Dhanush Prem P
Assistant Manager
BANGALORE
Summary
Managing a team of Product Experts and Team leads | Defining and managing all integrated Business Metrics | Stakeholder Management | Project Management | Account Management | Successfully driven high-impact customer-facing metrics like FCR/ARPA /CLV/CCR/CRC and NPS | People management experience over a tenure of 24 months, have managed team size of 50+ employees.
Overview
5
5
years of professional experience
9
9
Certifications
3
3
Languages
Work History
Assistant Manager
Byju's
08.2021 - Current
- Managed a team of Product Specialists and Product Experts
- Responsible for Implementation/adaptation of any new Business Process and Product-related training
- Played a key role in an adaptation of the Aakash Digital Program and integration of Aakash_Byju's Platforms for live classes
- Responsible to maintain FCR/ARPA/NPS through the implementation of new initiatives to drive user engagement and curtail refunds
- Responsible for managing the assigned program end to end in terms of service delivery standpoint which includes but is not limited to budgeting, forecasting, day-on-day operations, P and L management and stakeholder management
- Conduct Weekly Performance Reviews for TL's , and product specialists/ experts and manage KRA achievements and adherence to set processes
- Improved Productivity by 20% with less than 10% attrition in the same quarter
- Driven an Upselling project to increase offline center admissions by enabling center visits
- Streamlined compliance parameters in the process and moved from 85% to 99.7% in a span of 3 months.
Product Expert
Byju's
02.2018 - 07.2021
- Catered to the student's learning requirements; provided strategies for better usage of the product and content & POC for the customer's technical, logistics & financial assistance
- Built formidable relationships with the customers, satisfying their expectations & keeping them abreast of the new initiatives handled
- Driving upselling and Cross selling among various business functions.
- Escalations & retained many customers within the system
- Effectively handled 1053 customers' needs, a net worth of 7,39,75,000 INR
- Had the responsibility to control refunds, drive product engagement, referrals and upselling
- To drive payment of monthly installments, especially in the first 60 days journey of a customer (Collection responsibility)
Education
B.E - Mechanical Engineering
Prathyusha College of Engineering
Skills
Time Management
Business Writing
Escalation ManagementProcess ImprovementPeople ManagementBusiness Development ManagementProject Management
Business ContinuityStrategy and planning
Upselling and Cross Selling
Certification
Time Management - UCI Division of Continuing Education
Timeline
Assistant Manager
Byju's
08.2021 - Current
Product Expert
Byju's
02.2018 - 07.2021
B.E - Mechanical Engineering
Prathyusha College of Engineering