Summary
Overview
Work History
Education
Skills
References
Software
Interests
Certification
Timeline
Anakha Dinesh

Anakha Dinesh

Associate Senior Manager - Customer Advocacy
Bengaluru,Karnataka

Summary

Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth. Skilled in cross-functional collaboration. Optimizes processes and communication and drive results. Dedicated to continuously improving professional knowledge and business operations by applying top-notch skills.

Overview

7
7
years of professional experience

Work History

Associate Senior Manager - Customer Advocacy - Corporate Strategy and Business Excellence

Think and Learn Pvt ltd.
10.2023 - Current
  • Established proactive monitoring system to track service performance, identifying improvement areas, leading to a 97% increase in customer satisfaction over one year.
  • Collaborated with stakeholders to provide strategic consultation on service options and proactively addressed concerns, resulting in a 25% reduction in client conflicts and significantly improved client satisfaction.
  • Analyzed and identified key areas for service performance improvement, aligning with established metrics. This ultimately contributed to achieving an impressive 98% customer retention rate and also resulted in a 20% enhancement in employee performance metrics.
  • Conducted regular performance evaluations with direct reportees to assess performance against established metrics, proactively identifying and implementing required enhancements.
  • Facilitated a significant improvement in cross-departmental collaboration, leading to streamlined reporting processes and enhanced resource utilization.

Manager – Social Media Strategy and Business Excel

Think and Learn Pvt Ltd
08.2022 - 09.2023
  • Achieved a 95% critical issue resolution rate by proactively evaluating service performance metrics and advocating for necessary organizational changes to enhance client satisfaction, demonstrating strong advocacy and service delivery management skills.
  • Led the implementation of process enhancements to address National Consumer Helpline complaints, leading to a 98% improvement in issue resolution efficiency. Actively advocated for customer interests within the organization.
  • Facilitated contract negotiations, renewal discussions, and compliance adherence processes that contributed to an upselling revenue growth of 68% from existing clients.
  • Advocated for employees within the organization by addressing their training requirements and providing stakeholders with feedback on performance trends, aligned with industry best practices.
  • Collaborated with cross-functional teams to implement ZOHO platform for enhanced service delivery, effectively aligning resources with client needs and ensuring compliance with service-level agreements (SLAs).

Assistant Manager - Learning and Development

Think and Learn Pvt ltd.
08.2021 - 07.2022
  • Developed and tested all the training programs and modules using the G-Cubes platform for 4000+ new and existing employees across different roles
  • Designed and implemented personalized cross-training programs to leverage individual employee strengths, resulting in a notable enhancement in customer satisfaction scores.
  • Developed reports on training program performance metrics and presented findings to upper management, leading to the implementation of enhancements.

Lead Trainer - Learning and Development

Think and Learn Pvt ltd.
06.2020 - 07.2021
  • Assisted in planning of Salesforce Platform and module testing efforts
  • Developed and delivered up-to-date training information to enhance employee performance, boosting employee efficiency to the maximum
  • Maintained standardized training programs by providing comprehensive in-house training to all the new and existing employees
  • Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement
  • Utilized spreadsheets to track, manipulate, interpret and communicate data.

Learning and Development Specialist

Think and Learn Pvt ltd.
05.2019 - 05.2020
  • Trained and mentored over 2500+ new personnel hired to fulfill various roles
  • Conducted regular refreshers for Over 3000+ existing employees on new updates and process
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals
  • Created curricula, instructions, documents and written tests for various types of training courses
  • Exceeded goals through effective task prioritization and great work ethic.

Product Expert

Think and Learn Pvt ltd.
11.2018 - 04.2019
  • Managed Leadsquared tool to analyze academic activities data, identifying key trends and insights that contributed to a 15% improvement in student retention rates
  • Brainstormed and suggested new ideas to acquaint and enhance the app usage by the customers in their initial days in the system with a retention of 97%
  • Managed multiple projects effectively in demanding environment with tight deadlines
  • Monitored student academic progress, communicating with each student frequently and intervening to assist students experiencing difficulties
  • Maintained an excellent student relationship.

Product Specialist

Think and Learn Pvt ltd.
- 10.2018
  • Offered counseling, stability and positive reinforcement in over 1900+ student lives to build strong rapport and trust with students and parents
  • Developed academic action plans by evaluating students learning styles, deficiencies and goals
  • Helped students develop organizational, time management and study skills
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Business Development Associate

Think and Learn Pvt ltd.
06.2017 - 08.2017
  • Boosted revenue by bringing in and cementing relationships with new clients
  • Arranged potential client contacts, cultivated relationships and followed through all service needs
  • Developed knowledge of company products and services to make suggestions according to customer needs.

Education

MBA - Master of Business Administration in Business Analytics and Data Science -

Manipal University, Bengaluru, India
04.2025

BTech in Electronics And Communications Engineering -

University of Calicut, Palakkad, India
05.2017

High School in High School Diploma -

The Indian School, Kingdom of Bahrain
03.2013

Skills

  • Customer Engagement
  • Account Management
  • Customer Service
  • Adaptability
  • Relationship Management
  • Conflict Management
  • Issues and Grievance Management
  • Operations Management
  • Corporate Communications
  • Data-driven decision-making
  • Coaching and Mentoring
  • Leadership Skills
  • People Management
  • Process Improvement
  • Problem Solving Skills
  • Analytical Thinking Skills
  • Logical Approach
  • Strategic Planning
  • Business performance management
  • Resource Allocation
  • Documentation And Reporting
  • Cross-Functional Communication

References

References available upon request.

Software

Freshdesk

Salesforce

ZOHO Desk

Zen Desk

GCubes

Microsoft Excel

Interests

Reading

Travelling

Dance and Music

Certification

  • Google Project Management - Coursera

Timeline

Associate Senior Manager - Customer Advocacy - Corporate Strategy and Business Excellence - Think and Learn Pvt ltd.
10.2023 - Current
Manager – Social Media Strategy and Business Excel - Think and Learn Pvt Ltd
08.2022 - 09.2023
Assistant Manager - Learning and Development - Think and Learn Pvt ltd.
08.2021 - 07.2022
Lead Trainer - Learning and Development - Think and Learn Pvt ltd.
06.2020 - 07.2021
Learning and Development Specialist - Think and Learn Pvt ltd.
05.2019 - 05.2020
Product Expert - Think and Learn Pvt ltd.
11.2018 - 04.2019
Business Development Associate - Think and Learn Pvt ltd.
06.2017 - 08.2017
Product Specialist - Think and Learn Pvt ltd.
- 10.2018
Manipal University - MBA - Master of Business Administration in Business Analytics and Data Science,
University of Calicut - BTech in Electronics And Communications Engineering,
The Indian School - High School in High School Diploma,

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Anakha DineshAssociate Senior Manager - Customer Advocacy