Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Websites
Timeline
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HARSH SEHGAL

HARSH SEHGAL

Senior Operations Associate
New Delhi

Summary

Working as a Sr. Business Operations Associate in a leading Ed-tech firm with Proven expertise in optimizing processes, enhancing efficiency, project management, process improvement and ensuring seamless day-to-day operations with having a successful track record in taking strategic operational initiatives. Seeking to bring operational excellence and a commitment to continuous improvement to a dynamic team by successfully streamlining business operations.

Overview

4
4
years of professional experience
5
5
years of post-secondary education

Work History

Senior Business Operations Associate

Scaler Academy
8 2021 - Current
  • Owned and delivered end-to-end execution of a given business problem and executed the assisted doubt resolution responsibilities with a focus on User Happiness
  • Designed various strategies after performing detailed analysis on the initiatives taken to improve the overall experience of learners in their Scaler Journey
  • Worked on several operational fronts while working on different projects and had taken ownership of tasks which are related to different operation departments
  • Enhanced user experience by effectively working on initiatives to enhance first-time experience for newly onboarded learners and streamlined Batch Allocation processes
  • Identified the daily problems which learners tend to face on a day-to-day basis and resolved them with the help and collaboration of cross-teams
  • Ensured end-to-end communication, resulting in 55% drop in overall support tickets
  • Efficiently engaged learners on WhatsApp, decreased response times by 50%
  • Proficiently managed 30,000 learner community, reducing detractors in NPS from 24% to 15.52%
  • Enhanced Teaching Assistants selection, session scheduling, session completion tracking
  • Developed strong relationships with cross-functional teams to ensure seamless project execution and goal achievement.
  • Elevated retention processes, driving average attendance from 72.00% to an impressive 97%
  • Ideated & looked after end-to-end top-down initiatives yielding a 3.6% reduction in refunds, saving over 2.5 crores.
  • Designed easy-to-understand dashboards that provided real-time insights into key performance metrics enabling informed decisions.
  • Collaborated closely with sales teams to identify potential leads in the market, resulting in increased revenue generation opportunities.
  • Analyzed financial data to identify trends and areas for improvement in budget planning and resource allocation.

Wealth Relationship Manager

ICICI Bank
10.2020 - 07.2021
  • Monitored and addressed HNI clients banking and Investment requirements
  • Used financial acumen and investment expertise to review a client's personal data, align clients needs through superior service, and seamlessly aligned service delivery for the enhanced experience; thereby helping the client to reach short-term and long-term investment goals
  • Focused on business development across liabilities, assets & fee to sustain and achieve growth in relationship value, revenues & improved client stickiness
  • Achieved product-wise targets and cross-sold products as per the demographic, lifestyle and risk profiling
  • Formulated outbound and inbound sales plan to acquire new HNI Clients to increase the customer base of the portfolio
  • Conducted risk profiling of all mapped clients and showcased investment products as per the Client risk profile
  • Ensured client contactability at all times through the updation of the latest contact details in all necessary systems
  • Regular contact with all mapped clients through weekly/monthly calls.

Education

MBA - Business Administration And Management

ICFAI Buisness School
Pune
08.2018 - 05.2020

BBA - undefined

Guru Gobind Singh Indraprastha University
08.2014 - 05.2017

Skills

Strategic Planning

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Accomplishments

  • Cost Saving of 4 Cr
  • Reduced response time taken by Teaching assistants by 1 hour
  • Learner Retention and Orientation Excellence

Software

MS-Office

Google Sheets

Power BI

Tableau

Zendesk

Metabse

Timeline

Wealth Relationship Manager

ICICI Bank
10.2020 - 07.2021

MBA - Business Administration And Management

ICFAI Buisness School
08.2018 - 05.2020

BBA - undefined

Guru Gobind Singh Indraprastha University
08.2014 - 05.2017

Senior Business Operations Associate

Scaler Academy
8 2021 - Current

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HARSH SEHGALSenior Operations Associate