Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Vivek Peshwe

Vivek Peshwe

Panaji

Summary

Senior Program Manager with a proven track record, enhancing and optimizing performance metrics such as NPS, TAT, CSAT, FCR and streamlining operations through CRM automation. Expert in stakeholder management and data analysis, driving impactful customer success initiatives while fostering strong client relationships.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Program Manager

ConveGenius
Goa
01.2023 - Current
  • Drove 80%+ adoption of SwiftChat, a SaaS-based AI chatbot platform, across 1,500+ schools—enabling scalable, data-driven student assessments and teacher support.
  • Delivered 30+ hybrid (online and offline) training sessions monthly to onboard clients, increase platform engagement, and improve retention.
  • Led statewide operations and customer experience for 1,500+ institutions, streamlining workflows to achieve a 90%+ CSAT score, zero escalations, and a 60% reduction in resolution time.
  • Secured ₹1+ crore in funding for OCR-based content automation, aligning technology investments with strategic operational goals.
  • Facilitated large-scale online assessments with 80%+ participation across 300,000+ students, driving data accuracy and institutional compliance.
  • Built custom ChatGPT agents to auto-generate practice quiz content for Grades 1–9—enabling scalable, grade-appropriate learning material aligned with curriculum standards.
  • Developed a dedicated ChatGPT agent to generate NIPUN Bharat-aligned assessment content, streamlining content creation for foundational literacy and numeracy benchmarks.

Program Manager

Simplilearn
Bangalore
12.2021 - 01.2023
  • Managed and developed a high-performing team of 25 Technical Customer Success Managers, driving operational excellence and talent growth through performance coaching, SOP alignment, and leadership mentorship.
  • Led 100+ onboarding programs for institutional clients including IIT Kanpur, IIT Bombay, and Purdue University—customizing LMS configurations, training workflows, and deployment strategies to ensure successful rollouts across 10,000+ learners.
  • Improved CSAT from 82% to 92% in under 12 months by leading targeted customer success initiatives, optimizing feedback loops, and implementing proactive engagement strategies.
  • Trained program leaders and educators on content delivery best practices—driving a measurable increase in course and instructor ratings from 2.5 to 4.0+ out of 5.0.
  • Led 100+ onboarding and LMS integration for thousands of students across IITs—standardizing implementation processes, driving stakeholder alignment, and embedding continuous improvement through structured feedback collection.
  • Owned escalation management strategy—cutting escalation volume by 80% through CRM automation, standardized resolution frameworks, and proactive issue detection protocols.
  • Boosted enterprise retention and engagement by aligning success strategies with client objectives, increasing upsell opportunities and reducing churn.

Assistant Program Manager

Emeritus
Mumbai
12.2016 - 12.2021
  • Led and mentored a 20+ member customer support team—managing high-priority escalations, driving continuous skill development, and fostering internal mobility.
  • Managed end-to-end onboarding and support operations for global clients on a SaaS-based LMS platform, including Adani, Deloitte, Akamai, Wipro, Concentrix, TVS Motors, Rakuten, SPJIMR, IBM, Accenture, and Emirates NBD.
  • Delivered 100+ client onboarding sessions and 50+ internal training workshops to align customer teams and internal stakeholders with evolving processes, tools, and program offerings.
  • Collaborated with program leaders to co-design and deliver high-impact learning experiences—achieving an 80+ Net Promoter Score (NPS) across key programs.
  • Improved CSAT to 80%+ by streamlining support processes, implementing SLA-focused workflows, and enhancing service transparency.
  • Reduced ticket turnaround time (TAT) to under 24 hours, achieved first-response times under 1 hour, and drove First Contact Resolution (FCR) rate to 80%+ through targeted process optimization and agent enablement.
  • Led change management initiatives, including round-robin ticket assignment and workflow automation, resulting in a 95% improvement in resolution speed and an 80% reduction in escalations.
  • Built and optimized workflows, ticket automations, and KPI dashboards in Zendesk—significantly improving operational efficiency and visibility.

Senior Customer Executive

Tech Mahindra
Mumbai
05.2015 - 12.2016
  • Responded promptly to client inquiries regarding account status, billing issues, product features.
  • Provided personalized support for high-value customers to ensure their satisfaction with our service.

Customer Executive

Serco Global Services
Mumbai
09.2014 - 05.2015
  • Resolved customer complaints promptly and efficiently.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Education

Bachelor of Commerce (B. Com) -

Yashwantrao Chavan Maharashtra University
Pune
05.2019

Diploma Electrical and Electronics Engineering -

Gomatesh Vidyapeeth
Belgaum
06.2014

Skills

  • Six Sigma methodologies
  • Program Management
  • Customer Success Management
  • Client Onboarding
  • Escalation & SLA Governance
  • CRM Tools (Salesforce, Zendesk, Zoho)
  • Workflow Automation
  • Program Delivery & CX Strategy
  • CSAT/NPS Optimization
  • Stakeholder Engagement
  • Data Analytics (Power BI, Excel, Tableau)
  • Enterprise Account Management
  • Team Management
  • Leadership & Mentoring

Certification

  • Postgraduate Diploma Leadership Program, MIT, Tuck and Columbia in collaboration with Emeritus, 05/2020
  • Business Analysis and Process Management, Coursera, 11/2024
  • Data Analysis using Microsoft Excel, Coursera, 03/2025
  • Foundations of Project Management, Google, 03/2025
  • Six Sigma White Belt, AIGPE, 05/2025
  • Six Sigma Yellow Belt, AIGPE, Currently pursuing
  • Google Project Management, Currently pursuing

Timeline

Senior Program Manager

ConveGenius
01.2023 - Current

Program Manager

Simplilearn
12.2021 - 01.2023

Assistant Program Manager

Emeritus
12.2016 - 12.2021

Senior Customer Executive

Tech Mahindra
05.2015 - 12.2016

Customer Executive

Serco Global Services
09.2014 - 05.2015

Bachelor of Commerce (B. Com) -

Yashwantrao Chavan Maharashtra University

Diploma Electrical and Electronics Engineering -

Gomatesh Vidyapeeth

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