Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Date of Birth
Timeline
Generic

Ishita Chandra

Mumbai

Summary

Experienced Head Of Operations and Customer Experience with a demonstrated history of working in education and edtech industry. Strong operations professional skilled in people and team management and training with an educational background of counseling psychology. An ICF certified life coach with a keen interest in mental well being and people development. Currently seeking a collaborative environment that fosters continuous learning and creativity, promoting both professional and personal development.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Lead Manager - Management Development Programs

SPJIMR
11.2021 - Current
  • Process Implementation and Monitoring -
  • Introduced a CRM tool to improve client pipeline management, streamline data processes, and design efficient workflows for program execution
  • Evaluate and recommend ERP and LMS solutions for institution-wide adoption, overseeing their implementation in the department as part of SPJIMR's digital initiative committee
  • Data & Governance-
  • Maintain departmental data and reports to support effective decision-making, conduct reviews for continuous improvement, and develop MDP policies
  • Ensure timely faculty payments
  • Review partner contracts and customization proposals to ensure adherence to policies
  • Product Development-
  • Strategically plan and launch asynchronous MOOCs and specializations on Coursera, conducting competitive research to enhance MDP offerings
  • Identify and establish connections with industry associations to foster collaborations
  • Program Execution-
  • Ensure seamless execution of MDPs by coordinating program assistants and associates, collaborating with faculty to allocate resources, and managing stakeholder relationships
  • Team Management, Training, and Mentoring-
  • Create a collaborative environment by setting clear goals, delegating responsibilities, and conducting performance reviews
  • Implement training programs and provide one-on-one mentoring to support professional development
  • Budgeting-
  • Develop and manage the annual departmental budget to align with strategic goals, monitor expenses, and assess program profitability for financial sustainability

Co-founder

Thousand Petals Life
05.2021 - Current
  • Coaching and Development - Design personalized coaching plans and conduct sessions to help individuals improve their lives in key areas such as:
  • Discovering purpose and meaning
  • Leadership coaching
  • Anxiety Management
  • Breaking unproductive patterns
  • Achieving work life balance
  • Overcoming Fear
  • Goal Setting for personal and professional growth
  • Behavioural Training Solutions - Provide tailored behavioural training solutions to organizations aimed at developing and enhancing their workforce capabilities
  • Consultancy - Offer consultancy services to mental health startups, focusing on product design and service offerings to ensure market relevance and effectiveness

Mentor - Academics

Educational Initiatives (EI)
07.2016 - Current
  • Customer Orientation Orient customers and schools on El's offerings to ensure a comprehensive understanding of available programs
  • Program Utilization -Facilitate the effective usage of EL programs within schools to maximize their impact on student learning
  • Reviews and Assessments Conduct regular reviews and sessions in assigned schools with teachers and principals to evaluate program implementation and outcomes
  • Interdepartmental Coordination Coordinate between various departments and customers to ensure seamless communication and support
  • Issue Resolution Proactively resolve customer issues through targeted interventions to enhance satisfaction and program effectiveness
  • School Retention Focus on retaining assigned schools by fostering strong relationships and delivering value through EL programs
  • Feedback Analysis Analyze feedback to identify areas for improvement and implement necessary enhancements to the programs
  • Student and Parent Engagement Interact and counsel students and parents regarding performance and optimal usage of the tools provided
  • Mentorship - Mentored 97 schools across Mumbai, Pune, Nashik, and Goa through regular data analysis, personal interactions, and counseling to drive program success

Vertical Lead - Academic Partnerships

upGrad
04.2020 - 04.2021
  • Partnership Development Identify and assess potential partnership opportunities with both domestic and international academic institutions
  • Market Research - Conduct market research to understand the demand and scope for potential academic programs
  • Program Development - Lead research initiatives for new academic program areas, focusing on strategies for approaching and launching programs in identified doma
  • Contract Negotiation- Finalize partnership contracts with universities while coordinating with internal teams to align on operational requirements
  • Cross-Department Collaboration Collaborate with internal teams-including legal, sales, marketing, operations, and support services-to ensure the successful launch of programs

Vertical Lead - Operations and Customer Experience

upGrad
04.2018 - 03.2020
  • Team Leadership -Lead a team of 5 Student Experience Managers and 30 Student Mentors, maintaining a strong customer-centric approach to provide support and mentorship to a learner base of over 6,000 students
  • Process Adherence Ensure adherence to established processes across the two managed verticals to enhance operational efficiency
  • Partnership Management - Establish and maintain third-party partnerships to expand support resources and enhance student experience
  • Project Ideation and Implementation - Ideate, strategize, and implement both short- and long- term projects aimed at achieving viable learner outcomes
  • Cross-Department Collaboration Collaborate closely with Delivery, Program, Finance, and Admin teams to ensure smooth execution of programs
  • Escalation Management -Handle escalations effectively to resolve issues and maintain a positive learning environment
  • NPS Achievement - Consistently maintain an average Net Promoter Score (NPS) of 45, ensuring it does not fall below 40

Student Experience Manager

upGrad
03.2017 - 04.2018
  • Team Leadership - Lead and motivate a team of 12-14 Student Mentors with a strong customer- centric approach to provide support and mentorship
  • Post-Sales Student Experience - Oversee the entire student experience after sales, adding significant value to their careers through upGrad programs
  • Engagement Metrics -Define and implement metrics to measure student engagement and satisfaction, identify trends, and improve outcomes through effective intervention planning
  • Communication Management - Handle all student communications and interactions to ensure a positive experience
  • Stakeholder Management - Collaborate with internal and external stakeholders to meet timelines and enhance student satisfaction
  • Process Development - Develop and optimize processes for support, mentorship, guidance, and placement assistance, continuously improving efficiency and effectiveness
  • NPS Achievement - Maintain a Net Promoter Score (NPS) of at least 50%, consistently achieving an average of 55%+

Assistant Manager

Kotak Education Foundation
07.2015 - 03.2016
  • Process Setup Establish processes for program activities, creating documentation and a baseline to track school leaders on major competencies identified by the intervention
  • School Mentoring - Mentor school leaders on leadership and managerial skills while enhancing their conversational English and networking abilities
  • Process Monitoring and Facilitator Development Monitor the implementation of program processes, review operations based on feedback, and observe facilitators to ensure quality delivery

Assistant Manager

Naandi Foundation
06.2011 - 06.2015
  • Liaison with Government Officials - Collaborate with government officials to prepare MPS schools for the Right to Education Act, implement activity-based learning, and ensure resource allocation
  • Student Performance Monitoring - Evaluate student performance by creating feedback plans, implementing assessments, tracking attendance, and maintaining accurate documentation
  • Community Mobilization - Empower School Management Committees and engage parents to enhance student enrollment, share best practices, and promote hygiene and safety
  • Training and Mentorship - Identify teachers' training needs, conduct workshops, support curriculum rollouts, and mentor new recruits for effective teaching practices

Kotak Education Foundation
05.2010 - 04.2011
  • Developing teaching module content and educational materials
  • Instructing children in semi-government schools on basic interpersonal communication skills
  • Teaching spoken English to students
  • Creating parenting tip materials for distribution to parents
  • Engaging with parents to offer guidance on effective parenting
  • Providing career counseling and guidance to students

Education

MA - Psychology(Career Counselling & Developmental Guidance)

SNDT Women's University, Churchgate Campus
Mumbai
01.2009

BA - Psychology

SNDT Women's University, Churchgate Campus
Mumbai
01.2007

HSC -

Maharashtra State Board
01.2004

SSC -

CBSE
01.2002

Skills

  • Strategic Planning
  • Operations Management
  • Project Management
  • Team building & leadership
  • System optimization
  • Mentoring and Coaching

Certification

  • 3- day Workshop in Neuro-Linguistic Programming
  • 3-day Workshop in Self-hypnosis Technique
  • 3-day Workshop in Psycho-drama Technique
  • Certificate course in Graphology
  • 4 day workshop done from Oscar Murphy on a battery of 5 personality tests - FITS, 4Cs, CPA, ΒΡΑ
  • ICF certified Positive Psychology Coach
  • ICF certified Life Coach

Accomplishments

  • Held the post of Class Representative in B.A. 2nd and 3rd year
  • Held the post of Secretary of the Psychological Society of the College
  • Awarded the Certificate of Merit for securing the highest marks in Psychology in FY B.Α., 2004

Affiliations

  • Personal Coaching
  • Graphology
  • Reading
  • Trained in Hindustani Classical Music

Date of Birth

13 February, 1986

Timeline

Lead Manager - Management Development Programs

SPJIMR
11.2021 - Current

Co-founder

Thousand Petals Life
05.2021 - Current

Vertical Lead - Academic Partnerships

upGrad
04.2020 - 04.2021

Vertical Lead - Operations and Customer Experience

upGrad
04.2018 - 03.2020

Student Experience Manager

upGrad
03.2017 - 04.2018

Mentor - Academics

Educational Initiatives (EI)
07.2016 - Current

Assistant Manager

Kotak Education Foundation
07.2015 - 03.2016

Assistant Manager

Naandi Foundation
06.2011 - 06.2015

Kotak Education Foundation
05.2010 - 04.2011

MA - Psychology(Career Counselling & Developmental Guidance)

SNDT Women's University, Churchgate Campus

BA - Psychology

SNDT Women's University, Churchgate Campus

HSC -

Maharashtra State Board

SSC -

CBSE
Ishita Chandra