Vinod Kumar Chandrabhan

Leading Teaching Assistance Program, Mentorship, Community & First Time User Experience at Scaler Academy

Strategic Leadership in Financial Impact and Process Enhancement-

• Ideated & looked after end to end top-down initiatives yielding a 3.6% reduction in refunds, saving over 3.5 crores (Aug 2023 - Oct 2023).
• Implemented changes in payment policies resulting in a remarkable 51% reduction in Teaching Assistant costs, surpassing the targeted 50% reduction. Costs decreased from 82 lakhs to 39 lakhs within a span of 1.5 months.

Leadership in Learner Retention and Orientation Excellence-

• Elevated retention processes, driving average attendance from 72.00% to impressive 97%. Achieved outstanding 4.85 out of 5 average rating for end-to-end orientation week.

Community Leadership and NPS Enhancement

• Proficiently managed 50,000+ learner community, reducing detractors in NPS from 24% to 15.52%. Conducted impactful Scaler Talks sessions, fostering community engagement.

User Experience Enhancement-

• Spearheaded initiatives to enhance first-time user experience (FTUE) and streamline Batch Allocation processes. Conducted insightful user calls research with 87.00% connection rate.

Strategic Communication Management and Ticket Reduction-

• Ensured end-to-end communication, resulting in 80+% drop in community tickets. Efficiently engaged learners on WhatsApp, decreased response times.

Initiative Leadership and Success Stories-

• Proactively identified and ensured end to end strategic initiatives, capturing and promoting success stories. Introduced person-based WhatsApp engagement, contributing significantly to reduction in refund rates.

• Restructured team, establishing key results for maintaining Teaching Assistant & Mentorship program health.
• Enhanced help request workflow, integrating technology for efficient claim, response, and resolution tracking.
• Enhanced mentor selection, session scheduling, session completion tracking.
• Instituted learner feedback post-TA assistance, mentor session, seamlessly integrated within workflow.
• Overhauled Teaching Assistant/Mentor pool, implementing streamlined hiring, onboarding, and training processes.
• Successfully set up Teaching Assistant/Mentorship framework for DSML Program at Scaler Inc. and Scaler Academy.
• Implemented processes and SOPs, fostering team autonomy and contributing to notable increase in NPS scores.

• Restructured teams, transitioning from onboarding to community engagement.
• Formed and led new team, defining its purpose, hiring, and training.
• Consolidated onboarding and engagement responsibilities for seamless learner experience.
• Achieved >90% participation in high-value onboarding activities, including co-founder-hosted sessions and mentorship initiation.
• Elevated course experience with >4.5/5 ratings in AMA sessions, expert sessions, and career counseling.
• Implemented processes, SOPs, and established BAU, enabling team autonomy and contributing to improved NPS scores.

• Onboarding Team Lead - Led team of 12-15 members, ensuring seamless onboarding experience for learners, integrated exotel app and admin tool to deliver this
• Achieved consistently high learner query resolution (above 4.5/5 CSAT).
• Ensured all enrolled learners completed onboarding pre-requisites three days before orientation.
• Enabled immediate dashboard access for learners completing pre-requisites.
• Secured over 90% attendance in orientation sessions. - Maintained high satisfaction (above 4.5/5) during and after orientation by addressing queries effectively.