Job Search Status
Open to workDesired start date: Flexible
Open To Work
Ancita Fernandes
Mumbai
Work Preference
Summary
Customer lifecycle and retention leader with extensive experience in EdTech and operations. Achieved a 40% reduction in churn through strategic retention systems and reactivation campaigns, enhancing learner engagement and revenue retention across subscription-based platforms.
Overview
14
14
years of professional experience
Work History
Head, Customer Retention & Lifecycle Strategy
JetLearn
09.2022 - Current
- Reduced monthly churn from 4% to 2.4%, achieving 40% decrease in learner discontinuations.
- Implemented early-warning retention systems, proactively addressing learner disengagement and reducing churn by 20%.
- Designed renewal campaigns and retention offers to enhance subscription continuity and engagement.
- Led retention strategy for over 2,500 active students, driving improved outcomes.
- Recovered approximately 15 dormant learners monthly, totaling around 180 annually, or 7% of learner base.
- Trained academic counselors in consultative engagement, resulting in higher renewal conversation success.
- Developed SOPs, retention playbooks, and objection-handling frameworks utilized across teams.
- Collaborated with cross-functional teams to effectively implement retention initiatives.
Assistant Manager, Operations
WhiteHat Jr
Mumbai
02.2021 - 07.2022
- Managed operational delivery and relationships for over 500 students and teachers.
- Created standard operating procedures to streamline workflows and enhance collaboration.
- Resolved parent escalations to bolster learner satisfaction.
- Coordinated daily operations and ensured effective communication across multiple teams.
- Managed scheduling and facilitated training sessions for new staff members.
- Conducted regular team meetings to discuss updates and address concerns collaboratively.
- Organized operational activities to maximize efficiency and productivity.
- Provided guidance and training to team members to enhance skillsets.
Relationship Manager
WhiteHat Jr
Mumbai
08.2020 - 01.2021
- Cultivated strong relationships with students and parents to boost engagement levels.
- Designed tailored learning plans that aligned with student goals and interests.
- Facilitated stakeholder communication to address concerns and gather feedback.
- Collaborated with educators to ensure high-quality instruction and comprehensive support services.
- Managed client inquiries across multiple communication channels efficiently.
- Established lasting relationships with lucrative clients through active listening and effective communication.
- Developed strategies for customer acquisition while enhancing retention rates of existing clients.
- Provided ongoing support throughout sales cycles by responding promptly to inquiries and resolving issues.
Business Service Process Analyst
Accenture Solutions Pvt. Ltd.
04.2020 - 08.2020
- Managed operational support for Google product accounts, ensuring timely issue resolution and customer satisfaction.
- Coordinated with sales, finance, and engineering teams to streamline order processing and minimize delays.
- Analyzed data trends to facilitate strategic decision-making processes.
- Collaborated across functions to improve project outcomes.
- Developed reports to communicate insights and actionable recommendations clearly.
Senior Pension Administrator
Jardine Lloyd Thompson (JLT)
06.2015 - 01.2020
- Managed pension administration for corporate plans to ensure compliance and accuracy in member records.
- Developed arrears calculator tool to enhance operational precision and reduce processing errors.
- Conducted training sessions for new team members, facilitating smooth onboarding and integration into team processes.
Admin & Back Office Executive
Aditya Integrated Communication
05.2012 - 05.2015
- Coordinated administrative operations and documentation to streamline internal processes.
- Led strategic communication initiatives for diverse client projects.
- Developed and implemented integrated marketing strategies across various channels.
- Collaborated with creative teams to produce engaging content and campaigns.
Education
Bachelor of Arts - Psychology & English Literature
University of Mumbai
Mumbai04-2012
Skills
- Customer retention strategy
- Churn prevention and renewal optimization
- Revenue retention strategies
- Customer success management
- Reactivation campaigns
- Customer experience enhancement
- Process improvement initiatives
- Standard operating procedure development
- Early-warning systems
- Cross-functional collaboration
- Team leadership skills
- Training and development programs
Core Expertise
- Customer Retention Strategy
- Customer Success & Lifecycle Management
- Renewal Optimization
- Churn Prevention
- Revenue Retention
- Reactivation Campaigns
- SOP Development
- Customer Experience Management
- Team Leadership
- Cross-Functional Collaboration
Timeline
Head, Customer Retention & Lifecycle Strategy
JetLearn
09.2022 - Current
Assistant Manager, Operations
WhiteHat Jr
02.2021 - 07.2022
Relationship Manager
WhiteHat Jr
08.2020 - 01.2021
Business Service Process Analyst
Accenture Solutions Pvt. Ltd.
04.2020 - 08.2020
Senior Pension Administrator
Jardine Lloyd Thompson (JLT)
06.2015 - 01.2020
Admin & Back Office Executive
Aditya Integrated Communication
05.2012 - 05.2015
Bachelor of Arts - Psychology & English Literature
University of Mumbai