Abhay Nath Tiwari
Bangalore
Summary
Dynamic leader with demonstrated success at Unacademy, enhancing operational efficiency and achieving a 15% revenue growth through strategic business planning and AI integration. Expertise in process optimization and team management, complemented by strong capabilities in fostering business relationships. Proficient in leveraging tools such as Salesforce and TABLEAU to drive data-informed decisions. Career goal focuses on further elevating organizational performance through innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr Manager
Unacademy
Bangalore
05.2020 - Current
- Develop and implement strategic business plans to increase Uncademy (telesales and online) revenue
- Currently driving a business of INR 70 Lakh, with an average YOY growth 15% while working with a team size of 50 only for online
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity
- Enhanced processes and workflow by leveraging AI tools (Gemini, Tome app beta, YouLearn.AI, Perplexity.AI), and data scraping techniques to effectively handle intricate problems
- Collaborate across functions (Product, Tech, Marketing, Finance, and BI) to improve both the platform experience and internal process flows
- Conducted in-depth data analysis from market research surveys to identify emerging trends
- Trends and translate insights into actionable strategies for organizational growth
- Provided strategic direction to departmental heads on resource allocation to maximize efficiency and support business goals
- Nurture and retain talent by launching relevant training
Associate Manager
Swiggy
Bangalore
02.2018 - 04.2020
- Business planning and strategy - Swiggy POP, team planning supply strategy for Swiggy POP across 70+ cities in the country
- Responsible for designing a sharp sourcing strategy on the supply side of the business to ensure the availability of high-quality restaurants and dishes on the platform
- Managed stakeholders across cities in establishing demand-supply parity
- Worked closely with city teams on new supply through restaurants and items
- Reinvented the processes to facilitate scale across 70+ cities, established SOPs and adherence checks, audits for error-free operations, and defined the NPS capture process for Swiggy Pop
- Established a monthly review of customer experience
- Worked closely with the catalog team to ensure items are created on time, with no discrepancies
- Also, we planned to reduce the last mile/order so that our CPD decreases, and it was reduced by Rs 13
Team Leader - Partner Support
Swiggy
Bangalore
09.2015 - 02.2020
- Managed a team of 30 members in the Partner Support function
- Headed the inbound restaurant onboarding by streamlining and automating the induction process
- Created the SOPs for the fat-middle queries so as to create a standard for partner resolution
- Ensured TAT promise for 99.2% of tickets
- Created analysis loops to keep stakeholders equipped with defined resolutions, and maintained a relationship matrix with functions across cities to reduce variance
- Tracked performance and helped city functions on their metrics regarding partner experience
- Achieved a 60% improvement in call resolution time through effective team management and streamlined processes
- Optimized scheduling and workload distribution, resulting in an 83% decrease in average wait times for customers
Sr. Team Leader
NSEMCX Pvt Ltd
Bengaluru
02.2011 - 08.2015
- Assisted management in the hiring process and new team member training
- Doing a review of calls made by the low performer in the team, I developed sales metrics, sales training programs, and coached sales and support staff to improve sales performance
- I assisted the HNI clients by doing technical analysis in the commodity market
- Bringing new ideas for sales to the team and creating new policies for delivering premium calls by working on feedback received from customers
- Delivered outstanding service by interacting with customers, answering customer inquiries, and handling customer complaints
Education
B.Tech - Mechanical
Asansol Engineering
Kolkata04.2010
Skills
- Business Strategy
- Sales strategy
- Manpower & Productivity costs
- Process optimization
- Business Relationship Management
- Daily operations
- KPI/KRA/SLA's
- Telesales
- Communication and Leadership
- Excellent coordination and liaison capabilities
- Team management
- Leadership
- Believing in OARBED Model
- Customer Success
- Multichannel support expertise
- NPS
- Salesforce
- TABLEAU
- MS Office
- G-sheets
- Robust CRM's
- JIRA
- Google Analytics
- Lucid Chart
- SLACK
Certification
- Lean Six Sigma Black Belt - Amity University
- Salesforce basic architecture & Flow - requirement gathering
- CRM functions & Process approach
Accomplishments
- Led team to achieve, earning recognition from upper management and financial reward.
- Developed and executed cross-training initiatives, increasing team versatility and reducing response times during peak periods.
- Increased the conversion from 2% to 5% in 2021, rewarded with monetary benefit by the company and got promoted to Sr Manager.
Hobbies and Interests
- Cricket
- Badminton
- Reading
- Travel
Languages
- English
- Hindi
Timeline
Sr Manager
Unacademy
05.2020 - Current
Associate Manager
Swiggy
02.2018 - 04.2020
Team Leader - Partner Support
Swiggy
09.2015 - 02.2020
Sr. Team Leader
NSEMCX Pvt Ltd
02.2011 - 08.2015
B.Tech - Mechanical
Asansol Engineering
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