Mohd Afzal Khan
Assistant Manager
Bengaluru
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Customer-focused professional with successful 4-year career in Ed-Tech sector.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Assistant Manager
Think And Learn Private Ltd - Aakash BYJU'S
Bengaluru
11.2021 - Current
- Coordinated with Aakash Centres to provide high service delivery and maximize customer satisfaction.
- Led team of 25 Product Experts to cultivate relationships with the centres , understand product requirement and resolution
- Analyzed customer behavior and engagement data to identify trends, potential risks, and areas for improvement and created reports and documents as requested by the senior management i.e General Manager and Vice President
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Developed a comprehensive risk management strategy that reduced operational losses and refunds and resulted in successful retention by 40%.
- Managed operation of Aakash Digital Customer Acquisition - Upselling process and product development.
Team Lead
Think And Learn Private Ltd - Aakash BYJU'S
Bengaluru
09.2020 - 10.2021
- Coached team members in techniques necessary to complete job tasks.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Evaluated employee skills and knowledge regularly along with training and mentoring individuals.
- Coordinated and consulted with account managers to better understand their needs, maximize the level of service, encourage relationship building and provide cost-effective service solutions.
- Created business-to-business relationships through business sales, event distribution, parent-student orientation of 5000 students weekly
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
Product Expert
Think And Learn Private Ltd - Aakash BYJU'S
Bengaluru
10.2019 - 09.2020
- Collaborated with the product training team to ensure product features met customer needs, resulting in an 80% increase in customer satisfaction and product engagement.
- Managed the Customer life-cycle, resulting in an average of 11% retention on the month on month basis
- Maintained an average of 87% First Call Resolution month on month basis.
- Encouraged students to attend AITS (All India Test Series) conducted by BYJU'S for
competitive exam preparation and overall development - Built and maintained relationships between clients and stakeholders
- Maintain CRM hygiene for clients for easy backtracking and reporting.
- Handling regional escalation from the member end (technical and non-technical) and getting that solved within SLA via calls and emails.
Education
Bachelor of Engineering - Mechanical Engineering
MVJ College of Engineering
Bengaluru 06.2012 - 07.2016
Skills
Cross-Functional Collaboration
Project/Product Management Tools (eg, JIRA, Freshdesk)
Relationship Management
Program Management
Technical Expertise
Data Analysis
Problem-Solving
Organizational Skills
Tech Skill
- MS-Excel
- G-Suit
- SQL ( DML)
Timeline
Assistant Manager
Think And Learn Private Ltd - Aakash BYJU'S
11.2021 - Current
Team Lead
Think And Learn Private Ltd - Aakash BYJU'S
09.2020 - 10.2021
Product Expert
Think And Learn Private Ltd - Aakash BYJU'S
10.2019 - 09.2020
Bachelor of Engineering - Mechanical Engineering
MVJ College of Engineering
06.2012 - 07.2016