Shisna Surendran
Associate Senior Manager
Bangalore
Summary
Enthusiastic Associate Senior Manager with 5+ years of experience in education industry in operations field leading a team. Successful at managing multiple priorities with a positive attitude. Known as a charismatic motivator of teams, able to build and sustain partnerships throughout the organization to improve overall business profitability.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Associate Senior Manager - User Experience
BYJU'S Think And Learn Pvt Ltd
Bangalore
09.2022 - Current
- Accomplished multiple tasks within established timeframes.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Cross-trained existing employees to maximize team agility and performance.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Outsourced certain services to save on labor, supplies and equipment costs and adhere to company budgets.
Manager - Mentoring
BYJU'S Think And Learn Pvt Ltd
Bangalore
10.2020 - 08.2022
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Created Email support strategies to increase customer retention.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Collaborated with cross-functional departments to formulate process improvements based on customer feedback.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Directed intelligence gathered from email support channels to data science teams to improve the post sales process and user experience.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Researched and proposed new solutions to make currently used Salesforce CRM more user-friendly.
- Tested salesforce operations at different design and production stages to assess conformance with designs.
Process Specialist
BYJU'S Think And Learn Pvt Ltd
Bangalore
06.2018 - 09.2020
- Managed and responded to team-leading volume of support tickets submitted via email and through support portal.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Implemented continuous improvement metrics to streamline workflows.
- Managed multiple mailboxes simultaneously from start to finish.
- Analyzed and reported social media complaints to the higher authority to get it resolved on priority.
- Worked as a Team Lead and coached team members in techniques necessary to complete job tasks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Managed internal operational standards and productivity targets.
- Compiled training materials for new employees and tracked skill development.
Business Development Associate And Sales Recruiter
BYJU'S Think And Learn Pvt Ltd
Bangalore
02.2017 - 05.2018
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Negotiated contracts and closed sales with new and existing clients.
- Identified potential prospects through referrals, cold calling, job websites and career fairs.
- As a sales recruiter, pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Managed candidates throughout hiring process by conducting interviews and background checks and coordinating training.
Education
Bachelor of Technology - Electical And Electronics
SNGIST
Kochi 06.2011 - 06.2015
Skills
Staff Management
Verbal and written communication
Coaching and mentoring
Statistical analysis
Intelligence gathering
Strategy Planning
Project Management
Timeline
Associate Senior Manager - User Experience
BYJU'S Think And Learn Pvt Ltd
09.2022 - Current
Manager - Mentoring
BYJU'S Think And Learn Pvt Ltd
10.2020 - 08.2022
Process Specialist
BYJU'S Think And Learn Pvt Ltd
06.2018 - 09.2020
Business Development Associate And Sales Recruiter
BYJU'S Think And Learn Pvt Ltd
02.2017 - 05.2018
Bachelor of Technology - Electical And Electronics
SNGIST
06.2011 - 06.2015