Summary

Overview

Work History

Education

Skills

Disclaimer

Timeline

HARSHITHA U

Program Manager|Delivery Operations

Bangalore

Summary

Results-driven Program Manager and Escalation Manager with 5+ years of experience in managing domestic and international university programs. Skilled in end-to-end program delivery, learner lifecycle management, renewals, and escalation handling. Proven track record of driving operational efficiency, high learner satisfaction, and timely issue resolution. Seeking to contribute to a dynamic organization with a strong focus on growth and impact.

Overview

years of professional experience

Languages

Work History

Program Manager

Great Learning

04.2024 - Current

Managed cross-functional teams for successful project completion within deadlines and budgets.
Managed multiple strategic projects with numerous sub-projects or workstreams.
Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
Established strong relationships with key stakeholders, ensuring support for program initiatives.
Managed the Post Graduate Program (PGP) in Cloud Computing in collaboration with Great Lakes Institute of Management and Great Learning.
Owned end-to-end learner lifecycle management from enrollment to graduation, and handled a cohort of 400+ working professionals with 15+ years of experience.
Achieved a 95% batch completion rate, ensuring high learner retention and satisfaction. Maintained 90-93% attendance in key sessions through consistent engagement and follow-ups. Ensured 100% ticket resolution within 24 hours, adhering strictly to SLA timelines.
Conducted welcome calls and onboarding sessions for a seamless learner experience, planned and coordinated assessments, deadlines, and learning milestones, and acted as the primary point of contact for learners, resolving queries efficiently. Collaborated with Guru Ops and internal teams to ensure smooth program delivery.
Drove learner engagement via WhatsApp groups, regular communication, and community management. Monitored learner progress and proactively intervened to prevent drop-offs.

Escalations Manager

Quantum Leap Learning Solutions Pvt Ltd

02.2024 - 04.2024

Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Collaborated with cross-functional teams to develop strategies for reducing escalations and improving overall support quality.
Devised tailored action plans to address recurring issues identified through trend analysis, leading to significant improvements in long-term customer satisfaction levels.
Streamlined escalation processes for quicker issue resolution and improved customer experience.
Created detailed reports on escalated cases to identify trends and areas for improvement.
Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.
Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.

Escalation Manager /Program Manager

Intellipaat Software Solutions Private Limited

07.2023 - 01.2024

Managed refund inquiries and resolutions as an Escalation Manager, ensuring customer satisfaction.
Sustained positive customer experience and engagement with the organization.
Conducted thorough customer cross-checks for accuracy and quality assurance.
Led UI/UX and Digital Marketing programs, overseeing partnerships with prestigious universities like IITM, IIT Roorkee, and IIT Guwahati.
Held full responsibility as a Program Manager for international universities, including MIT and SSBM.

Executive AssistantRenewal Specialist / Senior Mentor/Product Expert

BYJU'S The Learning App

06.2020 - 07.2023

Connect with customers regularly, ensure a seamless & effective experience and help them renew subscription for the subsequent academic year.
Demonstrate strong sense of ownership for business metrics; Own and deliver conversion/revenue targets month on month.
Showcase bias for action towards delivery of performance metrics (both inputs and outputs).
Ensure all customer queries are resolved within the agreed SLA.
Have successfully shown good number of conversions / sales at end of the academic year.
Have been selected to work for various new campaigns within the organization.
Have successfully worked for Aakash & Byjus project , initiated in the year of 2021, and received appreciation for meeting my targets on timely manner.

IT Recruiter (Talent Acquisition)

ITC Infotech

03.2019 - 07.2019

As an IT Recruiter executive we had a responsibilities include sourcing, screening and providing a shortlist of qualified candidates for various technical roles.
E will also network online and offline with potential candidates to promote our employer brand, reduce our time-to-hire and ensure we attract the best professionals.
Was the point of contact with the operational team and with the HR team Ontact: -Chenna Reddy Keelam(Talent Acquisition Manager ) 9108084884.

Education

Bachelor's Degree - Business Administration

Vijaya College - Jayanagar Bengaluru

01-2018

Pre-University - undefined

St Joseph's Composite PU College

01-2015

Skills

MS Office: MS Word, Excel

Lead squared

Salesforce

Fresh desk

Head Hunting in Naukri and Linked in

Communication skills

Leadership

Time Management

Decision Making

Work Planning and Prioritization

Strategic planning