AASHISH KUMAR CHANDNA
Programme Manager
Hyderabad
Summary
Programme Manager with 8 years of experience in customer operations, support strategy, and stakeholder engagement. Skilled in managing end-to-end program delivery, driving customer satisfaction, and optimizing workflows through data insights and cross-functional collaboration.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work History
Manager
Indian School of Business
05.2024 - Current
- Managing two key partners; consistently delivering 4.6/5 CSAT.
- Serve as the go-to escalation point for critical learner issues, ensuring swift resolution and empathetic communication.
- Monitored and interpreted support performance metrics, identifying patterns to proactively enhance customer experience.
- Streamlined triaging and escalation workflows to strengthen SLA compliance and service consistency.
- Facilitated collaboration across product, support, and academic teams to align delivery with stakeholder expectations.
- Contributed to customer-facing communication strategies and internal knowledge resources.
Program Manager
Great Learning Pvt. Ltd.
01.2022 - 05.2024
- Oversaw support operations for 1,200+ learners, enhancing engagement and driving a 20% increase in NPS.
- Conducted recurring stakeholder reviews to align support initiatives with customer expectations.
- Optimized learner support workflows and introduced automation to boost resolution efficiency.
- Led internal enablement sessions and onboarding programs for new team members.
- Developed learner retention strategies by analyzing engagement metrics, optimizing content delivery, and implementing personalized interventions to enhance Client's success rates.
- Mentored junior team members, fostering a collaborative and high-performance work culture focused on learner success and long-term engagement.
Senior Business Development Associate
Think and Learn, Byju's
06.2020 - 01.2022
- Managed stakeholder relationships and led educational initiatives in underprivileged schools, driving social impact.
- Provided strategic insights to product and operations teams, influencing key business decisions and optimizing growth strategies.
- Built and managed a ₹1+ crore portfolio across multiple regions through virtual sales, demonstrating strong business development skills.
Executive (Operations)
PayU
08.2018 - 06.2020
- Managed merchant operations and payment processing for key enterprise clients, including IRCTC, EaseMyTrip, and RedBus, ensuring seamless transaction flows within PayU’s SaaS-based payment gateway.
- Led fraud detection and risk management initiatives, collaborating with cybercrime authorities to enhance security protocols and mitigate financial risks.
- Supervised a team handling CRM and merchant support, streamlining onboarding and operational workflows for PayU’s cloud-based fintech solutions.
- Played a key role in scaling PayU’s SaaS payment infrastructure, ensuring high availability and operational efficiency for enterprise merchants.
Senior CSE
HCL Technologies Pvt. Ltd.
04.2017 - 04.2018
- Managed international client accounts, ensuring seamless onboarding and operations.
- Coordinated with stakeholders to streamline customer experience.
Education
B.Com -
University of Lucknow
Skills
- Power BI
- Advanced Excel
- Customer Communication & Escalation Management
- KPI Reporting & Dashboard Monitoring
- Workflow Automation & SOP Optimization
- Stakeholder Engagement & Cross-functional Collaboration
- Customer Success Metrics: CSAT, NPS, Renewals
- Advocacy Program Management & Client Retention
Extracurricular Activities
Awarded the CEO Award at PayU, 2019, For successfully managing and scaling a new product independently. Recognized as the top-performing sales professional in Gujarat, 01/21, At Byju’s, achieving outstanding sales performance.
Timeline
Manager
Indian School of Business
05.2024 - Current
Program Manager
Great Learning Pvt. Ltd.
01.2022 - 05.2024
Senior Business Development Associate
Think and Learn, Byju's
06.2020 - 01.2022
Executive (Operations)
PayU
08.2018 - 06.2020
Senior CSE
HCL Technologies Pvt. Ltd.
04.2017 - 04.2018
B.Com -
University of Lucknow
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