Guru Prasad B R
Bangalore
Summary
Project Manager adept at delivering successful outcomes in project management, implementation, and client onboarding endeavors for mid-market and enterprise clients. Proven track record leading projects for renowned organizations including Airtel Africa, Sony World KSA, Mais Al Ghanim, Modern Electronics Emofid Learning, and over 40 others. Known for meeting client onboarding deadlines with unwavering attention to detail and quality. Recognized for achieving results through strategic planning and fostering collaborative teamwork.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Project Manager (Customer Onboarding & Implementation)
WebEngage
Bangalore
12.2022 - Current
- Leveraged a client-centric approach to business operations, driving customer satisfaction and loyalty.
- Provided technical assistance with SDK, API, and backend integrations throughout implementation and onboarding.
- Integrated offline systems with POS systems and set up ETL processes.
- Managed product implementation and integration, engaging clients through workshops and meetings, ensuring delivery within scope and timelines.
- Reported Key Performance Indicators (KPIs) weekly, prioritizing customer satisfaction.
- Deployed methodologies and best practices to enhance product delivery and operational efficiency.
- Conducted training sessions for clients to optimize product utilization and demonstrate ROI.
- Supervised multiple projects, ensuring adherence to onboarding timelines and milestones.
- Addressed challenging client requests and managed issue escalations, focusing on client satisfaction.
Onboarding Analyst(Professional/Implementation)
Leadsquared
Bangalore
09.2021 - 08.2022
- Analyze client pain points and project objectives, contributing to pre- and post-sales processes to identify and provide appropriate solutions.
- Assist in setting up use cases for clients according to industry standards and requirements, ensuring onboarding aligns with specified scope and timelines.
- Review implementation processes and documents, offering feedback and modifications to enhance overall client experience.
- Review implementation processes for accounts in Ed-tech, Real Estate, and Healthcare sectors.
- Conduct comprehensive audit checks from client onboarding to handover to maintain positive customer relationships.
- Perform root cause analysis (RCA) for client escalation requests regarding implementation.
- Prepare and analyze quality reports for management review.
- Provide periodic coaching and mentoring to new Business Analysts during onboarding in collaboration with the training team.
Senior Quality Analyst
Unacademy
01.2021 - 08.2021
- Successfully managed a team of 11 BDE's and was in charge of quality control
- Quality Audit of calls, Calibration Sessions and participate in Coaching sessions wherever necessary
- Manage Process performance on Call quality, meet daily/weekly/monthly assigned numbers of Evaluation
- Ensuring reporting Timelines targets ability to use logic and reasoning to identify the strengths and weaknesses of call-taking reps
- Check Quality parameters, handle complaints to improve the quality which in turn improves company standards
- Constantly improve quality audits across various teams
- Ensure improvement and sustainability process based on quality audits
- Assist the sales team in employing best-in-industry practices and give feedback to improve.
Senior Associate Business Operations
Unacademy
06.2020 - 01.2021
- Take Prospects from Initial Chat phase to qualified phase over the phone
- Generate revenue by counseling prospects and converting them to sales
- Respond quickly to assigned leads, meet and exceed pipeline contribution goals
- Delivered a high level of service to clients to maintain and extend relationships for further business opportunities
- Initiated sales opportunities by coordinating promotional activities during peak selling times
- Promoted business to increase customer base and grow revenue
- Used and became an expert on the Customer Relationship Management (CRM) system.
Associate Business Operations
Unacademy
08.2019 - 06.2020
- Working closely with the operations manager to oversee daily business operations
- Providing excellent customer service and maintaining relationships with Learners
- Manage large amounts of emails/chats/calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with learners through open and interactive communication
- Enforcing company policies and procedures within the office
- Analyze various project-level data and suggest inputs for improvement of Team performance
- Providing Technical Assistance to learners on the application and Website
- Handling End to End Learner's Payment Queries
- Managing learner Mails and Chats
- Creating Responses and Automated Answer Bots for Chat Unacademy
Education
Bachelor of Engineering (ECE) -
Rajarajeshwari College of Engineering
Intermediate (PCME) -
Shri Bhagawan Mahaveer Jain College
High School -
Holy Child Convent
Skills
- Project Management
- Customer Onboarding & Implementation
- Client Relationship Management
- Technical Assistance
- API & Backend Integrations
- Data Analysis and Reporting
- Training
- Stakeholder Management
- Problem Solving and Escalation Management
- Audit Check
- Cross-Functional Collaboration
- RCA Check
Certification
LeadSquared Product Certification Program: Level 1 - Foundation
Awards
- Rookie Rockstar - Acknowledging swift learning pace and eagerness to fully immerse in substantial work responsibilities within a first year of joining.
- Spotlight Award 2022 - For efficiently establishing the process for the Professional Services team (Implementation), which helped to enhance customer satisfaction and lower churn rates.
- 2020 Outstanding performer award - In Recognition for generating sales over 100K within 6 months span of time and maintaining the client retention rate at 60%.
- Successfully set a record for generating the highest revenue in a single day and in a month.
- Consistency in meeting a monthly objective of 150% every month.
Timeline
Project Manager (Customer Onboarding & Implementation)
WebEngage
12.2022 - Current
Onboarding Analyst(Professional/Implementation)
Leadsquared
09.2021 - 08.2022
Senior Quality Analyst
Unacademy
01.2021 - 08.2021
Senior Associate Business Operations
Unacademy
06.2020 - 01.2021
Associate Business Operations
Unacademy
08.2019 - 06.2020
Bachelor of Engineering (ECE) -
Rajarajeshwari College of Engineering
Intermediate (PCME) -
Shri Bhagawan Mahaveer Jain College
High School -
Holy Child Convent
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