Rishabh Kumar
Retention Specialist 3
Noida,UP
Summary
Marketing specialist with over 6 years of successful experience in User acquisition, Retention and Training on these processes. Recognized consistently for performance excellence and contributions to success in the industry and having an excellent reputation for resolving problems, improving customer satisfaction and setting up new projects to drive incremental results to companies revenue. Primary focus areas include creating and managing systems for user acquisition and retention channels.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
6
6
Marketing & Sales automation tools known
Work History
Retention Specialist 3
Udacity
Noida, Uttar Pradesh
01.2022 - Current
- Set up live chat infrastructure and user workflows for new user acquisition and retention initiatives for consumer sales.
- Transitioning Udacity marketing and chat tool from Intercom to Drift without impacting team performance and revenue. Established the tool on both front and back end to ensure pan org usage.
- Partnering with relevant stakeholders to discuss business requirements to develop new workflows for acquisition and retention.
- Cross collaboration with Growth engineering and Data engineering teams to ensure the marketing and sales automation tools are installed and run at desired efficiency.
Retention Specialist 2
Udacity
Noida, UP
01.2020 - 12.2021
- Transitioning Udacity cancellation process from email only process to live chat. This resulted in decrease in resolution time by 14 hours with process maintaining 40% conversion on retention till date.
- Onboarded and trained team of 30+ individuals on sales, retention and product aspects for increasing coverage on sales channels through external contact centre.
- Identified gap areas and opportunities to optimize Udacity cancellation workflow for better performance on retention saves.
- Ran AB tests to derive best approach for new user acquisition for new visitors to onboard and enroll them in paid programs.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Enrollment Specialist
Udacity
Noida, Uttar Pradesh
11.2017 - 12.2019
- Setting up of live chat process for new user acquisition. This involved identifying target audience, gaining complete knowledge of live chat application installation and setup, setting up experiments on limited audience to map the performance for next steps.
- Maintaining quality, driving results and project success for a sustainable process. This involved auditing process conversations, prepare timely data to measure weekly/monthly performance and acting on feedback/ new suggestions.
- Communicated effectively via telephone, email and in person with prospective customers. Have a total experience of taking more than 100K chats and calls.
Inbound Sales Specialist
Metirnation
Okhla, New Delhi
06.2017 - 11.2017
- Increased overall sales by 12% through streamlining sales procedures and maintaining long-term relationships with clients.
- Handled inbound B2C sales chat queries in order to convert them into a long term prospect.
- Delivered and maintained exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Due to consecutive target achievement month over month, of 35 people process, became one of only 3 individuals who were further transitioned into specialized teams and roles.
Software Engineer 1
Lister Technologies
Chennai, Tamil Nadu
10.2016 - 01.2017
- Reviewed project specifications and designed technology solutions that met performance expectations. This involved creating employee platform to manage employee progress, performance and appraisal criteria.
- Installed and configured software applications and tested solutions for functionality.
- Partnered with development team on product development, application support plans and prototype programs.
Education
Project Management Executive Program - Project Management
IIM Rohtak
Rohtak 11.2021 - 04.2022
Bachelor of Technology - Electrical & Electronics Engineering
National Institute of Technology Durgapur
Durgapur, WB 05.2012 - 06.2016
CBSE - AISSCE Class 12th - Science
Delhi Public School Indirapuram
Indirapuram, Ghaziabad 03.2009 - 06.2011
Skills
Training and mentoring
Certification
Conversational Marketing - Drift
Timeline
Fundamentals of next Gen marketing - 6 Sense
04-2022
Project management - IIM Rohtak
04-2022
Conversational Marketing - Drift
02-2022
Retention Specialist 3
Udacity
01.2022 - Current
Project Management Executive Program - Project Management
IIM Rohtak
11.2021 - 04.2022
Retention Specialist 2
Udacity
01.2020 - 12.2021
Enrollment Specialist
Udacity
11.2017 - 12.2019
Inbound Sales Specialist
Metirnation
06.2017 - 11.2017
Software Engineer 1
Lister Technologies
10.2016 - 01.2017
Bachelor of Technology - Electrical & Electronics Engineering
National Institute of Technology Durgapur
05.2012 - 06.2016
CBSE - AISSCE Class 12th - Science
Delhi Public School Indirapuram
03.2009 - 06.2011
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