Lahari Rao
Aluva
Summary
Dynamic and results-driven professional with extensive experience in customer success, user experience and operations. Proven track record of managing end-to-end customer experiences and program delivery, driving significant improvements in user engagement metrics, and customer satisfaction. Skilled in strategic planning, process optimization, and cross-functional coordination to enhance overall customer experience and program efficiency. Strong expertise in escalation management, customer retention, and relationship building, consistently achieving high CSAT ratings and retention rates. Adept at team management, training, and development to drive productivity and performance excellence. Proficient in data analytics, leveraging insights for data-driven decision-making, and continuous improvement. Excels in fast-paced environments, demonstrating adaptability, efficiency under pressure, and persuasive communication to achieve organizational goals.
Overview
3
3
years of professional experience
Work History
Senior Associate
Upgrad
Bangalore
09.2023 - 12.2024
- Handled the customer experience and program delivery end-to-end for Bootcamp Programs.
- Collaborated with product and sales teams to launch new features, driving a 30% increase in user engagement metrics.
- Engaged with internal teams (Product, Sales, Marketing, Content, Legal, Finance) to optimize learner experiences.
- Developed and executed strategies to enhance overall customer experience, focusing on satisfaction, retention, and loyalty. Enhanced and streamlined, scalable customer success processes for efficient customer onboarding, issue resolution, and program completion within deadlines. Implemented a ticket prioritization system, reducing the average ticket resolution time by 30%.
- Achieved a 49.55% cost reduction by optimizing program delivery expenses.
- Increased customer referral rates through proactive relationship management and tailored support strategies.
- Maintained a refund rate below 1%, showcasing strong management of returns, and high customer satisfaction.
- Enhanced Net Promoter Score (NPS) by 10 points over 6 months by implementing a robust customer feedback loop.
- Analyzed customer service metrics and implemented improvements that reduced customer support escalations by 25% and increased the CSAT score.
- Achieved a 20% increase in resolved tickets within SLA targets by leveraging data-driven ticket closure strategies. Streamlined escalation procedures, reducing the average critical issue resolution time by 25%.
- Managed all social media and higher-level escalations as the designated SPOC, overseeing each escalation through to resolution.
- Handled high-priority escalations, including founder, CEO-level, LinkedIn, and legal issues, ensuring quick and efficient resolution of complex customer concerns.
- Proficient in CRM systems such as Salesforce, Freshdesk, Zendesk, and Lead Square.
- Conducted calls to understand the red flags in delivery and communicated the same to the leadership team.
Loan Verification,Collections and Repayments
Think and learn pvt limited
Bangalore
07.2021 - 08.2023
- Ensured accuracy by verifying loan details and customer order information.
- Effectively resolved customer escalations, improving overall support experience.
- Processed inbound and outbound inquiries, maintaining efficient communication channels.
- Led retention strategies and managed social media escalations, maintaining high revenue by addressing customer concerns and fostering long-term loyalty, resulting in a 15% increase in customer retention year over year.
- Consistently met SLA and TAT targets, ensuring timely resolution of customer issues, and improving operational efficiency by 25%, with a 98% on-time service delivery rate. Handled 85+ calls daily as part of the Issue Resolution Team (IRT), maintaining 6 hours of talk time per day, resolving complex issues, achieving a 90% customer satisfaction rate, and reducing escalations by 18%.
- Used CRM tools (e.g., Salesforce, Zendesk, Freshdesk, Lead Square) to manage customer inquiries, track service levels, and streamline issue resolution, improving team workflow and customer experience.
Education
Bachelor of Engineering - Electronics and Communications
G.H. Patel college of Engineering and Technology
XII Higher Secondary education -
Delhi Public School
SuratX Secondary education -
Delhi Publc School
SuratSchooling till 7th Grade -
Kendriya Vidyalaya
ONGCSkills
- Strategic Planning & Process Building
- Program Management
- Program Delivery
- Post Sales Operations Management
- Budget Management
- Cross-functional coordination
- Customer Relationship Management
- User experience
- Enhancement
- Customer Feedback Analysis
- Customer Retention
- Customer Lifecycle Management
- Escalation Management
- Team Management & Development
- CRM - Freshdesk, Zendesk, Salesforce and Lead Squared
- Data Analytics & Data-Driven Decision Making
- Problem Solving & Critical Thinking
- Proficient in Effective Communication
- Proactive Approach
- Efficiency Under Pressure
- Empathy and Patience
- Quality Assurance
- Time management and multitasking
- Ameyo
- Quality assurance
- Team leadership
- Proactive communication
- Customer relationship management
- Saas
- Program management
Accomplishments
•Best Team Award and Contributor at Think & Learn Pvt Limited
•National-level badminton player
• Most Valuable Player: back-to-back two quarters at Upgrad
• Winner in Youth Fest, Western Group Song.
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Telugu, Full Professional Proficiency
- Can understand Marathi and Gujarati
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Senior Associate
Upgrad
09.2023 - 12.2024
Loan Verification,Collections and Repayments
Think and learn pvt limited
07.2021 - 08.2023
Bachelor of Engineering - Electronics and Communications
G.H. Patel college of Engineering and Technology
XII Higher Secondary education -
Delhi Public School
X Secondary education -
Delhi Publc School
Schooling till 7th Grade -
Kendriya Vidyalaya