Mithun Shetty

Setup the Community Vertical and launched the first Community Programs.

• Created the community vertical, hired & trained the first 4 community managers in the company.
• Setup the customer communications vertical, with dedicated channels and SLAs for all service and product communications.
• Setup partner engagement & marketing strategy for coins listed on CoinDCX. Conducted over 100 AMAs & Trading competitions under this, to drive trading volumes of over over $1.8 million through these competitions.
• Started the Ambassadors program that has helped bring down content creation costs by 27% since it was started through community sourced content.
• Launched and managed the early adopters community of 1000 users to support alpha launch CoinDCX investment app. This community contributed 34 unique pieces of actionable feedback and 13000 referrals for the beta launch.
• Setup the ORM function and improved the brand perception on social media, through community led response and crisis management.
• Started the community led referral program for the Margin Trading business and generated over 5000 referrals in 3 months.
• Designed and launched the volunteer lead "CoinDCX Local Chapters" program in July 202. This program has created 97 unique pieces of user generated content and contributed to 37% of all positive brand engagement posts on social media.

Partnerships and Influencer Management

• Onboarded Crypto trading influencers like Sandeep Bahuguna and Aditya Singh to start the "Weekly Crypto Price Analysis" series on Youtube.
• Started a web3 club at BITS Pilani as part of CoinDCX x BITS Pilani partnership.
• Onboarded over 500 influencers/creators to drive awareness and acquisition. Achieved 3X search and brought the CAC down to 24% through negotiations and content recalibration with the influencers.

Driving service excellence, community delight & process improvements

• Consistently achieved a net promoter score (NPS) of 55+ by efficiently managing community operations. across.
• Designed and implemented the Member Relationship Management framework for our co-working spaces across the country. Increased retention by 27% as a direct result of this project.

Nurture a culture of community and member delight within the company

• Designed and implemented the community onboarding experience for new customers to improve community adoption.
• Designed the “Community First” workshop as part of the induction for all new employees. This was designed to educate employees on the company’s vision of community and what role they play in it.
• Built and scaled the community function to a separate vertical with 4 community leads and 87 community managers across India
• Create the "91CultureLabs" program. Focused on the arts and cultural scene in Mumbai, this initiative hosted over 30 events focused on music, movies, poetry and art.
• Launched India’s first FinTech community “Rise Mumbai” in partnership with Barclays Bank, with 16 startups as part of the first cohort in 2016 after rigorous screening for fitment.
• Managed partnerships with Google For Startups, Facebook and AWS to design startup support and mentorship programs for early stage startups.
• Designed and implemented the community growth and engagement framework. Maintained average community activation & retention rates at 47% and 65% respectively.
• Led the launch of 91springboard's first coworking space in Mumbai, which was India's largest coworking space at the time with a capacity of 1200.
• Directly managed and executed over 150 events focused on learning and networking for startup founders & operators.
• Organized and led programming for CUAsia2019, the world’s best coworking conference. Raised funding of Rs 2.5 Cr and managed the conference end to end, with a foot fall of 478 attendees from across the world.

• As the first hire on the service delivery team post the acquisition by NTT Communiations, I worked on creating the customer onboarding, service delivery, and the relationship management systems at Dimension Data.
• Managed to retain our largest account which was at high risk of churn by fixing support issues and improving the quality of service delivery. This account contributed to USD 1.7 million in revenue annually.

• Responsible for setting up the IT Support function which involved defining and implementing SLAs across support levels and launching a voice support help desk in 2014.
• Introduced a structure for daily performance reports which helped to gauge and improve the response and resolution times of the service desk. This enabled the team to consistently hit SLAs.
• Managed a service desk team that was recognized as the best in class globally, based on CSAT and service level fulfilments, at the Service Desk Institute Summit in 2014.

• Analyzed existing issues around support from the help desk and revamped the systems as well as the team to resolve this. This included hiring and training new team members, in addition to creating clear SLAs and support documents.
• Introduced clear Incident, Problem and Change management processes where none existed before to drive clarity and accountability across all IT support teams in the organization.

• As a member of the Level 1 NOC team for the Telstra account, I was responsible for the monitoring of the client's IT infrastructure and Level 1 support.
• Recognized for consistently delivering high-quality support and communication during high-priority outages, and consistently meeting SLAs.