Vignesh R
Bengaluru
Summary
Dynamic and results-oriented professional with extensive experience at Think & Learn Pvt Ltd, excelling in operations management and client relationship building. Spearheaded initiatives that boosted employee performance and customer retention, leveraging expertise in data analysis and effective communication. Proven track record in fostering business optimization and enhancing customer success.
Overview
6
6
years of professional experience
Work History
Customer Support Manager
Think & Learn Pvt Ltd
Bengaluru
01.2024 - Current
- Lead a team of 18 specialists, overseeing daily operations for escalations from various channels
- Develop strategies to improve resolution times and customer satisfaction
- Coordinate with cross-functional teams, analyze trends for improvement, and train staff
- Handle high-profile cases and collaborate with legal and compliance departments to manage complaints effectively.
Senior Business Analyst - Process Excellence
Think & Learn Pvt Ltd
Bengaluru
01.2023 - 01.2024
- Supervised social media management for a team of 20.
- Enhanced operational efficiency through targeted process improvements.
- Oversaw crucial company communications, including managing the press mailbox and other key correspondences.
- Prepared and presented a monthly performance deck to the founders, providing actionable insights to reduce social media escalations.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
Business Analyst - Strategy and Planning
Think & Learn Pvt Ltd
Bengaluru
01.2022 - 01.2023
- Led a team of 16 members in addressing social media escalations
- Prepared and presented monthly performance reports to top management, resulting in a 25% decrease in escalations and improved team efficiency
- Designed and ran pilot programs for the customer retention team to test new strategies
- Analyzed outcomes to provide actionable insights, leading to a 15% improvement in program effectiveness
- Led the migration of data from Freshdesk to Zoho, ensuring accurate data transfer and system integration
- Minimized disruptions during the transition
- Established and monitored KPIs of team members and provided insights to boost productivity by 25%.
Lead Trainer - L&D
Think & Learn Pvt Ltd
Bengaluru
01.2021 - 01.2022
- Manage and mentored a team of 8 trainers
- Spearheaded the development and delivery of training programs
- Coordinated the management of thousands of training sessions ensuring consistency and quality
- Received 'shining star award' for exceptional target achievement on 6th December 2021
- Conducted comprehensive UAT for the implementation and transition of CRM software to Salesforce, developing test scenarios and coordinating feedback, Identified and resolved Key usability issues, ensuring a seamless rollout
- Developed and executed a targeted program for a product launch, successfully training 600 plus employees across all management levels including top level management.
Senior Training Specialist - L&D
Think & Learn Pvt Ltd
Bengaluru
01.2020 - 01.2021
- Executed multiple training programs including technical sessions
- Achieved significant learning outcomes with a streamlined one week training duration
- Dedicated extensive time and effort to ensure thorough employee understanding of ground level insights to combat everyday challenges and increase productivity
- Trained 5000+ employees over multiple batches within a period of 2 years
- Conducted rigorous audits of post sales procedures, meticulously valuating current practices, Identifying blockers and sharing targeted process improvement recommendations
- This effort led to a 35% increase in team performance metrics.
Product Specialist - Customer Success
Think & Learn Pvt Ltd
Bengaluru
01.2019 - 01.2020
- Managed high volume of inbound and outbound customer interactions
- Consistently earned Employee of the week awards and got Employee of the month award in Aug 2019 in highly competitive environment of 500 employees
- Developed comprehensive understanding of company's products and served as go-to expert for internal teams
- Collected and analyzed customer feedback/issues and areas of product improvement
- Advocated for customer's needs within company by sharing insights to drive service enhancements
- Handled irate customers and escalations by proactively following up to resolve and thereby building brand loyalty and customer satisfaction
- Boosted customer retention by providing exceptional product support, addressing clients' concerns and educating customer's to empower them to utilize product to full potential
- Leveraged CRM Software - Leadsquared and ticketing software - Freshdesk to track and managed more than 1500 plus Paying customers.
Education
Master Of Business Administration - Project Management
Manipal University
Jaipur09-2025
Bachelor of Engineering - Computer Science
MVJ College of Engineering
BangaloreSkills
- Product Training & Development
- Business Optimization
- Client Relationship Building
- Risk Mitigation
- Account Management
- Employee Performance Evaluations
- Product and service knowledge
- Team Management
- Customer Success Management
- Team building
- Goal Setting
- Adaptability and Flexibility
- Excellent Communication
- Decision-Making
Personal Information
Title: Escalation Manager - Corporate Strategy and Business Excellence
Languages
- English, Bilingual or Proficient (C2)
- Kannada, Bilingual or Proficient (C2)
- Tamil, Bilingual or Proficient (C2)
- Telugu, Bilingual or Proficient (C2)
- Hindi, Upper intermediate (B2)
Hobbies and Interests
- Playing Tennis
- Travelling
Timeline
Customer Support Manager
Think & Learn Pvt Ltd
01.2024 - Current
Senior Business Analyst - Process Excellence
Think & Learn Pvt Ltd
01.2023 - 01.2024
Business Analyst - Strategy and Planning
Think & Learn Pvt Ltd
01.2022 - 01.2023
Lead Trainer - L&D
Think & Learn Pvt Ltd
01.2021 - 01.2022
Senior Training Specialist - L&D
Think & Learn Pvt Ltd
01.2020 - 01.2021
Product Specialist - Customer Success
Think & Learn Pvt Ltd
01.2019 - 01.2020
Master Of Business Administration - Project Management
Manipal University
Bachelor of Engineering - Computer Science
MVJ College of Engineering
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