Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaurya Sahu

Gurugram

Summary

As a customer success associate at Filo, an ed-tech platform providing 1 on 1 tutoring services, Managed a cohort of 100 students and led customer success efforts in the private class 1 on 1 vertical. Consistently demonstrated a strong focus on operational efficiency, process improvement, and customer satisfaction, contributing to the overall success of the organization.

Overview

3
3
years of professional experience

Work History

Customer Success Executive

Filo
10.2022 - Current
  • Led customer success efforts on platform by providing proactive guidance, support, and feedback to facilitate achievement of desired outcomes and enhance customer experience
  • Demonstrated strong focus on operational efficiency by maintaining high level of productivity while meeting all turnaround time (TAT) requirements for various processes and activities
  • Consistently sought out opportunities to optimize and enhance standard operating procedures (SOPs), providing valuable suggestions for process improvement
  • These efforts contributed to overall success of team and organization, promoting a culture of continuous improvement and operational excellence
  • Maintained a low refund rate of 1% by implementing effective customer success strategies that optimized user experience and minimized issues, with a focus on identifying and resolving issues before they impacted the customer
  • Fostered cross-functional collaboration to drive program improvements, working closely with various teams to identify areas for enhancement and implement effective solutions, resulting in a 30% reduction in workload and an enhanced customer experience through improved intervention, feedback, and progress tracking
  • Spearheaded the development and implementation of innovative ideas to address complex issues related to tutor leaves, resulting in improved course pace and increased tutor utilization rates
  • Delivered exceptional proactive customer support and feedback, demonstrating a strong commitment to customer satisfaction and success, which resulted in our sales team achieving an 80% renewal rate
  • Successfully piloted a program with high-paying customers, with a Pay per class rate of 500 or more as compared to the regular Pay per class rate of 300, resulting in an 80% renewal rate. The program was designed to cater to the specific needs of these high-paying customers and provided them with personalized attention, resulting in a high level of satisfaction and loyalty while 20% of customers did not renew their subscription, it was found that their aspirations date had arrived, meaning that they had achieved their academic goals and no longer required the services overall, the success of the program demonstrated the value of catering to the unique needs of high-paying customers and providing personalized support and attention to drive loyalty and retention.

Academic Manager

Lido Learning
03.2022 - 01.2022
  • Aligned tutor operations with new educational trends, streamlining onboarding, identifying new skill development areas, and implementing new technologies
  • Resulted in a more effective tutoring program and better customer satisfaction
  • Managed a team of 10 tutors and oversaw a cohort of 250 students, implementing efficient operational processes and maintaining high levels of customer satisfaction
  • Demonstrated strong leadership skills by effectively delegating tasks, providing constructive feedback, and fostering a positive team culture
  • Through regular communication with team members and students, ensured that all program objectives were met and exceeded
  • As a result of my efforts, the program experienced increased efficiency, improved customer satisfaction, and achieved its goals
  • Demonstrated a strong commitment to exceptional customer service by proactively addressing customer needs and fostering strong relationships, resulting in a 50% increase in overall customer renewals
  • Collaborated effectively with team members to identify and resolve issues, contributing to the overall success of the organization
  • Maintained open communication with students and parents, ensuring high levels of customer satisfaction and promoting a positive image of the organization
  • Implemented an open communication channel for customers to reach out with their concerns, as opposed to the ticket system that resulted in delayed response times
  • By doing so, I significantly improved customer satisfaction rates
  • Starting with a pilot, the success of the open communication channel led to its implementation across all verticals
  • This approach fostered greater transparency and trust between the organization and its customers, leading to a more positive customer experience overall
  • All the above interventions resulted in the achievement of NPS 58
  • These initiatives included streamlining operational processes, aligning tutor operations with new educational trends, and providing exceptional customer service to address customer needs proactively.

Educator

Lido Learning
03.2021 - 03.2021
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses
  • Executed lessons in the allotted time to strengthen subject knowledge and build skills
  • Provided homework assistance using specific curriculum and materials
  • Tracked learning progress to identify opportunities to enhance tutoring methods and help students achieve goals
  • Kept parents informed and engaged
  • Developed student confidence through attentive instruction, by applying positive reinforcement strategies
  • Always maintained good rapport with all the students
  • Identified learning needs and implemented fun and engaging learning activities to help students advance

Business Development Associate

Byjus
07.2020 - 03.2020
  • 2021
  • Boosted revenue by bringing in and cementing relationships with new clients
  • Started as an Inside Sales Associate, In three months got promoted to Direct sales vertical
  • Achieved all the targets and had 100% retention.

Education

BBA - Business Management

Amity University
Ranchi, Jharkhand
05.2020

Intermediate -

NIOS
Ranchi
04.2017

Matric -

Sacred Heart School
Rayagada
04.2015

Skills

  • SKILLS & INTERESTS
  • Microsoft Office, including Word, Excel, and PowerPoint, as well as Google Workspace, including
  • Docs, Sheets, and Slides, Experience with multiple CRM software, Strong multitasking skills, and ability to
  • Manage competing priorities Excellent telephone etiquette and communication skills Ability to read and analyze
  • SQL queries Strong research capabilities and attention to detail Experience in planning and coordination
  • Intermediate level proficiency in Excel and Google Sheets Commitment to ongoing training and development to
  • Enhance skills and knowledge

Timeline

Customer Success Executive

Filo
10.2022 - Current

Academic Manager

Lido Learning
03.2022 - 01.2022

Educator

Lido Learning
03.2021 - 03.2021

Business Development Associate

Byjus
07.2020 - 03.2020

BBA - Business Management

Amity University

Intermediate -

NIOS

Matric -

Sacred Heart School

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Shaurya Sahu