Nithin Raja Vatsavai

- Handled planning and execution of Renewals of all customer expiring for the year of 2023 from Byju's. Could get an average revenue of 1cr per week from the process.

- Created procedures to track and reduce refund numbers of Byju's existing customers and designed ways to reduce the same. Could reduce the refund percentage by 5 percent.

- Handled new products and pilots of Byju's like Byju's Digital Learning Course and Byju's Tuition Centre and delivered service tracking and sales tracking mechanisms with process compliance tracking. These products are now main stream products in Byju's contributing to the major part of the sales.

- Developed a referral model with with a 18 members team which gave a revenue of 50lakhs per week.

- Salesforce, Leadsquared and Excel have been used to create and these processes.

- Handled a team of 95 associates and 10 managers which includes Onboarding Team (which takes care of customer journey for first 45 days) and Mentoring team (which takes care of customer journey after 45 days till expiry).

- Increased engagement of customers in the forst four weeks from an average of 65% to an average of 90% by creating a reminder process which will not hinder the ongoing KRAs or KPIs.

- Increased Occupancy from 33% to 50% in inputs (Talk Time and Connected Calls) by creating a biweekly R&R process.

- Increased customer outreach from 87% to 98% in Onboarding Team and from 62% to 88% in mentoring which resulted in an increase in EMI collection percentage of 8% overall.

- Increased CSAT from 7.5/10 to 8.9/10 from mentoring teams.

- Handled a team of 17 people who are specialized to handle customers with live classes and increase their attendance and satisfaction of classes.

- Handled the entire pilot and created process to track attendance and remind customers of classes in order to increase attendance.

- Handled Parent Orientation classes to new customers in pilot stage which is now an offering to every customer in Byju's.

- Worked in identifying customer's in class issues and also reasons of not attended customers. Designed resolutions for identified issues and the same were tracked until the desired output of 90% attendance was reached.

- Handled an onboarding team of 27 associates who call customers fortnightly once to solve any ongoing issues and improve their engagement with application, targeting an end result of reduced refunds and improved EMI collection.

- Improved collection percentages from 75% to 87% and won incentives from 7/11 months as manager.

- All the KRAs and KPIs during this timeline are met with 100% efficiency and increased occupancy and SLA targets for the entire floor.

- Developed an audit mechanism by which audits were done on associate's calls and feedbacks were given which resulted in an improvement in call quality and better CSAT.

- To onboard and reach out to customers fortnightly once and make sure they are engaged with application.

- Achieved the best refund numbers and highest collection percentages on the floor and got promoted within just 13 months of associate journey.

- Worked on pitch designing and CSAT improvement projects with skip level managers.

- Qualified for incentives in 7/13 months of overall associate journy where new employees for first 3 months would not be considered for incentives.