Kavana
Hyderabad
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, time management, data analysis and problem-solving skills.
Proactive, analytical and detail-oriented management professional with 9 years of extensive experience across the complete project lifecycle starting from Customer success, retention and upsell, customer service, client pitching, product consumption and adoption, scrum management and agile methodologies, stakeholder engagement, project management, execution and deployment of innovative solutions.
Overview
11
11
years of professional experience
Work History
Program Manager I
Amazon
11.2023 - Current
- Driving cross-functional programs to deliver business value for the team and be part of projects involving new feature definition to improve processes to reduce cost and maintain ship margin.
- Set clear objectives for programs, leveraging data analytics to drive improvements and achieve metrics.
- Deep dive processes and programs to identify and action on root causes.
- Established strong relationships with the key stakeholders,ensuring support for program initiatives.
- Overseeing support plans after launch and searching for ways to enhance program quality.
- Working backwards from customer feedback to deliver the best customer shopping experience.
Senior Customer Success Manager
Simplilearn
10.2022 - 03.2023
- Delivered enterprise projects for clients with budgets from $5 million on time and on budget for clients such as IT software, SAAS, Product, Internet, Banking industries.
- Managed clients like EY, Dell, ITC Limited, Incedo, ADP, Tiger Analytics, FLEX, RBL, Cognizant, Infosys, Manappuram etc.
- By conducting initial success call with partners to understand their business, strategic goals, and use cases & document the same.
- Work with customers to define high-level success plan that tracks milestones and measures progress against shared metrics to help customers achieve their goals.
- Deliver product tour and support process walk-through as part of customer onboarding discussion.
- Proactively review product consumption to help customers increase value of their investment.
- Build and maintain strong direct client relationships with key stakeholders and retain those relationships and seek out client advocacy related initiatives.
Program Manager
Simplilearn
04.2019 - 10.2022
- Automated referral process ‘B2C’ which decreased lead time in voucher dispatch.
- Designed new set up for refund process to decrease handling time and thereby speed up refund cycle.
- Managed team of 15–20 consultants, helped in mentoring them and thereby increasing overall NPS/CSAT.
- Designed pod structure based on geographical locations for account management which helped in providing 100% client focus and satisfaction.
- Negotiate process improvements and needed features by distinguishing between important and urgent.
- Forming and managing cross-functional project teams to drive key programs for our customers.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Coached team members on productivity strategies to accomplish challenging goals.
- Managing stakeholder communication across multiple lines of Business on various project milestones, process changes, escalations.
Assistant Manager
Simplilearn
04.2018 - 04.2019
- Created employee schedules to align coverage with forecasted demands.
- Responsibility for defining and driving operational/business goals.
- Improved staffing during busy period by creating employee schedules and monitoring call-outs.
- Owning specific people programs on coaching and development and team engagement.
- Building data oriented culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.
- Ensured high quality standards for interviewing and hiring employees at all levels of organization.
- Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations.
Lead Consultant
Simplilearn
02.2016 - 04.2018
Business Development Executive
Amazon
02.2014 - 08.2015
Education
Bachelor of Science - Agriculture
University of Agricultural Sciences
01.2013
Skills
- Program management
- Customer Relations/Experience
- Account Management
- Time Management
- Data Driven Decision Making
- Strategic Planning
Timeline
Program Manager I
Amazon
11.2023 - Current
Senior Customer Success Manager
Simplilearn
10.2022 - 03.2023
Program Manager
Simplilearn
04.2019 - 10.2022
Assistant Manager
Simplilearn
04.2018 - 04.2019
Lead Consultant
Simplilearn
02.2016 - 04.2018
Business Development Executive
Amazon
02.2014 - 08.2015
Bachelor of Science - Agriculture
University of Agricultural Sciences
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