Reshmi K
Resmi Nivas, Kanjoor,Ernakulam
Summary
Customer-focused professional with 17 years of experience in Customer Success, Service Design, Training and Customer Delight within an educational research organization, dedicated to enhancing user experience and driving digital product adoption. Proven expertise in developing customer engagement strategies, improving retention, and ensuring measurable value realization. Additionally served as a Quality Assurance Manager for 3 years, ensuring the readiness of digital platforms with high-quality educational content and the seamless implementation of programs in schools.
Overview
17
17
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Manager - Customer Success
Chrysalis (EZ Vidya Pvt. Ltd.)
Chennai
10.2023 - 01.2026
- Guide new customers through setup, training, and activation to ensure a smooth onboarding experience.
- Conduct orientation sessions, webinars, and product walkthroughs to drive early adoption.
- Engage with users to address challenges and ensure effective usage.
- Collaborate across implementation, training, and product functions to ensure customer readiness.
- Share best practices, feature updates, and success stories to enhance adoption.
- Track usage and prepare engagement insights to proactively address issues.
- Responsible for collecting and analyzing customer feedback, translating insights into actionable recommendations, and collaborating with product team and management to drive product enhancements.
Manager - Digital Quality Assurance
Chrysalis (EZ Vidya Pvt. Ltd.)
Chennai
10.2020 - 10.2023
- Managed a team of digitizers and content uploaders to ensure timely readiness of the digital platform.
- Reviewed digital content to maintain quality and alignment with academic requirements.
- Collaborated with content teams to ensure seamless availability of high-quality educational materials.
Sr. Lead - Service Design
Chrysalis (EZ Vidya Pvt. Ltd.)
Chennai
09.2018 - 10.2020
- Led a team of service designers to develop customer-centric service strategies.
- Designed and implemented service improvement processes based on user feedback.
- Introduced the ‘Sweet and Seed’ program for onboarding and customer engagement.
- Conducted monthly service conclaves to align teams on customer experience goals.
Lead - Customer Experience
Chrysalis (EZ Vidya Pvt. Ltd.)
Chennai
09.2015 - 09.2018
- Oversaw the customer journey and identified improvement areas.
- Introduced and tracked the ‘Customer Happiness Score’ across schools.
- Provided actionable insights for retention and customer satisfaction improvement.
Sr. Associate - Client Delight
Chrysalis (EZ Vidya Pvt. Ltd.)
Chennai
07.2012 - 09.2015
- Conducted teacher training, classroom observations, and implementation support.
- Worked closely with school leaders to ensure successful program adoption.
Assistant Manager
Classteacher Learning Systems
New Delhi
03.2011 - 07.2012
- Delivered sales demos and teacher onboarding sessions for digital teaching tools.
- Supported immediate post-sales implementation and training.
Facilitator
Classteacher Learning Systems
New Delhi
03.2009 - 03.2011
- Assisted teachers in using e-Pathshala interactive boards in TVS Group of Schools, Madurai.
- Mapped and curated content as per the syllabus from Grades 1 to 10.
Education
Master of Computer Applications (MCA) -
Shanmugha College of Engineering, SASTRA University
ThanjavurSkills
Relationship building
Project management
Team leadership
Customer Success
Training
Customer service
Certification
Customer Experience Management Blueprint
Personal Details
Marital Status: Married
Timeline
Manager - Customer Success
Chrysalis (EZ Vidya Pvt. Ltd.)
10.2023 - 01.2026
Manager - Digital Quality Assurance
Chrysalis (EZ Vidya Pvt. Ltd.)
10.2020 - 10.2023
Sr. Lead - Service Design
Chrysalis (EZ Vidya Pvt. Ltd.)
09.2018 - 10.2020
Lead - Customer Experience
Chrysalis (EZ Vidya Pvt. Ltd.)
09.2015 - 09.2018
Sr. Associate - Client Delight
Chrysalis (EZ Vidya Pvt. Ltd.)
07.2012 - 09.2015
Assistant Manager
Classteacher Learning Systems
03.2011 - 07.2012
Facilitator
Classteacher Learning Systems
03.2009 - 03.2011
Master of Computer Applications (MCA) -
Shanmugha College of Engineering, SASTRA University