Shantanu Kumar
Bangalore
Summary
An accomplished professional with a experience in the field of Edtech for product lifecycle management, user experience and CRM. I have a track record of leading teams and implementing effective strategies for revenue growth, customer retention, and engagement. Translated and interpreted business needs into technical requirements. Demonstrated organizational skills and reliability while managing multiple priorities with a positive attitude. Overall, I am a result-oriented professional with exceptional leadership and problem-solving skills, committed to achieving organizational goals and driving business success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager - Customer Experience
Think & Learn PVT LTD (Byju's)
Bangalore
05.2022 - Current
- Led a cross-functional team of 20+ CRM specialists to identify growth opportunities and develop customer segmentation strategies
- Provided coaching and mentoring to the team to develop their skills, resulting in a 20% increase in productivity.
- Promoted quality assurance and control ensuring adherence to standards, regulations, and industry best practices.
- Set and monitored KPIs to measure team performance and identify areas for improvement.
- Built and maintained strong relationships with cross-functional teams to ensure alignment and smooth execution of projects.
- Continuously improved the CRM processes, integrating data using SQL to derive strategic roadmaps and business plans.
- Created a customer knowledge base that reduced inbound tickets by 20% and improved customer satisfaction ratings by 15%.
- Extended revenue from existing accounts by 15% within one year through strategic upselling and cross-selling initiatives.
- Demonstrated nurtured leadership practices to develop, retain, and grow the mentor talent in the EdTech field.
Senior Product Expert
Think & Learn PVT LTD (Byju's)
12.2019 - 04.2022
- Ensuring that the student is having a smooth onboarding experience once the purchase is made
- The main agenda is to increase app usage, decrease DSAT (dissatisfaction) complaints, reduce escalations, and drive EMI collection
- Also, worked under my senior manager directly to drive pilot projects which was based on Byju's classes trial pack and Zoom Progress discussion.
Product Specialist
Think & Learn PVT LTD (Byju's)
Bangalore
02.2019 - 12.2019
- Enhanced relationships with organizational decision-makers, optimizing the onboarding process and ensuring a seamless and effective learning experience for users
- Strategized and executed performance improvement plans, playing a pivotal role as an escalation leader to drive prompt resolutions
- Prioritized continuous communication with users, utilizing email communication and other platforms, ensuring loyalty and retention
- Led various projects related to student experience, leveraging flexibility and innovative strategies to adapt to changing priorities and requirements.
Business Development Associate
Think & Learn PVT LTD (Byju's)
10.2018 - 02.2019
- Conducting market research and identified potential clients
- Engage with leads using the free BYJU's app to learn what they need.
- Teach leads about the perks of upgrading to BYJU's premium program, like extra features.
- Have good talks to build trust and help leads decide if they want to buy.
- Explain the freemium model, where basic stuff is free but paying gets you more.
- Keep an eye on how well things are going to make things better for customers.
- Learn new ways to sell and know more about the product to keep up with changes.
- Build friendly relationships with leads to keep them happy and coming back.
- Help BYJU's premium program grow by turning free users into paying ones, making money and giving value.
Advisory
IDBI Federal Life Insurance
Erode
05.2018 - 10.2018
- Acquire and nurture relationships with good customers by regularly checking and assessing their portfolios.
- Handle insurance sales by analyzing financial facts to ensure the best fit for customers.
- Have a basic understanding of investments and insurance to provide helpful advice.
- Keep clients informed about different products and investment chances, offering guidance and updates.
Education
B.Tech - Electronics and instrumentational Engineering -
VIT Vellore
Vellore04-2018
Skills
- Strategic Thinking and Planning
- Team Management
- Leadership
- Analytical skills
- Retention
- Cross-functional Collaboration
- Customer Engagement
- Project Management
- Customer Relationship Management (CRM)
- Team Motivation
- User Research
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Super Squad Award - Think & Learn PVT LTD (Byjus)
- Certificate of Excellence - Think & Learn PVT LTD (Byjus)
Projects
- Issue Resolution Team Formation: Established a streamlined process where calls directly connect customers to advisors for immediate issue resolution, eliminating the need for callbacks.
- Creation of Issue Tree: Implemented a structured flow on Salesforce to systematically understand and resolve customer issues efficiently.
- CSAT Improvement: Increased Customer Satisfaction (CSAT) by an impressive 23%, delivering an outstanding CSAT score of 95%.
- Engagement Improvement: Successfully decreased the number of customers with 0% attendance by 13%, enhancing overall engagement.
- User Research: Conducted extensive user research involving 1000 customers.
Introduced the Playback Speed feature, resulting in approximately 23% improvement in post-class ratings.
Implemented regional language options for K3 courses, leading to a notable 25% reduction in refund requests. - Refund Reduction: Implemented a Refund Reduction Process (PRR), effectively reducing refunds by 15%.
- DSAT Reduction: Developed a streamlined process to assist Dissatisfaction (DSAT) customers, resulting in a significant 19% reduction in DSAT percentage.
- Ameyo Projects: Implemented IVR deflection and feedback system enhancements.
Synchronized with Salesforce for a seamless and enhanced customer experience.
TOOLS & SOFTWARE
- Snowflake(SQL)
- Salesforce(CRM)
- Leadsquared(CRM)
- Freshdesk
- Onedesk
- Jira
- Slack
- Google Sheet
- Advanced Excel
Certification
- Virtual Etiquette 101 workshopVirtual Etiquette 101 workshop - Think & Learn PVT LTD (Byjus)
Timeline
Assistant Manager - Customer Experience
Think & Learn PVT LTD (Byju's)
05.2022 - Current
Senior Product Expert
Think & Learn PVT LTD (Byju's)
12.2019 - 04.2022
Product Specialist
Think & Learn PVT LTD (Byju's)
02.2019 - 12.2019
Business Development Associate
Think & Learn PVT LTD (Byju's)
10.2018 - 02.2019
Advisory
IDBI Federal Life Insurance
05.2018 - 10.2018
B.Tech - Electronics and instrumentational Engineering -
VIT Vellore
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