ASHWIN P NAIR

ASSISTANT MANAGER

BYJU'S

Bengaluru, Karnataka

12.2019 - 05.2023

Managed a portfolio of 45,000 accounts and provided ongoing support to ensure customer success and satisfaction
Managed a team of 20+ Student Success Specialists and improved customer engagement from 10% - 28% in a span of 2 months
Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
Performed research to understand departmental and organisational needs, using findings to create tailored solutions.
Collaborated with sales and marketing teams to identify new business opportunities and grow existing accounts
Developed and implemented strategic account plans and roadmaps to drive customer retention and growth
Conducted regular business reviews with key customers to assess performance, identify opportunities for improvement, and present new products and services
Worked on several projects that helped in companies growth in both customer engagement and renewals
Developed and implemented a compliance management system, particularly in relation to delivering compliant customer outcomes, , reviewing marketing communications, analyzing customer complaints, and ensuring they were resolved in order to deliver better customer satisfaction
Owning business line metrics, improving people's performance, including rate and quality of decisions
Proposed, developed, and implemented systems, programs, and processes that strengthened the foundation of Week On Week service excellence to customers
Conducted training classes, held personal meetings and led special workshops to improve employee performance.
Led cross-functional teams in analysing technological changes to understand operational impact.