Tulasi K

Spearheaded the national design and rollout of a comprehensive Parent-Teacher Engagement Framework, significantly reducing student attrition and elevating parent satisfaction across 750+ academic centers.

• Digitized and automated the calling ecosystem by integrating AI-based call analytics and real-time feedback dashboards, allowing proactive intervention for at-risk families.
• Designed and delivered structured communication and engagement training programs for 25,000+ educators and staff, standardizing parent interactions across the network.
• Established scalable governance models and standardized communication protocols across branches, enhancing monitoring of parent touchpoint quality without increasing operational costs.
• Collaborated with senior leadership and centre heads to implement retention metrics and compliance scorecards, fostering accountability in performance tracking.

• Spearheaded Six Sigma projects and digital self-care adoption campaigns, driving significant improvements in customer experience.
• Delivered strategic insights through NPS/TNPS analytics, shaping national CX strategies.
• Led end-to-end quality assurance for AP & Telangana circles, enhancing service quality for over 10 million customers.
• Key Initiatives: Vaartha, Digital Vaartha, Zero Call Drop (replicated PAN India).

• Project Lead for BSCS to AMDOCS migration with zero customer impact – awarded 'Mega Star.'
• Directed UAT for system rollouts, CRM configuration, and product migrations, ensuring seamless transitions and user satisfaction.
• Championed self-help digital campaigns, resulting in enhanced user engagement and earning the Star Award for digital transformation.

• Pioneered first-of-its-kind nationally tariff hardening strategy, significantly reducing churn.
• Developed and implemented lifecycle strategies for postpaid subscribers, enhancing ARPU and retention.
• Led cross-functional teams to implement new mobile service initiatives.
• Developed training programs for staff on customer service best practices.
• Managed vendor relationships to ensure compliance with service standards.

• Conducted audits, reconciliations, and configurations for Prepaid, VAS, Roaming segments, ensuring compliance and accuracy.
• Led postpaid billing accuracy and reconciliations, improving financial integrity and compliance.
• Delivered audits and automated credit processes, enhancing accuracy and efficiency.
• Initiated cross-functional improvements to address revenue leakage and improve reporting clarity.