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PRIYANGA KRISHNA RAJ
Bengaluru
Summary
Results-driven Program and Operations Manager with 4+ years of experience in post-sales operations, customer success delivery, workflow optimization, and cross-functional program execution across Ed-Tech and Training domains. Proven record of improving CSAT/NPS, scaling processes, managing large customer portfolios, and driving RCA-based escalation governance. Strong expertise in CRM platforms, stakeholder management, data-driven decision making, and operational excellence.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Project Manager - Learner Management Programs
Datamites
Bangalore
07.2024 - 08.2024
- Established the Learner Management function supporting 800-1,000 learners across Data Science and AI programs (online and offline).
- Designed and implemented SOPs for refunds, escalations, workflows, and service governance.
- Conducted Root Cause Analysis (RCA) on recurring escalations and implemented preventive actions.
- Increased CSAT to 86% within 3 weeks through ticket flow optimization and Freshdesk enablement.
- Introduced course-wise NPS surveys and structured feedback loops for leadership insights.
- Supported rollout of Cybersecurity and Digital Marketing programs, contributing to enrollment scale-up.
- Defined team KRAs aligned with customer success, response SLAs, and delivery metrics.
- Key Outcomes: Faster escalation resolution, improved CX metrics, operational accountability, VOC integration.
Associate Manager - Operations (Post-Sales Services)
Vedantu Innovations
Bengaluru, India
04.2021 - 06.2024
- Managed large-scale post-sales operations across 8,700+ accounts with ₹38 Cr annual revenue responsibility.
- Achieved
- Improved onboarding efficiency by increasing 2-day onboarding completion by 30% within one month via SOP redesign and cross-team alignment.
- Sustained 95-98% CSAT and delivered a 30% NPS improvement through structured RCA, escalation governance, and service quality audits.
- Built and led a 25-30 member operations team, overseeing hiring, KRAs, performance reviews, and capacity planning.
- Designed SOPs for refunds, escalations, and issue triage; implemented preventive controls to reduce repeat incidents.
- Streamlined service workflows by integrating Salesforce and Freshdesk, improving ticket visibility, escalation control, and resolution efficiency.
- Delivered ₹10L+ monthly incremental revenue through referral programs and cross-sell initiatives.
- Built program-level MIS dashboards and performance reports.
- Key Contributions: SLA governance, delivery risk mitigation, CX metric improvement, operational scalability.
- Managed project timelines and resource allocation to meet deliverables.
Parent Relationship Manager
Vedantu Innovations
Bengaluru, India
03.2020 - 03.2021
- Achieved 100% CSAT and 90%+ NPS through stakeholder engagement and expectation management.
- Handled 20-30 customer cases daily across disbursements, support issues, and learning concerns.
- Managed escalations, resolution follow-ups, and closure analytics.
- Cultivated strong client relationships through proactive communication and personalized service.
Psychologist
Thangam Mount Litera Zee School
Salem, India
05.2019 - 02.2020
- Counseled 80+ students and developed 30+ Individualized Education Plans (IEPs).
- Conducted assessments and collaborated with educators to implement inclusive learning interventions.
Education
MSc - Applied Psychology
PSG College of Arts and Science
Coimbatore01-2019
BSc - Psychology
PSG College of Arts and Science
Coimbatore01-2017
Skills
- Program & Project Management
- Customer Success & Post-Sales Operations
- Process Improvement & SOP Development
- Escalation & Risk Management
- NPS / CSAT Improvement
- Data Analysis
- Reporting
- MIS Dashboards
- Freshdesk
- Salesforce
Accomplishments
- Awarded 'SUPER NINJA' (2x) at Vedantu for operational excellence
- Recognized in Town Hall forums for customer success and delivery impact
Certification
- Customer Service Specialist, Mangtas, 01/01/23
- Advanced MS Excel, Udemy
- Certificate in Learning Disability, Spastic Society of Karnataka, 01/01/19
Timeline
Project Manager - Learner Management Programs
Datamites
07.2024 - 08.2024
Associate Manager - Operations (Post-Sales Services)
Vedantu Innovations
04.2021 - 06.2024
Parent Relationship Manager
Vedantu Innovations
03.2020 - 03.2021
Psychologist
Thangam Mount Litera Zee School
05.2019 - 02.2020
BSc - Psychology
PSG College of Arts and Science
MSc - Applied Psychology
PSG College of Arts and Science
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Disclaimer
I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief.
Crm Tools
- Freshdesk
- Salesforce
- Interakt
- Haptic
- Advanced Excel
- PowerPoint
- MS Office
- SQL