Kinnari Shah
Mumbai
Summary
Operational Excellence with 8+ yrs of experience in Project Management, Client Servicing (International and Domestic), Quality, B2B & B2C operations, Excel and Content.
Knowledge and experience in E-Learning and E-Commerce industry.
I am keen to achieve a position that would demand the best of my technical and analytical abilities for career advancement while contributing towards the growth of the organization which appreciates hard work and provides a good learning environment.
Overview
9
9
years of professional experience
Work History
Senior Associate, Customer Success
IKAN Uplevel Technologies Private Limited
Mumbai
07.2024 - Current
- Assisting students to complete onboarding formalities. Welcoming each student on call before the batch start date.
- Tracking individual student progress for multiple cohorts as they move through IK's program and maximize completion rates.
- Keeping dropouts and deferrals to a minimum by offering additional guidance, and support.
- Getting reviews and referrals from students. Work closely with all the internal teams to continuously improve the learning experience. Maintaining daily trackers, comfortable using Google Sheets, CRM, etc.
- Communicating to students via calls, email, direct message, video, or a mix of communication strategies.
- Mentoring, motivating students, and connecting them to guidance coaches and career coaches as and when required.
- Serve as the single point of contact for all students' queries and concerns.
Operations Manager
Idfy
Mumbai
05.2023 - 11.2024
- Managed three team of 15-20 people working of different process.
- Connecting with international and domestic clients for updates and requirements.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Measured and reviewed performance via KPIs and metrics.
- Presented performance and productivity reports to supervisors and clients.
Assistant Manager
upGrad
Mumbai
07.2019 - 11.2022
- Managed International and domestic candidates by Analyzing their performance on different program elements and propose interventions to improve lagging metrics.
- Had regular connect with International and domestic university for the cohort updates and requirements.
- Resolved customer and university inquiries and complaints requiring management-level escalation for both domestic and international cohorts.
- Onboard Subject Matter experts and Industrial experts for live sessions and content.
- Organize and conduct demo lectures and live sessions for the programs.
- Manage and Lead the Operations Team and provide them with process training regularly.
- Coordinated with various teams like content, delivery, and tech team for project needs and program delivery.
- High customer-centricity, understanding student expectations, and supporting them to achieve their goals.
- Maintain a database of the entire history of expectations, interactions & growth of every candidate.
- Provide lagging candidates with regular feedback and motivation to help them succeed.
- Drive change and improvement in Operational and Technical Performance.
- Keep a close check on the product, identify gaps and coordinate with the respective team to implement the same
- Delegated daily tasks to team members to optimize group productivity.
- Supported sales team members to drive growth and development.
- Provide accurate and timely reports of project activities to senior management.
Sr. Executive Operations Co-Ordinator
Yatra.com
Mumbai
06.2015 - 06.2019
- Maintaining relationships with clients by providing support, information, and guidance.
- Independently generated and analyzed various reports like Monthly Live reports and Project Updates.
- Created SOP for a better understanding of the process.
- Created Quality mark sheet to conduct QA of the team.
- Coordinated with various teams like analysts, finance, and tech teams for project needs.
- Onboarding new channel managers and their API integration post- necessary testing.
- Coordinate with >25 Channel Managers with approx 10K properties.
- Day-to-day switch requests, ARI failure queries, RQ and RS XML troubleshooting, etc
- Coordinate with Product and Tech Teams for the development and maintenance of Connectivity.
- Wrote content on the company website for hotels and resorts with ratings ranging from 3 to 5 stars.
- Manage content uploads and content duplication on Yatra.com and TravelGuru Websites.
- Revamped Descriptive Content for more than 40K Hotels and more than 3K Homestays to suit the changing consumer need.
- Liaise with the team to conduct Quality Checks for each of the contents prepared by subordinates.
Education
Bachelor's degree - Information Technology
Thakur College Of Engineering And Technology
Mumbai06.2015
Science
Thakur College of Science & Commerce
Mumbai03.2012
Skills
- Project Management
- Time Management
- Performance Tracking and Evaluation
- Documentation and Reporting
- Team Management
- Verbal and Written Communication
- Strong problem-solving & troubleshooting skills
- Ability to handle multiple complex, demanding and time sensitive responsibilities
- Microsoft Office Expertise
Timeline
Senior Associate, Customer Success
IKAN Uplevel Technologies Private Limited
07.2024 - Current
Operations Manager
Idfy
05.2023 - 11.2024
Assistant Manager
upGrad
07.2019 - 11.2022
Sr. Executive Operations Co-Ordinator
Yatra.com
06.2015 - 06.2019
Bachelor's degree - Information Technology
Thakur College Of Engineering And Technology
Science
Thakur College of Science & Commerce
Similar Profiles
Sharmistha SenSharmistha Sen
Senior Business Analyst at IKAN UPLEVEL TECHNOLOGIES PRIVATE LIMITEDSenior Business Analyst at IKAN UPLEVEL TECHNOLOGIES PRIVATE LIMITED
Vasuda KrishnamurthyVasuda Krishnamurthy
Financial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private LimitedFinancial Analyst at EMC SOFTWARE AND SERVICES INDIA PRIVATE LIMITED/Dell, Technologies India Private Limited
RAKESH JRAKESH J
Network Engineer at EQL FINANCIAL TECHNOLOGIES PRIVATE LIMITED (Formerly name of INDIAFILINGS PRIVATE LIMITED)Network Engineer at EQL FINANCIAL TECHNOLOGIES PRIVATE LIMITED (Formerly name of INDIAFILINGS PRIVATE LIMITED)