Anakha Dinesh
Bengaluru
Summary
Have an expertise in driving business growth through strategic improvements, customer relations and operational excellence. With a proven track record in customer advocacy, social media strategy and learning and development, resulted in consistently enhanced service performance, optimized resource allocation and improved customer satisfaction. Focus on cross-functional collaboration and data-driven decision-making has led to significant achievements, including a significant increase in customer success and customer retention rate. Dedicated to continuous learning and applying innovative solutions to ensure business success while leading teams to achieve operational goals. Currently pursuing an MBA in Business Analytics and Data Science, am committed to advancing professional skillset and contributing to organizational growth.
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
- Developed and implemented a proactive monitoring system to evaluate service performance continuously, leading to a 97% increase in customer satisfaction within one year.
- Collaborated with stakeholders to provide strategic consultation on service options, resulting in a 25% reduction in client conflicts and enhanced overall client satisfaction.
- Conducted comprehensive analyses to identify service performance improvement areas, achieving a 98% customer retention rate and enhancing employee performance metrics by 20%.
- Executed performance evaluations for direct reports, implementing enhancements proactively to meet established metrics.
- Increased operational efficiency through improved interdepartmental collaboration, streamlining reporting procedures and optimizing resource allocation.
- Monitored customer feedback across social media channels, identifying trends to inform future strategies and enhance service offerings.
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 in service delivery management.
- Enhanced process efficiency for the National Consumer Helpline, resulting in a 98% improvement in issue resolution rates. This helped in churn rate reduction.
- Drove a 68% increase in upselling revenue from existing clients by facilitating contract negotiations, renewal discussions, and compliance processes.
- Identified and aligned employee training needs with industry best practices, providing performance trend feedback to stakeholders to support their development.
- Optimized resource allocation to meet client needs during the implementation of the ZOHO platform, collaborating with cross-functional teams to enhance service delivery within service-level agreements (SLAs).
Assistant Manager - Learning and Development
Think and Learn Pvt ltd.
08.2021 - 07.2022
- Developed and tested training programs for over 4,000 employees using the G-Cubes platform, tailored to diverse roles.
- Designed and implemented customized cross-training initiatives to leverage employees' unique skills, resulting in improved customer satisfaction ratings.
- Generated and presented performance metrics reports on training programs to upper management, leading to the adoption of targeted enhancements.
- Fostered strong relationships with internal stakeholders across departments to ensure effective alignment with Learning & Development goals.
- Facilitated mentoring programs pairing senior staff with new hires to enhance skill acquisition and integration within the organization.
Lead Trainer - Learning and Development
Think and Learn Pvt ltd.
06.2020 - 07.2021
- Collaborated with team members to develop testing plans for the Salesforce Platform and associated modules.
- Delivered updated 100+ training materials to optimize employee performance and enhance operational efficiency.
- Maintained standardized training programs through comprehensive in-house training for both new and existing employees.
- Recommended process, procedure, and system enhancements based on in-depth research and analysis.
- Streamlined data management by utilizing spreadsheets for effective tracking, manipulation, interpretation, and communication.
- Provided administrative support throughout the recruitment process, including interviewing candidates to assess eligibility.
Learning and Development Specialist
Think and Learn Pvt ltd.
05.2019 - 05.2020
- Provided guidance and support to over 3,500 newly hired employees across various roles.
- Conducted regular refresher sessions for more than 3000 employees to ensure proper knowledge transfer within the organization.
- Analyzed company training methods and implemented improvements to address issues and exceed training goals.
- Developed comprehensive training materials, including curricula, instructional documents, and assessments.
- Demonstrated a strong work ethic and effective task prioritization, consistently exceeding performance expectations.
Product Expert
Think and Learn Pvt ltd.
11.2018 - 04.2019
- Effectively utilized Leadsquared tool to analyze academic activities data, leading to key trend identification and insightful analysis that improved student retention rates by 15%.
- Generated novel concepts to familiarize and optimize customer app engagement during their onboarding phase, resulting in a retention rate of 97%
- Demonstrated strong organizational skills by effectively handling multiple projects in a fast-paced environment.
- Effectively monitored students' academic growth, actively engaging with individuals and resolving any obstacles encountered.
Product Specialist
Think and Learn Pvt Ltd.
09.2017 - 10.2018
- Offered positive reinforcement to enhance the well-being of over 1900+ student lives, building lasting relationships with students and parents
- Evaluating students' learning styles, weaknesses and goals allowed for the development of personalized academic action plans.
- Supported student growth by fostering improved organizational, time management and study skills.
- Demonstrated strong communication skills by actively engaging with customers, effectively resolving their concerns.
Business Development Associate
Think and Learn Pvt ltd.
06.2017 - 08.2017
- Enhanced profitability through the establishment and maintenance of lucrative customer relationships. Onboarded 50+ new customer within short span.
- Established and nurtured professional relationships with potential customers while efficiently addressing their service needs.
- Expanded understanding of company offerings to offer customized suggestions that align with customer preferences.
Education
MBA - Master of Business Administration in Business Analytics and Data Science -
Manipal University
Bengaluru, India04.2025
BTech in Electronics And Communications Engineering -
University of Calicut
Palakkad, India05.2017
High School in High School Diploma -
The Indian School
Kingdom Of Bahrain03.2013
Skills
- Customer and Account Management
- Customer Relationship Management (CRM)
- Issues and Grievance Management
- Operations and Process Management
- People Management and Leadership
- Strategic Planning
- Business performance management
- Cross-functional Team Coordination
- Training and Development
- Data Analysis and Decision Making
Platform Knowledge
- CRMs - Salesforce, Leadsquared
- Ticketing Systems - ZOHO, Freshdesk, Zendesk
- LMS - GCubes
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
Product Specialist
Think and Learn Pvt Ltd.
09.2017 - 10.2018
Business Development Associate
Think and Learn Pvt ltd.
06.2017 - 08.2017
MBA - Master of Business Administration in Business Analytics and Data Science -
Manipal University
BTech in Electronics And Communications Engineering -
University of Calicut
High School in High School Diploma -
The Indian School
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