Summary
Overview
Work History
Education
Skills
Awards and Recognition
Timeline
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Sonam Thakur

Sonam Thakur

Gurgaon

Summary

Seeking a challenging role in operations, customer experience, or strategy, where I can leverage my skills in process optimization, team leadership, and data-driven decision-making to drive efficiency and enhance user satisfaction in a dynamic environment.

Overview

4
4
years of professional experience

Work History

Student Support Lead

Saras AI
Gurgaon
06.2024 - 11.2024
  • Student Lifecycle Management & Team Leadership – Led a team of six to support students post-sales, ensuring smooth onboarding, engagement, and transition to internships, contributing to high retention and satisfaction.
  • Operations & Process Optimization – Managed core operational processes in a fast-paced startup environment, streamlining workflows to improve efficiency and the student experience.
  • Strategic Project Planning – Designed and executed end-to-end projects to enhance student engagement, experience, and Net Promoter Score (NPS), driving continuous improvements in support systems.

Operations/Learner Success Manager

Scaler Academy
Bengaluru
04.2022 - 05.2024
  • Streamlining on-boarding, managing refunds, retention, and ensuring prompt learner communication
  • Collaborated closely with co-founders on several pilot projects
  • Contributed to significant achievements in terms of sales growth and retention rates

Learner Success Specialist

BYJUS
Bengaluru
01.2022 - 04.2022
  • Dedicated to ensuring a seamless learning journey for students as a Success Specialist/Student Experience Team member at BYJU's
  • Provide comprehensive support including performance monitoring, personalized mentoring, curriculum oversight, technical assistance, refund/retention, and overall guidance

TRON Associate

Amazon India Pvt.Ltd
Hyderabad
06.2020 - 12.2021
  • Facilitated seamless operations by assisting robots in pinpointing stowing locations
  • Ensured efficient retrieval of products for packaging, enhancing order fulfillment efficiency

Education

MBA - Human Resources Management

Liverpool John Moores University
12.2022

Bachelor of Arts - Mass Communication- Journalism

Bhavan's Vivekananda Degree College
01.2020

Skills

  • Student onboarding and engagement (LSQ, Freshdesk)
  • Retention and churn reduction strategies
  • Student relationship management
  • End-to-end student lifecycle management
  • Process optimization & workflow automation
  • Fresh desk ticketing & support operations
  • Cross-functional collaboration
  • Leading & mentoring student support teams
  • Performance tracking & improvement strategies
  • Training and knowledge-sharing initiatives
  • Net Promoter Score (NPS) improvement
  • Student experience & satisfaction enhancement
  • Data-driven decision-making
  • End-to-end project execution
  • Feedback collection & action planning

Awards and Recognition

  • Recognized as the top performer for two consecutive quarters at Amazon.
  • Received accolades for achieving the highest retention rate within the team.
  • Received the Best Performance Award for consistently surpassing KRA's (Key Result Areas).
  • Best Team Leadership & Mentorship – Successfully managed and mentored a team of six, enhancing productivity and support quality.
  • Innovation & Process Optimization – Recognized for building a student communication system and recommending software solutions to enhance support efficiency in a startup environment.

Timeline

Student Support Lead

Saras AI
06.2024 - 11.2024

Operations/Learner Success Manager

Scaler Academy
04.2022 - 05.2024

Learner Success Specialist

BYJUS
01.2022 - 04.2022

TRON Associate

Amazon India Pvt.Ltd
06.2020 - 12.2021

MBA - Human Resources Management

Liverpool John Moores University

Bachelor of Arts - Mass Communication- Journalism

Bhavan's Vivekananda Degree College

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Sonam Thakur