Hi, I’m
Akshat Tandon
Program Manager
Gururgam
Summary
With almost 6 years of experience, I excel in strategic planning, optimizing operations, fostering client relations and customer service. Seasoned in program management, stakeholder engagement, and driving client retention. In my current role , I lead initiatives to enhance operational efficiency and align processes with organizational goals. Fueled by a passion for technology and innovation, I have seamlessly adapted to the dynamic landscapes of SAAS, Ed-tech, Consulting & Tech industries. Armed with a comprehensive skill set and a results-driven approach, I am ready to bring my proven expertise to a forward-thinking organization.
Overview
5
years of professional experience
4
years of post-secondary education
Work History
Jarvis Technology And Strategy Consulting
Associate Program Manager
02.2023 - Current
Job overview
- Successfully managed and optimized operations across organization, consistently meeting performance metrics and exceeding client expectations.
- Spearheaded strategic initiatives and thinking and provided consulting services to our clients, enabling them to achieve their goals effectively.
- Demonstrated excellence in internal and stakeholder management, fostering collaborative relationships for effective project execution
- Implemented robust reporting mechanisms, ensuring timely and transparent communication with clients on day-to-day operations
- Developed detailed plans based on broad guidance and direction.
- Coached team members on productivity strategies to accomplish challenging goals.
- Devised creative solutions to critical customer and user needs.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
Great Learning
Program Manager
04.2022 - 12.2022
Job overview
- Managed cohorts of international customers, fostering an environment conducive to high completion rates and learner satisfaction.
- Streamlined program operations, enhancing efficiency, and contributing to a notable 90% + completion rate, showcasing dedication to program success.
- Excelled in client servicing, consistently meeting and exceeding client expectations, resulting in long-term relationships and additional up sell opportunities
- Skillfully managed stakeholders, ensuring clear communication and alignment of objectives for successful program outcomes
- Demonstrated strategic thinking in marketing initiatives, reducing customer acquisition costs and positively impacting program profitability
- Successfully identified and implemented learner retention strategies, contributing to increased overall satisfaction and program success
- Collaborated with cross-functional teams, leveraging collective expertise to drive continuous program improvement and excellence.
Cvent
Project Consultant
09.2021 - 02.2022
Job overview
- Developed detailed project plans to ensure clients' projects are completed on time
- Provided advice and guidance to clients on a range of topics
- Collaborated closely with clients, ensuring a deep understanding of their requirements and expectations leading to customer satisfaction.
- Maintained transparent communication by continuously updating clients on project progress, fostering strong client relationships
- Delivered excellent customer service by providing comprehensive product education to clients, contributing to overall client satisfaction
- Successfully managed multiple projects concurrently, prioritizing tasks effectively, and delivering within specified timeframes
- Adapted to changing project requirements, showcasing flexibility and resilience in achieving project objectives.
Teleperformance
Senior Associate
09.2020 - 09.2021
Job overview
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Manage the overall relationship with the customer and becomes a trusted partner
- Forecast customer health and risk of attrition
- Assess themes and patterns that may negatively impact customer success or retention
- Responsible for driving the success of our Customers & ensure they reach their desired outcomes from product usage
- Offered assistance in implementing and developing training programs.
WNS
Associate Customer Service
02.2019 - 09.2020
Job overview
- Served as a dedicated Customer Service Executive for international clients, demonstrating a commitment to meeting and exceeding their expectations
- Successfully addressed a range of customer queries, concerns, and requests, contributing to high levels of customer satisfaction
- Developed and maintained strong relationships with international clients, fostering trust and loyalty
- Adapted to the unique needs of international clients, showcasing cultural sensitivity and effective communication.
Education
Maharaja Agrasen Himalayan Garhwal University
Bachelor's degree
07.2017 - 05.2020
PMS Public School
Intermediate
04.2016 - 05.2017
Skills
Client Relationship Management
Customer Retention
Managing Operations and Efficiency
Strategic Planning
Communications
Analytical Problem Solving
Stake Holders Management and Relationship Building
Customer Service
Account Management
Scheduling and Planning
Accomplishments
- Outreach Campaigns
- Reduced CAQ
- Implementation of Technology
- Reporting Efficiency
Proficiently managed multiple call centers with more than 500 employees, orchestrating campaigns that reached over 50 million people. Implemented process excellence and quality control, ensuring operational efficiency and surpassing client objectives .
Orchestrated the successful implementation of a strategy in collaboration with the marketing team, resulting in a remarkable reduction of Customer Acquisition Costs (CAQ) to Almost 40 percent.
Implemented advanced AI WhatsApp bot technology to streamline customer service operations, devised personalized user journey and recipes of Whatsapp Bot and executed outreach campaigns, reaching approximately 2.5 million users.
Streamlined reporting processes and significantly reduced reporting time by implementing automation techniques, resulting in enhanced efficiency and productivity.
Timeline
Associate Program Manager
Jarvis Technology And Strategy Consulting
02.2023 - Current
Program Manager
Great Learning
04.2022 - 12.2022
Project Consultant
Cvent
09.2021 - 02.2022
Senior Associate
Teleperformance
09.2020 - 09.2021
Associate Customer Service
WNS
02.2019 - 09.2020
Maharaja Agrasen Himalayan Garhwal University
Bachelor's degree
07.2017 - 05.2020
PMS Public School
Intermediate
04.2016 - 05.2017