Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Languages
Timeline
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VASUDHA DIXIT

Gwalior

Summary

Detail-oriented and proactive Global Operations Specialist with a strong track record of maintaining uninterrupted 24/7 business operations across international markets. Skilled in resolving diverse, country-specific issues, managing daily operational workflows, and supporting integrated merchants to ensure optimal performance. Adept at cross-functional communication, incident resolution, transaction approvals, and real-time issue detection. Excels in delivering merchant-centric solutions, with a global perspective.

Overview

4
4
years of professional experience

Work History

Customer Success Analyst

dLocal
03.2024 - Current
  • Ensure continuous global operations by addressing a variety of time-sensitive, region-specific challenges to prevent disruption to merchants and business functions.
  • Manage core operational tasks, including transaction approvals, refund handling, incident resolution, and direct end-user communication.
  • Support and guide already integrated merchants, providing tools, insights, and assistance tailored to their operational needs.
  • Act as the main liaison between merchants and internal teams, facilitating the exchange of information, and ensuring the timely resolution of requests and issues.
  • Monitor operations in real time to detect potential problems early, analyze data swiftly, and implement effective solutions from a global perspective.
  • Provide timely and effective support to end users in the APAC and EMEA regions by addressing and resolving queries through Intercom CRM and Zoho CRM, ensuring high customer satisfaction.
  • Handle merchant queries on Intercom, collaborating with cross-functional teams to find optimal solutions, and maintain strong relationships.
  • Manage the refund process for various countries, working with different processors such as Temu, Fawry, and Flutterwave, to ensure smooth transactions and issue resolution.
  • Actively contributed to the creation and regular updates of communication templates for end users on Zoho CRM, improving communication efficiency and response times.
  • Developed proficiency in Spanish, enhancing communication with Spanish-speaking users and merchants.
  • Gained hands-on experience with multiple CRM platforms, including Zoho, Intercom, and Jira, streamlining support workflows and improving team collaboration.
  • Devised new and improved records management programs to organize and protect data.
  • Analyzed user requirements and developed strategies to meet their needs within existing resources.
  • Evaluated existing systems and processes for potential improvements or optimizations.

Customer Success Associate

Coding Invaders by MentorsPro
Pune
12.2022 - Current
  • Onboarding and Placement: Managed the onboarding and placement processes for over 4000 Data Analytics students.
  • Team Management: Managed a tutoring team, tracking their performance, KPIs, and metrics and providing feedback for improvement.
  • Coordination of live sessions, tutor alignment, attendance tracking, feedback, and moderation were all successfully coordinated.
  • Student Progress: To guarantee effective learning, I monitored student progress using a variety of ways, including NESSA ratings, NPS questionnaires, outbound calls, and regular meetings.
  • Student Support: Handled student inquiries via email, chat support, and phone, resolving them effectively.
  • Management of Learner Escalations: Managed learner escalations and provided timely resolutions.
  • Communication with internal and external stakeholders was facilitated in order to fulfill deadlines and achieve goals.
  • Managed both inbound and outbound progress calls for student escalations, questions, and progress tracking.
  • Customer Success Dashboard: A customer success dashboard was created to visualize crucial metrics and customer patterns, allowing for better decision-making.
  • Database Upkeep: Ensured an accurate student database on Airtable and kept the CRM up to date to avoid errors.
  • LMS Use: A Learning Management System (LMS) was used to track learners' progress and to provide progress reports as needed.
  • Team Management: Oversaw a team of six employees, aiding them in understanding their task, developing reports to track their metrics, and providing pertinent comments.
  • Survey Enhancement: Conducted survey calls with students to continuously.

Operations Associate

Relevel by Unacademy
Bengaluru
07.2021 - 12.2022
  • Designed and implemented workflow processes from ground up as the second team member for Training and Audit.
  • Coordinated with the students and scheduled their classes and handled all the queries and escalations of the candidates actively.
  • Onboarded and managed a team of 30 external auditors for day to day functioning.
  • Documented the parameters, checklist and processes for audit.
  • Created and structured onboarding processes for proctors, evaluators, interviewers and auditors.
  • Handled the data management of team and made daily, weekly and monthly reports.
  • Created training process and training material including assessment along with giving KT's to the team members.
  • Quality analysis of proctors, evaluators and interviewers and worked on improving efficiency by giving regular feedback.
  • Conducted training sessions for Proctors, evaluators and interviewers, improving efficiency.
  • Reporting Manager to 3 interns.
  • G SUITE
  • Zoho
  • LMS
  • Airtable CRM
  • Metabase
  • Freshdesk

Education

BA Hons - History

Scottish Church College
01.2019

Skills

  • G Suite
  • Intercom
  • Zoho
  • New Relic
  • Athena
  • Airtable CRM
  • Metabase
  • Freshdesk
  • CRM management
  • Customer service

Accomplishments

  • Promoted as Senior Associate within 3 months at Relevel.

Languages

  • English, Proficient
  • Hindi, Proficient

Languages

English
Proficient
C2
Spanish
Upper Intermediate
B2
Hindi
Proficient
C2

Timeline

Customer Success Analyst

dLocal
03.2024 - Current

Customer Success Associate

Coding Invaders by MentorsPro
12.2022 - Current

Operations Associate

Relevel by Unacademy
07.2021 - 12.2022

BA Hons - History

Scottish Church College

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VASUDHA DIXIT