Ashish Kumar

Department Head - Doubt App offering (Oct 2023 to present) :

Led Doubt App offering, ensuring operational excellence, and managing a team of 4 Team Leads and 700+ Doubt Experts for seamless, high-quality educational support.

- Elevated student satisfaction rating to an impressive 4.7 through strategic interventions.
- Achieved an 98% video call response rate, enhancing doubt resolution speed and reliability.
- Implemented proactive measures, achieving an impressive Average FRT of 51 seconds for prompt student assistance.
- Reduced average resolution time to 10.12 minutes, ensuring timely and effective doubt resolution.

• Live Video Pedagogy:
  Spearheaded the integration of live video pedagogy in the Doubt App, enhancing student learning through innovative teaching methods and real-time interactions, garnering positive feedback for immediacy and clarity.
• Operational Rigor:
  Established stringent quality standards for Doubt Experts, optimizing response times and operational efficiency, ensuring consistent delivery of high-quality service to enhance overall student experience.
• Freelancer Pipeline Management:
  Built and managed a robust pipeline of freelancers, overseeing recruitment, onboarding, and performance evaluations to create a dynamic and reliable team of 1000+ professional capable of meeting the evolving demands of student doubts.

Projects between (Jul 2023 to September 2023) :

• Revitalize the Doubt App:
  Enabling a Video Call feature in our chat-based doubt app, allowing students to engage in real-time video discussions with experts. Redesign the app for an enhanced user experience, optimizing its operational aspects to ensure seamless delivery of educational support. Develop wireframes and create Minimum Viable Products (MVPs) to refine the app's functionality.
• Academic Mentorship Model:
  Introduce a novel service model at Vedantu, wherein Academic Mentors take charge of ensuring student happiness, maintaining a ratio of 300 students to 1 mentor. This approach aims to significantly boost monthly Net Promoter Score (NPS). Implement strategies for effective hiring and training of mentors, ultimately contributing to a notable 8% Year-over-Year (YoY) improvement in student retention.

• Creating comprehensive and visually engaging dashboards using Salesforce, Tableau, Data Studio (Lookers Studio), Google Sheets, Excel, and other relevant tools to monitor product performance and key metrics.
• Automating data reporting processes to optimize efficiency and provide real-time access to crucial information for decision-making.
• Ensuring seamless fulfillment of data requirements across business units, facilitating informed strategic planning.
• Managing and mentoring a talented team of 8-10 professionals, fostering a collaborative and highachieving environment for successful project execution.
• Leveraging my expertise in SQL/NO SQL/ Amazon Redshift to meet data requirements and perform in-depth data analysis, contributing valuable insights to improve product offerings.
• Conducting thorough business analysis for various business units, using data-driven insights to inform product strategies and enhance user experiences.
• Conducted research to identify best practices for program initiatives.
• Analyzed data from surveys, focus groups, interviews. to assess the effectiveness of programs.