Hi, I’m
Kunjbihari Ram
Navi Mumbai
Summary
Dynamic Senior Delivery Associate with a robust 3-year tenure, eager to leverage expertise in Project Planning, Content Management, and User Experience Design to enhance delivery processes. Adept in Analytics and Customer Relationship Management, I am committed to driving customer satisfaction and operational excellence. With a background in Aircraft Maintenance Engineering and a suite of skills including Data Analysis and Stakeholder Engagement, I am poised to contribute to your team's success and elevate the customer journey.
Overview
3
years of professional experience
1
Certification
Work History
upGrad International
Senior Delivery Associate
01.2024 - Current
Job overview
- Lead Program Operations: Oversee the entire Golden Gate University's DBA program lifecycle, from student onboarding to graduation, ensuring smooth program delivery and adherence to best practices.
- Driving user engagement: Implement innovative top-funnel activities to attract and retain learners within the program.
- Champion Student Success: Manage Net Promoter Score (NPS) initiatives to consistently improve student satisfaction and enhance the overall learning experience.
- Prioritizing and resolving student queries: Provide prompt and efficient support for both technical and academic inquiries, ensuring a smooth learning journey.
- Cultivating a positive learning environment: Foster strong relationships with students, addressing their concerns and questions with empathy and professionalism.
- Prioritization Pro: Proactively identify and resolve student concerns, prioritizing tasks to ensure timely resolution.
Testbook
Operations Associate
12.2022 - 12.2023
Job overview
- Lead and manage a team of 14 individuals, ensuring the delivery of exceptional User Experience across all platforms.
- Implement and oversee NPS (Net Promoter Score) management strategies, monitoring customer satisfaction levels and implementing improvements based on feedback.
- Utilize data analytics tools to analyze key metrics and generate insights for optimizing operational efficiency and enhancing user experience.
- Actively engage in resolving queries and doubts from users, providing prompt and accurate solutions to ensure a seamless customer experience.
- Manage the Intercom platform, effectively communicating with customers and addressing their concerns or inquiries in a timely manner.
- Oversee operations on the Redash analytics platform, generating reports and visualizations to provide actionable insights to stakeholders.
- Coordinate and oversee operations on the Learning Management System (LMS), ensuring smooth functioning of courses, content management, and user enrollments.
- Take charge of course operations, including scheduling, content updates, and coordination with subject matter experts, to ensure high-quality course delivery.
- Monitor and analyze user feedback, identifying areas for improvement and implementing necessary changes to enhance overall customer satisfaction.
- Implement a top activity funneling system to identify and prioritize key user activities, streamlining processes to enhance user engagement and conversion rates.
Testbook
Content Operations
08.2022 - 12.2022
Job overview
- Managed content operations, including content creation, curation, and updates, to ensure the availability of high-quality educational materials for users.
- Coordinated course management activities, including content scheduling, curriculum updates, and coordination with subject matter experts, to ensure smooth course delivery.
- Utilized Learning Management System (LMS) to manage course enrollments, user progress tracking, and user engagement.
- Scheduled live classes, coordinating with instructors, and ensuring seamless delivery of educational sessions to users.
- Providing guidance, support, and training to ensure efficient content operations and timely project completion.
- Collaborated with the Skill Content team to streamline processes and improve the efficiency of content development and delivery.
- Conducted data analysis using tools such as Redash and Google Suite, generating reports and insights to identify trends, optimize content strategies, and improve user engagement.
- Assisted in resolving technical issues and user queries, ensuring prompt and accurate resolutions to enhance user experience.
- Utilized MongoDB to organize and manage data related to content operations, course progress, and user engagement.
Nippon India Mutual Fund
Operations Executive
09.2021 - 04.2022
Job overview
- Handling customer issues and getting them resolved, if required, escalating the situation to the concerned department and ensure that it is resolved within the promised time frame.
- Providing excellent customer service and answering queries regarding the product, and services we have been offering.
- I use tools like CRM (Customer Relationship Management) to record the catering I have done to the customers.
- Analyzed customer investment patterns and habits to develop compelling pitches and secure investments.
- Promoted company launches and maintained regular communication with clients to ensure them awareness of new products and services.
- Results-driven professional with a passion for driving growth and success.
- Strong track record of generating leads, analyzing customer behaviors, and promoting new launches to drive business success.
Education
Indian Aerospace And Engineering
Aircraft Maintenance Engineering (Avionics Engineer)
03-2022
Skills
- Project Planning
- Content Management
- Intercom Chat Bot
- Google Suite
- Database Management System
- Customer Relationship Management
- ReDash - Dashboard/Querying
- User Experience/Engagement
- Net Promoter Score
- Stakeholder Engagement/Engagement
- Clevertap
Certification
- National institute of security market, National Institute of Securities Markets (NISM)
- Drone pilot, DGCA India
Timeline
Senior Delivery Associate
upGrad International
01.2024 - Current
Operations Associate
Testbook
12.2022 - 12.2023
Content Operations
Testbook
08.2022 - 12.2022
Operations Executive
Nippon India Mutual Fund
09.2021 - 04.2022
Indian Aerospace And Engineering
Aircraft Maintenance Engineering (Avionics Engineer)
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