Ashwini Raghuwanshi
Bhopal
Summary
- 4.9 years of experience in customer service/operations in learning experience.
- Expertise in identifying customer base, building rapport with them to ensure profitable operations, and facilitated timely service delivery & quality as per defined SLAs.
- Proficient in leading dedicated teams for running successful process operations with proven ability of achieving service delivery / organizational targets.
- Excellent interpersonal, communication and analytical and problem skills with proven abilities in customer relationship management.
- I am enthusiastic to work with Global teams to understand the requirements and deliver the end solutions by ensuring smooth flow of business.
Overview
5
5
years of professional experience
Work History
Senior Associate - Student Success
upGrad
04.2024 - 07.2025
- Collaborated with faculty to enhance course delivery and student engagement.
- Analyzed learner feedback to improve curriculum design and effectiveness.
- Managed learner assessments and provided timely feedback on performance.
- Facilitated communication between various departments to streamline processes.
- Assisted in strategic planning for new program launches and initiatives.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Analyzed data and created reports for senior management.
- Set specific goals for projects to measure progress and evaluate end results.
- Analyzed key performance indicators to identify effective strategies.
Student Success Associate - Learning Experience
upGrad
02.2020 - 03.2024
- Heading the operational process to streamline the program.
- Building strong relationships with the existing portfolio of clients. Engaged with industry partners to identify their needs, offered training programs, and facilitated industry-academia collaborations.
- Handling 1.5x batch strength of learners in comparison to a normal employee.
- Spearheaded in achieving strategic planning in closing the vertical NPS and CSAT at 80% and 90% respectively.
- Trained and supervised a team of employees to clear up the Job Training.
- Leading the operations for smooth academic delivery consisting of project feedback, doubt resolution, live sessions, and mentoring.
- Attained an NPS and CSAT of 100% within a time span of 15 days in 3 batches with an average of NPS at 90% & CSAT at 95% across all batches providing rich learning support and experience to the learners.
- Coordinating with cross disciplined team members to make sure that all stakeholders are on track with program requirements, deadlines and schedules.
- Handling all the B2B clients of upGrad for Business, managing all the clients and the learners.
- Client Portfolio: AstraZeneca, Adfactors, HPE, Hindustan Unilever, Edgeverse, PowerGrid India, SAP Labs India, PWC, Tiger Analytics, Welspun India, Aditya Birla Group, Xceedance, Eric Life Sciences, Mahindra Group.
- Have successfully achieved the learner and the client outcome, helping various companies to develop their workforces, which has led to workforce development, an increase in employee efficiency, and this has helped the organization's growth and revenue generation.
Academic Associate - Intern
upGrad
Mumbai
02.2020 - 08.2020
- Building strong customer relationships with clients.
- Procuring new clients through direct contact, word-of-mouth, and collaboration with the marketing department.
- Attending networking activities to research and connect with prospective clients.
- Maintaining meaningful relationships with existing clients to ensure that they are retained.
- Suggesting upgrades or added products and services that may be of interest to clients.
- Negotiating with clients to secure the most attractive prices.
- Equipping staff with the technical and social skills needed to enhance sales.
- Reviewing clients' feedback and implementing necessary changes.
- Remaining in tune with trends in consumption to ensure that our offerings remain relevant.
Project Coordinator Intern
upGrad
02.2020 - 04.2020
- Recruiting mentors and Coaches for upGrad from various platforms, as per the requirements stated by the department.
- Shortlisting the suitable profile and setting the expectation for the job profile.
Education
Bachelor of Engineering - Computer Science
IES IPS Academy
Indore05.2021
Skills
- Project management
- Strategic planning
- Cross-functional collaboration
- Relationship building
- Workflow design
- Client engagement and retention
- Relationship management
- Team leadership
- Operations oversight
- Process improvement
Awards
- Most Valuable Player - upGrad for Business (Customer Success & Growth)
- Star of upGrad - upGrad (Learning Experience)
Timeline
Senior Associate - Student Success
upGrad
04.2024 - 07.2025
Academic Associate - Intern
upGrad
02.2020 - 08.2020
Student Success Associate - Learning Experience
upGrad
02.2020 - 03.2024
Project Coordinator Intern
upGrad
02.2020 - 04.2020
Bachelor of Engineering - Computer Science
IES IPS Academy