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Madugula Sai Charan
Program Manager
Bangalore,KA
Work Preference
Summary
A highly motivated and organized individual with over 9 years of experience in managing customer service operations. Possess strong leadership skills, excellent communication, and problem-solving abilities. Proven track record in managing teams, improving customer satisfaction, and delivering results in a fast-paced environment.
Overview
11
11
years of professional experience
Work History
Program Manager
Simplilearn Solutions Private Limited
Bengaluru, KA
04.2025 - 08.2026
- Developed and implemented scalable support strategies to optimize learner engagement and course completion across various university partnerships.
- Analyzed learner feedback and executed strategic process enhancements to optimize customer experience and satisfaction metrics.
- Oversaw communication with learners to resolve queries and escalations within established SLAs, enhancing overall satisfaction with the learning process.
- Engaged with cross-functional teams, including academic operations, product, tech, sales, and university stakeholders, to support effective program implementation and timely resolution of challenges.
- Executed comprehensive planning and coordination efforts to strengthen relationships with university partners and enhance program schedule effectiveness.
- Conducted thorough analysis of learner feedback to identify trends, recommend actionable improvements in product offerings, processes, and automation systems.
- Analyzed data to track program health and learner engagement, identifying trends, risks, and opportunities, and executing corrective measures to improve results.
- Evaluated learner progress and completion trends, ensuring proactive strategies were in place to boost overall course success.
- Managed challenging learner escalations by prioritizing customer needs, maintaining superior service quality and fostering stakeholder relationships.
- Analyzed learner feedback and operational data, presenting insights and performance dashboards to support strategic leadership decisions.
- Analyzed existing workflows and identified opportunities for continuous improvement to elevate operational efficiency and program effectiveness.
- Coordinated management of multiple cohorts in a fast-paced environment, emphasizing ownership and effective communication with stakeholders.
- Directed operations for more than 100 cohorts, maintaining engagement and support for an average of 7,000 learners.
- Achieved improved training outcomes by optimizing cohort structures and elevating trainer effectiveness. Facilitated enhanced training experiences through focused cohort and trainer optimization efforts.
Customer Success Manager
Neodove Technologies Private Limited
Bengaluru, KA
04.2024 - 04.2025
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Managed approximately 30 calls, emails, and chats per day from customers.
- Collaborated with the sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Led a team of customer success specialists, providing ongoing training and support to enhance team performance.
- Enhanced customer retention rates by developing and implementing targeted customer success strategies.
- Coordinated with the product team to address critical customer issues, ensuring timely resolution and maintaining trust.
Assistant Manager of Operations
BYJUS(Think & Learn Private Limited)
Bangalore
11.2021 - Current
- Experience in building and maintaining relationships with customers. Ability to identify customer needs, develop customer success plans and provide solutions to address those needs.
- Experience in leading and managing a team of customer success associates including setting team goals, providing feedback and coaching, and driving team performance.
- Monitor customer feedback and resolve customer complaints in a timely and satisfactory manner by adhering to TAT & SLAs.
- Handling escalations across all platforms, Customer service, retention, renewals, and generating referrals.
- Maintaining high customer satisfaction scores by reducing churn rates or increasing upsell opportunities.
- Developed and maintain operational guidelines for staff
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
Senior Product Expert
BYJUS(Think & Learn Private Limited)
Bangalore
02.2019 - 11.2021
- Ability to communicate effectively and professionally with customers through various channels such as email chat, phone calls, or video calls. Managed to resolve complex issues, provide accurate information, and maintain a positive customer experience.
- Assisted customers with onboarding, training, and troubleshooting and provided valuable feedback to the product team.
- Managed multiple tasks and priorities in a fast-paced environment. Managed a high volume of tickets & calls and handled escalations with a sense of urgency.
- Acted as the go-to expert on the company's product offerings, providing customer support, technical assistance, and troubleshooting services.
- Collaborate with cross-functional teams, including developers, designers, and subject matter experts, to develop and launch products that meet customer needs and exceed expectations.
- Analyze product performance and customer feedback to continuously improve products and increase customer satisfaction.
Senior Product Specialist
BYJUS(Think & Learn Private Limited)
Bangalore
05.2017 - 02.2019
- Assisted students in setting academic and personal goals and guided them in developing effective study habits and time management skills.
- Collaborated with teachers and parents to monitor students' progress.
- Collaborated with the Academic and Content team on developing content and mapping the syllabus with respect to various boards.
- Provided customer support and resolved product issues through email, phone, and chat support to have a seamless experience with the product.
- Trained and mentored new product specialists on product features, customer support techniques, and best practices.
- Auditing calls of various department team members, providing feedback, quality score, and SOP on call pitching.
Desktop Support Engineer
Strains Technologies
Bangalore
05.2015 - 04.2017
- Configured hardware, devices, and software to set up workstations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with users to achieve customer satisfaction.
- Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Education
B.Tech(B.E) - Electronics And Communication Engineering
Intellectual Institute of Technology
Anantapur05.2015
11th & 12th - MPC
Narayana Junior College
Anantapur04.2011
SSC -
Trinity English Medium High School
Pamidi(V), Anantapur District05.2009
Skills
- Operations Management
- Operational Excellence
- Business Operations
- Customer Service Operations
- Customer Relationship Management
- Customer Success
- Presales & Post Sales
- Training, Learning & Development
Accomplishments
- Received a Hat trick of the Best Performer of the Month Award from the co-founder of the company.
Additional Information
- CRM-Salesforce
- Leadsquared
- Tableau
- Ameyo
- G-Suite and MS Office
- Tooljet
- Order Management System(OMS)
- Orderhive
- UxAchieve & UxOS
- Freshdesk
- Zendesk
- Jira
Languages
English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Kannada
Upper intermediate (B2)
Timeline
Program Manager
Simplilearn Solutions Private Limited
04.2025 - 08.2026
Customer Success Manager
Neodove Technologies Private Limited
04.2024 - 04.2025
Assistant Manager of Operations
BYJUS(Think & Learn Private Limited)
11.2021 - Current
Senior Product Expert
BYJUS(Think & Learn Private Limited)
02.2019 - 11.2021
Senior Product Specialist
BYJUS(Think & Learn Private Limited)
05.2017 - 02.2019
Desktop Support Engineer
Strains Technologies
05.2015 - 04.2017
SSC -
Trinity English Medium High School
11th & 12th - MPC
Narayana Junior College
B.Tech(B.E) - Electronics And Communication Engineering
Intellectual Institute of Technology