Shikha Aggarwal
Ghaziabad
Summary
Dynamic Member Success Team Lead at Tide India with a proven track record of driving operational excellence and achieving performance targets. Skilled in data analysis and team management. Committed to enhancing customer satisfaction and compliance standards.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Member Success Team Lead
Tide India
02.2025 - Current
- Led and managed a team to consistently achieve daily, weekly, and monthly performance targets while upholding quality standards.
- Coached and mentored team members through feedback sessions, performance reviews, and training initiatives, enhancing individual and team capabilities.
- Monitored and analyzed key performance indicators (KPIs) like productivity, quality, and customer satisfaction to drive operational excellence.
- Handled customer escalations by conducting root cause analysis and implementing corrective actions, improving customer satisfaction.
- Ensured compliance with RBI regulations and KYC/AML requirements to mitigate risks.
- Analyzed operational data and prepared detailed reports using advanced Microsoft Excel to facilitate data-driven decisions.
- Utilized SQL to extract and validate data from databases, identifying trends and generating actionable insights.
- Tracked incidents and managed projects using JIRA, facilitating collaboration with engineering and technology teams to resolve issues efficiently.
Senior Member Success Executive
Tide India
01.2024 - 01.2025
- Streamlined workflows by managing and analyzing project data in Excel, Google Sheets, SQL, and Microsoft Office to enhance process efficiency.
- Created comprehensive spreadsheets and reports in Excel, Google Sheets, and Jira to track project progress and inform performance assessments.
- Leveraged SQL for data extraction, validation, and analysis to ensure accuracy and provide actionable insights.
- Monitored project tasks and tracked issue resolution in Jira to support agile management and ensure timely project delivery.
- Organized and reported data accurately to improve team efficiency and enable faster decision-making.
- Collaborated with cross-functional teams to maintain data integrity and support successful project execution.
- Applied data-driven analysis to identify opportunities for process improvements, enhancing productivity and supporting informed decisions.
Member Success Executive
Tide India
04.2023 - 01.2024
- Delivered prompt support to members via chat, email, and phone, enhancing overall member satisfaction.
- Ensured seamless customer experience by providing accurate resolutions, minimizing follow-up inquiries.
- Resolved customer escalations by investigating issues and coordinating with relevant teams to restore service quickly.
- Maintained accurate records of member interactions and issue resolutions using CRM systems.
- Utilized JIRA to log and monitor product issues and service requests.
- Analyzed member data with Microsoft Excel to generate reports and identify performance trends.
- Supported data-driven decision-making through comprehensive operational analysis.
- Coordinated cross-functional teams to ensure timely resolution of operational tasks.
Senior Business Development Executive
Unacademy
01.2022 - 03.2023
- Secured new clients through direct outreach, referrals, and strategic marketing collaborations.
- Maintained strong relationships with existing clients, improving retention and overall satisfaction.
- Identified and recommended product upgrades and additional services to enhance client value.
- Achieved over 100% increase in student subscription rates through targeted counseling sessions and follow-ups.
- Managed communication follow-ups and engagement history in Nimbus CRM to strengthen client relations.
- Mastered all company products and services to provide informed recommendations.
Sales and Marketing Team Leader
Divi Group Of Companies
Delhi
05.2019 - 12.2021
- Provided strategic leadership to a team of 20, enabling the team to surpass quarterly sales objectives.
- Collaborated with cross-functional teams to successfully launch a new product line, contributing to increased revenue growth.
- Developed and executed training programs that equipped the team with skills to meet sales targets.
- Implemented new workflow processes that significantly improved overall team productivity.
- Led team of 20 in delivering counseling services for MBA/PGDM admissions nationwide, improving customer satisfaction.
Sales & Marketing Executive
Divi Group Of Companies
Delhi
05.2017 - 04.2019
- Developed and refined marketing strategies, increasing effectiveness of outreach initiatives.
- Delivered impactful marketing initiatives and audience outreach efforts that enhanced overall customer engagement.
- Guided students in academic pathways for MBA/PGDM admissions at top colleges nationwide, enhancing their application success.
- Assisted students in navigating MBBS admission process, facilitating successful admissions to prestigious MBBS colleges.
Education
PGDM - Business Analytics
Institute of Management And Technology(CDL)
Ghaziabad , Uttar Pradesh08-2020
Bachelor of Science -
Zakir Husain Delhi College
Delhi08-2016
12th -
Sarvodya Kanya Vidhalaya
delhi05-2013
10th -
Sarvodya Kanya Vidhalaya
Delhi05-2011
Skills
- CRM tools and Salesforce
- SQL management
- Data analysis
- Excel and Google Sheets
- Microsoft Office proficiency
- Jira management
- Customer engagement strategies
- Customer support and service
- Team management
- Presentation software expertise
- Emotional intelligence
- Data analysis
Certification
Business Intelligence using Power BI, 2024-01-01, MR. JATAN SHAH
Projects
Employee Satisfaction at NTPC, Conducted surveys and interviews with employees to assess satisfaction levels and management relationships. Analyzed data to identify key factors influencing employee satisfaction, resulting in actionable insights for management.
Hobbies and Interests
- Reading Books
- Listening Music
- Painting
Awards
- Employee Of The Month, 2023-05-01, Recipient of the prestigious Employee of the Month award from Tide India for exemplary performance and dedication.
- Employee of the Month, 2023-09-01, Achieved the Employee of the Month award at Tide India for exceeding sales.
- Certificate of Appreciation, 2023-11-01, Earned certification for exceptional performance from Tide India.
- Outstanding Performance, 2023-09-01, Attained certification for exceptional performance from Tide India.
- Outstanding Performance, 2023-07-01, Achieved certification for outstanding performance from Tide India.
- Outstanding Performance, 2023-06-01, Achieved certification for outstanding performance from Tide India.
- Outstanding Performance, 2023-05-01, Achieved certification for outstanding performance from Tide India.
- Employee of the Month, 2022-08-01, Earned Employee of the Month award for exceptional performance from Unacademy.
- Best Team Lead, 2020-07-01, Spearheaded team to achieve record-breaking performance as Best Team Lead from Divi Group.
- Employee Of The Month, 2018-07-01, Earned Employee of the Month award for exceptional performance from Divi Group.
- Outstanding Performance, 2024-01-01, Earned certification for exceptional performance from Tide India.
Languages
- Hindi
- English
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Member Success Team Lead
Tide India
02.2025 - Current
Senior Member Success Executive
Tide India
01.2024 - 01.2025
Member Success Executive
Tide India
04.2023 - 01.2024
Senior Business Development Executive
Unacademy
01.2022 - 03.2023
Sales and Marketing Team Leader
Divi Group Of Companies
05.2019 - 12.2021
Sales & Marketing Executive
Divi Group Of Companies
05.2017 - 04.2019
PGDM - Business Analytics
Institute of Management And Technology(CDL)
Bachelor of Science -
Zakir Husain Delhi College
12th -
Sarvodya Kanya Vidhalaya
10th -
Sarvodya Kanya Vidhalaya