Summary
Overview
Work History
Education
Skills
Timeline
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Shivam Singh

Shivam Singh

Pune

Summary

Seeking a challenging opportunity in Operations Management where I can leverage my academic and professional skills. Committed to maintaining a high standard of professionalism, I aim to contribute my capabilities to drive the growth and prosperity of the organization while delivering quality work. I am adept at identifying areas of weakness and implementing corrective actions to ensure that operations are aligned with strategic goals.

Overview

3
3
years of professional experience

Work History

Operations Manager

BRIGHTCHAMPS TECH PRIVATE LIMITED
Bangalore
06.2023 - 11.2023
  • Professionally managed the oversight and optimization of operations in online educational settings. Demonstrated proficiency in coordinating and facilitating educational sessions for students enrolled from diverse global regions. Adept at ensuring smooth operations and enhancing the overall learning experience for participants.
  • Collaborated closely with parents and instructors to ensure seamless coordination and communication. Implemented effective follow-up strategies to guarantee the smooth functioning of classes.
  • Directed operations to ensure efficiency and cost-effectiveness. Implemented strategies to enhance the quality of client service with a focus on customer retention and contract renewal.
  • Organized workflow by assigning responsibilities to departments and teams and individuals.
  • Delivered timely and courteous assistance to customers via phone, email, and chat channels, ensuring a positive and efficient customer experience.
  • Sustained clear and effective communication with customers, providing timely updates on the status of their inquiries and addressing any issues with transparency and professionalism.
  • Recruited, trained, coached and evaluated staff performance to ensure maximum efficiency.
  • Developed strategies to improve customer service, quality assurance systems, and business processes.
  • Reviewed customer feedback surveys in order to identify areas needing improvement in terms of customer satisfaction.
  • Enhanced overall department and organizational efficiency and performance by identifying opportunities to improve internal processes.

Assistant Manager - Academic Operations

BYJU'S - The Learning App
Bangalore
01.2022 - 04.2023
  • Led and supervised a team of 10 associates, overseeing the real-time understanding and resolution of student demands and queries through specific ERP systems.
  • Coordinated effectively with various departments to ensure the smooth functioning of organizational programs.
  • Managed the handling of escalation emails to address and resolve issues promptly.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Oversaw Freshdesk data management, ensuring accurate and organized information for efficient operations.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Executed data pulling for diverse initiatives related to civil services examinations, aligning with specific requirements.
  • Evaluated various content sources, maintained quality standards, prepared weekly reports, and provided constructive feedback for improved content delivery and student satisfaction.
  • Acted as the Point of Contact (POC) for academic-related queries within BYJU's Home Learning Program.
  • Assumed responsibility for the program coordination of BYJU's Home Learning Program, ensuring seamless execution.
  • Conducted training sessions for new joiners, focusing on Freshdesk processes and organizational procedures.

Operations Associate - Academic Operations

BYJU'S - The Learning App
Bangalore
03.2021 - 12.2022
  • Oversight of the Student Database, ensuring accurate and up-to-date records.
  • Real-time resolution of student demands and queries through specific ERP systems.
  • Resolved customer inquiries quickly and effectively while maintaining a professional demeanor.
  • Clearly communicating study plans and schedules to students, with regular updates to the master database.
  • Maintenance of Turnaround Time (TAT) for each ticket category, ensuring timely issue resolution.
  • Acting as a liaison between Management and Users (Students) to guarantee a seamless and satisfactory user experience.
  • Efficiently handling incoming calls and providing academic solutions to student queries.
  • Management and coordination of LIVE Studios, including YouTube live sessions for various initiatives.

Education

Bachelor of Technology - Mechanical Engineering

OPJS University
Churu – Rajasthan
06.2020

Skills

  • Customer Service Management
  • Team Management
  • Operations Management
  • Ability to work under varying demand & being spontaneous
  • Customer Retention
  • Team Building/Leadership
  • High-Pressure Environments
  • Customer Relations Specialist
  • Problem-Solving
  • Customer Relationship Management
  • Inbound and Outbound calling services
  • CRM software tools( Zoho , Freshdesk, Zendesk)
  • Process Improvement
  • Academic Assistant
  • Customer Support Specialist

Timeline

Operations Manager

BRIGHTCHAMPS TECH PRIVATE LIMITED
06.2023 - 11.2023

Assistant Manager - Academic Operations

BYJU'S - The Learning App
01.2022 - 04.2023

Operations Associate - Academic Operations

BYJU'S - The Learning App
03.2021 - 12.2022

Bachelor of Technology - Mechanical Engineering

OPJS University

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Shivam Singh