Vipin Tripathi

• Strategic Planning and Execution: New Project initiation, planning, execution, monitoring and KT
• Scaled up from 3000 to 10000+ sessions in a day
• Stakeholder Management: Cross-Functional coordination with Tech,Product,Customer Support
• Process Improvement: BYJU'S - Added complementary projects (HomeWorks, Summer Camps, MasterClass, TestPrep, Doubt on Video) to increase the NPS 90%+ and Churn rate < 6%}
• Increased the student attendance from 35% to 60% with help of OpEx system
• Risk Management: Owning Business reviews of programs/projects and taking respective decisions to meet the business objectives
• Team Management: Resource Management and allocation to max utilization

(**Numbers)

• Identifies process constraints and recommends both short and long-term solutions and plans to remove the bottlenecks for SLA maximization (Increased Tutor's and Sessions rating from ~3.5 to 4.2+)
• Responsible for business operations, process design and customer experience metrics
• Maintaining business dashboards/charts and team growth/descriptions

(**Numbers)

• Onboarded 600+ Tutors(Blue Collar) with the span of 9 Months
• Created BRDs and PRDs & SOPs to automate the manual operations to reduce the errors and increase the quality of session/product
• Planned and executed the training programs under CI culture where NVA's fields found.

• Chat-BOT Support for customer to decrease the tech-issues/server issues and operational issues at the time of BETA launch.
• Training of Tutors & Chat Support team for better customer experience