SUDARSHAN PATHI
Customer Experience & Operations Leader
Bengaluru,KA
Summary
Business-driven Operations Professional with more than 10 years of experience and exceptional skills in Operational Excellence, Project Management, Lean Strategies and Business Process Re-engineering . Well-versed in analyzing program performance and implementing actionable improvements to drive growth. Composed and calm in high-pressure environments by maintaining strong focus on action and customer satisfaction.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
7
7
Certificates
3
3
Languages
Work History
Director of Customer Experience and Operations
Relevel by Unacademy
Bengaluru, Karnataka
09.2021 - Current
- Leading and building the Customer Experience and Operations function of one of India's first and largest hiring tests and Ed-Tech platform
- Implemented customer feedback and NPS tracking and analysis mechanisms
- Devised structured customer experience programs to improve NPS to 84 for courses across 43 live cohorts and 6000+ paid students
- Retained ~ 60% customers who sought refunds and managed to maintain a refund rate of ~1% of total transactions
- Led changes in the resolution of customer queries via bot flow to increase CSAT to 86% while handling more than 15% M-o-M growth in chat volumes
- Launched and scaled course operations from zero to one by defining organization structure and processes
- Built 100+ member team from scratch to handle 12X scale of users in the Tests business
- Defined, implemented and revised standard operating processes, policies and guidelines for multi-sided platform business
- Managed and scaled the strength of freelance SMEs to the tune of ~1500 industry experts across 22 different domains
- Reduced cost of operations by INR 1.3 CR per annum through focused process optimization initiatives
- Instilled a data driven decision making culture across functions to improve customer experience
- Worked collaboratively with functional leaders across product and category management to implement new procedures and products and corrective actions to deliver customer delight
- Created KPI based scorecards and mapped efficiency of the team and individual members and provided regular, actionable feedback.
Associate Director
Zoomcar India Pvt. Ltd.
Bengaluru, Karnataka
07.2019 - 09.2021
- Leading the Customer Experience for the Pan-India Operations of India's largest Self-drive Car Rental Company
- Responsible for improvement of company wide NPS across multiple lines of business including self drive car rentals, subscriptions and peer to peer car sharing for Pan-India operations
- Ideated and Implemented Quality Control process across the firm leading to improvement in NPS by 10%
- Led the customer experience improvement program by achieving all-time highest trip score of 4.5 on a 5-point scale
- Directed focused initiatives to achieve customer delight resulting in 30% reduction in customer complaints
- Successfully managed liaison with Product Management and City Operations Teams of 70 stakeholders via periodic cadence
- Designed and implemented B2B engagement process contributing to 80% of revenue during COVID Lockdown period
- Conceptualized & executed program for measuring and analyzing front-line executive performance leading to ~50% productivity increase
- Devised and implemented incentive and penalization program for Team Leads and Quality Control Representatives
- Decreased head-count from ~600 to ~300 while driving productivity by 50%.
- Improved Home Delivery timeliness by 50% by identifying and eliminating process gaps
Senior Management Consultant
Renoir Consulting India Pvt. Ltd.
Bengaluru, Karnataka
02.2018 - 07.2019
- Conducted thorough reviews of manufacturing operations to devise and deploy improvement strategies, facilitating continuous business improvement.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Produced detailed and relevant reports for use in making business decisions.
- Developed Key Performance Indicators (KPIs) derived from raw company data to track improvements in organizational efficiency
- Successfully managed liaison with multiple client Teams across different functions such as Operations, Supply Chain and Human Resources
- Worked in cross-cultural teams including people from USA, UK, Sweden, Australia, and Malaysia
- Implemented structured management control system and standard operating procedures for continuous improvement.
- Drove program for systematic data collection, reliability, and transparency to evaluate labour productivity and site progress
- Created and executed detailed Standard Operating Procedures for sustainability of process improvement initiatives for clients
- Empowered senior management of client team to have visibility of project performance in financial terms
- Ideated process improvement initiatives for Ground Handling Services of major Malaysian Airport
- Identified process improvement avenues across the supply chain for a leading Electrical Wires & Cables Manufacturing Company of India
Executive Assistant to CEO
WOne Management Systems Pvt. Ltd.
New Delhi, New Delhi
07.2017 - 01.2018
- Worked with Heads of Operations, Finance and Sales to coordinate and complete special projects for instilling bottom line focus in employees.
- Researched, proposed and implemented reverse auction based vendor agreements to decrease recurring costs by $900,000 per annum and improve services.
- Worked with senior management to initiate new projects and assist in various processes.
- Conceptualized and implemented e-auction-based procurement program resulting in cost reduction by more than 25% (~USD 896,000)
- Shaped the pricing strategy based on costs and supply chain constraints of imported raw materials
- Prepared a proposal and identified (OEM) for backward integration of operations to improve the supply chain efficiency
- Instrumental in preparation of Investment Teaser for potential Sale of the client company in consultation with Investment Bankers
- Successfully managed liaison with multiple client Teams across different functions such as Operations, Sales, Supply Chain and HR
- Engaged with the key stakeholders at the Manufacturing Plant in Jammu, Functional Heads in Delhi & Sales Heads across India
Assistant Manager
Steel Authority of India Limited
Rourkela, Odisha
05.2011 - 03.2016
- Applied performance data to evaluate and improve operations
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels
- Secured 3rd rank out of 35 in SAIL MT Training Programme
- Worked across four departments: Plate Mill, Projects (New Plate Mill), Public Relations and Business Excellence
- Implemented SA 8000:2014 Social Accountability Standard at Rourkela Steel Plant across 9 major departments
- Mentored and motivated team members to efficiently achieve challenging business goals
- Streamlined production and ensured continuous shipping of rolled products as Shift-in-charge of Mill (Operations)
- Led team of 20 floor executives performing operational functions and managed routine operations
Graduate Engineer Trainee
Jindal Steel and Power Limited
Raigarh, Chhattisgarh
07.2010 - 04.2011
- Developed and implemented process flow improvement and standardization projects
- Managed production and ensured continuous input of hot continuous cast slabs for rolling in reversible finishing mill for flat-rolled products
- Led a team of 10 floor executives performing operational and quality analysis functions to ensure product delivery as per customer specifications
Education
MBA - General Management, Operations & Strategy
Indian Institute Of Management Bangalore
Bengaluru, Karnataka, India 04.2016 - 03.2017
International Immersion - International Business in Korean Context
Korea Advanced Institute of Science And Technology
Seoul, Korea 08.2016 - 09.2016
Bachelor of Technology - Metallurgical & Materials Engineering
Indira Gandhi Institute Of Technology (BPUT)
Sarang, Dhenkanal, Odisha 08.2006 - 07.2010
Higher Secondary Certificate - Science
BJB Junior College, CHSE, Odisha
Bhubaneswar, Odisha 05.2004 - 05.2006
High School Diploma -
Demonstration Multipurpose School, NCERT, CBSE
Bhubaneswar, Odisha 05.2003 - 05.2004
Master of Arts - Public Administration
Indira Gandhi National Open University
New Delhi, India 07.2018 - 09.2020
Master of Arts - Corporate Social Responsibility
Indira Gandhi National Open University
New Delhi, India 07.2022 - Current
Skills
Process Excellence
Certification
Platform Business Models, IIM Bangalore, EdX
Timeline
Master of Arts - Corporate Social Responsibility
Indira Gandhi National Open University
07.2022 - Current
Director of Customer Experience and Operations
Relevel by Unacademy
09.2021 - Current
Platform Business Models, IIM Bangalore, EdX
08-2021
SQL for Data Science UC Davis, Coursera
12-2020
Agile with Atlassian JIRA, Coursera
10-2020
Associate Director
Zoomcar India Pvt. Ltd.
07.2019 - 09.2021
Lean Six Sigma Black Belt, Exemplar Global
09-2018
Master of Arts - Public Administration
Indira Gandhi National Open University
07.2018 - 09.2020
Senior Management Consultant
Renoir Consulting India Pvt. Ltd.
02.2018 - 07.2019
Executive Assistant to CEO
WOne Management Systems Pvt. Ltd.
07.2017 - 01.2018
CSCP (Certified Supply Chain Professional), APICS
04-2017
PMP (Project Management Professional), PMI
03-2017
Lean Six Sigma Green Belt, Exemplar Global
12-2016
International Immersion - International Business in Korean Context
Korea Advanced Institute of Science And Technology
08.2016 - 09.2016
MBA - General Management, Operations & Strategy
Indian Institute Of Management Bangalore
04.2016 - 03.2017
Assistant Manager
Steel Authority of India Limited
05.2011 - 03.2016
Graduate Engineer Trainee
Jindal Steel and Power Limited
07.2010 - 04.2011
Bachelor of Technology - Metallurgical & Materials Engineering
Indira Gandhi Institute Of Technology (BPUT)
08.2006 - 07.2010
Higher Secondary Certificate - Science
BJB Junior College, CHSE, Odisha
05.2004 - 05.2006
High School Diploma -
Demonstration Multipurpose School, NCERT, CBSE
05.2003 - 05.2004
Beyond Work
- Reading & Writing
- Reviewing Movies
- Quizzing
- Travelling
- Mapping Business Value Chains for anything that I buy or want to use
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