Abhijay Sharma
Program operations and QA
Bengaluru
Summary
Proactive and result-driven Program Management Professional with a proven track record in executing cross-functional initiatives, driving customer-centric process improvements, and aligning operational execution with strategic goals. Skilled in managing complex projects, evaluating metrics, coordinating stakeholders, and streamlining workflows for scale and impact.
Overview
4
4
years of professional experience
2017
2017
years of post-secondary education
3
3
Certifications
Work History
Quality Analyst - Customer Success
Mensa Brands
05.2024 - 05.2025
- Led a cross-functional team focused on enhancing customer interactions boosting NPS, and driving revenue via upselling and cross-selling.
- Executed quality audits across multiple communication channels and aligned performance metrics with company standards.
- Partnered with Training & Product Teams to integrate feedback loops into workflow design and customer support SOPs.
- Created actionable documentation and scoring systems to measure, monitor, and improve team efficiency.
- Delivered performance trend analyses to leadership to guide programmatic decisions.
- Led the design and implementation of new SOPs, improving ticket resolution speed by 18% across support verticals.
- Managed sprint-based delivery cycles in collaboration with Customer Success, Tech, and Product teams to drive continuous improvement.
- Served as program lead for an internal QA enhancement initiative, overseeing timelines, deliverables, and success metrics.
Sr.Associate - Program Operations
BYJUS Exam Prep
01.2022 - 04.2024
- Conduct data analysis to evaluate client success metrics.
- Collect and document results to enhance success rates.
- Prepared and presented insightful reports based on product usage and other relevant data points.
- Organize mock interviews and success stories for marketing purposes.
- Manage Research Projects, including market research and competitor analysis.
- Lead Marketing Research Projects to inform strategy and product development.
- Oversee Monthly Category Projects, focusing on Net Promoter Score (NPS).
- Collaborate closely with the Product Team to incorporate client feedback into product development.
- Conduct client surveys and execute case studies to gather valuable insights.
- Establish and monitor success milestones for clients to ensure satisfaction and progress.
- Optimize company processes, streamline customer success initiatives for efficiency.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Analyzed customer data to identify trends and anticipate customer needs.
Business Development Associate
BYJUS Exam Prep
08.2021 - 12.2021
- Responsible for successful conversion of assigned leads on a daily basis.
- Take prospects from the initial contact phase to the qualified phase over the phone, meeting the daily talk time and # unique calls target.
- Present product solutions virtually / over-call.
- Meet and exceed pipeline contribution goals.
- Respond quickly to assigned leads via CRM Leadsquared.
- Provide after sales support also in needed in order to attract more potential users referral and cross sell/up-sell.
Education
BBA - Business Administration
Himachal Pradesh University
Higher (10th) And Senior Secondary (12th) - Commerce
HP Board
Skills
- SEO
- SMM
- MICROSOFT OFFICE
- Program/Project Management
Data validation
Project management
QA methodologies mastery
Project management expertise
Customer focus
Technical research
New project development
Problem-solving
Certification
NIIT SWIFT Certification for professionals using Microsoft Word, Excel, PowerPoint and Outlook
Timeline
Quality Analyst - Customer Success
Mensa Brands
05.2024 - 05.2025
Sr.Associate - Program Operations
BYJUS Exam Prep
01.2022 - 04.2024
Business Development Associate
BYJUS Exam Prep
08.2021 - 12.2021
Higher (10th) And Senior Secondary (12th) - Commerce
HP Board
BBA - Business Administration
Himachal Pradesh University
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