Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Monisha Arunkumar

Bangalore

Summary

Dynamic and results-oriented Customer Support Manager with 6 years of proven success in leading high-performance support teams across fintech and edtech domains. Adept at building and mentoring cross-functional teams, driving agent performance, and fostering a culture of accountability, empathy, and continuous improvement. Proven ability to scale support operations, implement robust SOPs, and manage KPIs, including First Response Time (FRT), Average Resolution Time (ART), Customer Satisfaction (CSAT), and Service Level Agreements (SLAs). Strong expertise in people management, coaching, and performance reviews—consistently improving team productivity and morale while reducing operational overhead. Known for driving quality assurance (QA) compliance and streamlining workflows through CRM platforms like Freshdesk, Salesforce and LeadSquared.

Overview

6
6
years of professional experience

Work History

Customer Support Manager

Jodopay
Bangalore
11.2022 - 12.2024
  • Led a cross-functional support team of 8+ agents across L1/L2/L3, ensuring resolution coverage across chat, email and voice channels.
  • Spearheaded end-to-end customer support operations, including L1/L2 ticket management, omnichannel support integration, and escalation handling for a customer base exceeding 500,000 users.
  • Defined and monitored KPIs such as CSAT (Customer Satisfaction Score > 91%), FCR (First Contact Resolution [82%]), SLA adherence, NPS (Net Promoter Score [+45]), and CES (Customer Effort Score [8/10]) using dashboards.
  • Established SLA-driven workflows with escalation matrices, reducing average first response time (FRT) by 33%.
  • Integrated AI-powered ticket routing and chatbot solutions, resulting in a 35% reduction in average response time, and a 28% improvement in the ticket deflection rate.
  • Collaborated with Product and Engineering teams to triage and prioritize bug fixes based on customer impact and ticket volumes.

Assistant Manager - Customer Retention

Byju's - The Learning App
Bangalore
03.2021 - 06.2022
  • Led a retention team of 6, training them in empathetic communication, objection handling, and persuasive re-sell tactics aligned with the learner's goals.
  • Reduced the voluntary cancellation rate by 22% using timely offers, such as extended access and personalized learning support.
  • Boosted reactivation rate by 26% among dormant users, primarily driven by free tablet distribution to inactive, but high-potential learners.
  • Improved renewal rate by 19%, boosted user retention by 31% and reduced churn by 22% through data-driven engagement strategies, personalized offers, early warning systems, and targeted reactivation campaigns.
  • Collaborated with Product and Ops teams to align incentive logistics and ensure delivery of retention promises within SLAs.

Product Specialist

Byju's - The Learning App
Bangalore
12.2018 - 03.2021
  • Delivered value-driven product consultations, highlighting learning path customizations, adaptive assessments, and progress tracking features to foster deeper parental confidence and student motivation.
  • Acted as the primary product liaison between BYJU’S platform and end-users, building strong, trust-driven relationships with students and parents to maximize product adoption, engagement, and long-term satisfaction.
  • Served as a feedback conduit, capturing recurring pain points from parents and learners to influence iterative improvements in UX, content delivery, and device compatibility.
  • Reduced onboarding-related escalations by 27% via proactive communication and trust-based relationship management.
  • Increased parental NPS by 21% through empathetic consultation, issue resolution, and tailored academic goal alignment.

Education

Bachelor of Engineering - Computer Science

K S Institute of Technology
Bangalore
07-2017

Skills

  • KPI Monitoring & SLA Management
  • Escalation Management
  • Omnichannel Support Management
  • Team Coaching & Performance Reviews
  • Data-Driven Decision Making
  • Salesforce, Freshdesk, and Leadsquare CRM platform proficiency
  • Cross-Functional Collaboration
  • Ticket management
  • Customer relationship management
  • Customer Retention & Loyalty Strategy

Accomplishments

  • Recipient of “Performer of the Quarter” award for surpassing key performance benchmarks—maintaining an average talk time of 7+ hours/day and achieving 120+ unique connected calls/day, setting a new productivity standard and directly influencing team-wide improvements in AHT, contact rate, and call coverage efficiency.

Timeline

Customer Support Manager

Jodopay
11.2022 - 12.2024

Assistant Manager - Customer Retention

Byju's - The Learning App
03.2021 - 06.2022

Product Specialist

Byju's - The Learning App
12.2018 - 03.2021

Bachelor of Engineering - Computer Science

K S Institute of Technology

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Monisha Arunkumar