Shashank C Shetty

Key Responsibilities:

• Connect with learners who are facing challenges with the program.
• Help them navigate their concerns and limitations.
• Being able to problem solve on the go with the learners and assist them in building action plans.
• Coordination between teams to provide swift resolution to prospective students.
• Collecting feedback from students & stakeholders to reduce volume of learners facing challenges.
• Monitor the overall program health, Daily and weekly active users. Plan and execute campaigns to improve engagement.
• Conducting thorough analysis of feedback data provided by learners at NPS.
• Compiled and organized feedback data into meaningful and actionable insights.
• Preparing detailed monthly reports that encapsulated key observations and identified focus areas for improvement.
• Collaborating with various departments and faculty members to address specific concerns and implement necessary changes.
• Assisting in designing surveys and questionnaires to gather relevant feedback from students.
• Providing counseling and guidance to individual students to support their academic and personal development.
• Contributing to the development of strategies and initiatives aimed at enhancing the overall learning environment and student satisfaction.

Achievements:

• Recognized for consistently delivering accurate and well-structured reports that effectively guided the decision-making process.
• Received positive feedback from students and faculty for offering valuable support and counseling services.
• Played a key role in implementing improvements that positively impacted student engagement and academic performance.

This experience as a Student Counselor -NPS at Scaler has sharpened my analytical skills, communication abilities, and the capacity to work collaboratively with diverse teams. It has strengthened my commitment to fostering a nurturing and conducive learning environment for students to thrive and succeed.

As a Senior Student Success Specialist at Byju's, I was entrusted with the crucial responsibility of providing exceptional mentoring and support services to students, ensuring their academic success and overall learning experience on the platform. My dedication and expertise in this role were reflected in the numerous appreciation emails I received from students, commending my exemplary mentoring services.

Key Responsibilities:

• Guide the students throughout their academic journey by directing them to right resources, valuable content and academic learning.
• Monitor student's progress dashboard and on-the-call mentoring support with respect to any specific issues.
• Encourage product adoption, drive engagement and usage and motivate the customer to achieve effective learning outcomes.
• Own and resolve social media escalations by governing strong processes to reduce the gaps. Solve day-to-day product related queries and tech-support issues by following the defined SOP's.
• Inform students and parents about product/content upgrades and new features.
• Take complete ownership of post-sales life-cycle management; Coordinate and resolve customer issues in collaboration with cross functional teams.
• Demonstrate strong sense of ownership for business metrics; own and deliver student success metrics such as engagement, proficiency and thereby deliver on renewals and revenue targets MoM.
• Working on CRM's like Salesforce and Leadsquared.

Achievements:

• Received numerous appreciation emails from students, acknowledging my exceptional mentoring services and commitment to their academic success.
• Prepared a comprehensive technical issue manual, equipping teammates with the necessary knowledge to swiftly assist learners in resolving tech issues independently, reducing the need for escalations to the tech team.
• Empowered fellow team members with valuable resources and insights, leading to enhanced efficiency and a more streamlined support process.
• Evaluated customer needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.

Key responsibilities:

• Responding to incoming technical support inquiries from students and users via various channels, including email, phone, and chat.
• Diagnosed and troubleshooted technical issues reported by students, ensuring a thorough understanding of the problems they encountered.
• Providing step-by-step guidance and solutions to users, helping them navigate the platform's features and resolve technical glitches.
• Collaborated with cross-functional teams, including the product development team, to escalate and resolve complex technical issues.
• Understand the customers query and identify the customers need and give the best resolution to the customer.
• Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
• Extended analysis to assist technology team efforts to escalate and resolve issues.

Achievements:

• Consistently received positive feedback from students and users for my responsive and helpful technical support services.
• Resolved a significant number of technical issues daily, contributing to the overall improvement of the platform's user experience.
• Demonstrated good problem-solving skills, ensuring that students' technical challenges were promptly addressed, leading to improved student satisfaction and retention.

Working as a Technical Support Executive at Byju's allowed me to hone my technical expertise and customer service skills. It also provided me with valuable experience in handling diverse technical challenges and ensuring students' satisfaction with their learning journey on the platform.

Key Responsibilities:

• Identify and assess customers needs to achieve satisfaction.
• Provide accurate, valid and complete information.
• Listened to customers' questions and concerns to provide answers or responses.
• Built strong relationships with field operations team to support business development opportunities and improve service.

Achievements:

• Consistently maintained a high customer satisfaction rate, as evidenced by positive feedback and commendations received from customers.
• Initiated and conducted regular training sessions for new customer support team members, ensuring a smooth onboarding process and maintaining service excellence.