Ashlesha Mandadi

• Client Support and Relationship Management: Lead customer success efforts and build long-term client relationships to ensure satisfaction.
• Team Leadership and Development: Manage and mentor the Customer Success team to meet customer satisfaction goals.
• Customer Retention and Growth: Engage with clients to resolve issues and identify opportunities for upselling and retention.
• Escalation and Issue Resolution: Resolve escalated customer issues quickly, collaborating with internal teams and keeping clients informed.
• Strategic Planning and Reporting: Track customer success metrics and provide insights to drive improvements and growth.
• Set KRAs and KPIs for reportees and evaluate performance.
• Conduct 1:1 meetings to address and resolve issues.
• Hold calls with managers to discuss challenges and updates.
• Set up and improve processes to optimize team performance.
• Conduct level-2 interviews for new hires.
• Provide daily/weekly productivity and performance reports.

• I worked as an SME (Subject Matter Expert) for Enterprise Accounts, where my role involved a combination of leadership, training, and operational responsibilities.
• Key responsibilities included:
• Training and Development:Conducted regular refresher sessions for my reportees to ensure they were updated on processes, tools, and best practices.
  Supported team members in improving their skills and resolving complex queries, fostering a culture of continuous learning.
• Escalation Management:Handled escalation calls to address high-priority client concerns and ensure timely and satisfactory resolution.
  Acted as the primary point of contact for escalated issues, maintaining strong client relationships and trust.
• Reporting and Productivity Tracking:Prepared and submitted hourly productivity reports for the team, ensuring transparency and efficiency in operations.
  Monitored team performance metrics and provided actionable feedback to improve productivity and quality.
• Handover Management:
  Played a pivotal role in managing handovers across different phases of the client lifecycle: From Sales to UAT (User Acceptance Testing).
  From UAT to Implementation.
  From Implementation to Customer Success Management (CSM).
  Ensured a seamless transition by coordinating with respective teams, documenting key details, and addressing potential gaps.
  

As an Implementation Manager and Customer Support Manager, I was responsible for:

• Implementation Management: Oversaw account setup, including data, policies, and workflows tailored to client needs. Ensured a smooth onboarding process and addressed initial setup concerns.
• Customer Support Management: Provided ongoing support, resolved technical issues, and conducted training sessions. Maintained high customer satisfaction through regular check-ins, troubleshooting, and feedback collection. Assisted with feature updates and system enhancements.

This dual role involved strong communication, problem-solving, and project management skills to ensure smooth implementation, ongoing support, and client retention.

As a Content Reviewer for Facebook, I ensured videos complied with community guidelines before being published. Key responsibilities included:

• Content Review and Categorization: Analyzed and tagged videos under categories like violence, racism, sensitive content, and more.
• Policy Enforcement: Ensured compliance with Facebook’s standards, approving, rejecting, or escalating content as needed.
• Quality Control: Verified accurate tagging and consistent categorization to maintain platform integrity.
• Flagging and Escalation: Raised red flags for critical content, reporting severe cases to higher teams.
• Collaboration: Worked with team leads to resolve complex cases and generate reports on flagged content.

This role required attention to detail, judgment, and the ability to manage sensitive content responsibly while maintaining platform integrity.

I worked as a proctor, responsible for overseeing exams conducted by students enrolled in universities that opted for our proctoring services. These students scheduled and took their semester exams through our platform.

As a proctor, my primary roles and responsibilities included:

• Authentication: Verifying the identity of students by checking their government-issued ID and employee ID to ensure only authorized individuals could take the exam.
• Compliance Monitoring: Enforcing the specific "do's and don'ts" provided by each university. These rules varied by institution but commonly included requirements such as ensuring the camera was positioned at a 90-degree angle and that no one else was present in the room during the exam.
• Rule Enforcement: Actively monitoring students throughout the exam session to detect and address any potential violations of the exam guidelines.