Selva Aravind C Email and Phone Number

> Led a team of 100 associates and 7 managers in the Growth & New Initiatives vertical, showcasing effective leadership skills. > Delivered unparalleled customer experiences, oversaw the entire customer lifecycle for 80k customers resulting in a {20%} increase in upselling, cross-selling, and renewals.> Conducted 15+ customer surveys to enhance Product-Market Fit (PMF) and boost Customer Adoption.> Implemented impactful strategies, achieving a 1.5X improvement in customer engagement from 50% to 75% at the end of the lifecycle. This enhancement increased renewal opportunities for the Aakash Byjus product, resulting in an increased revenue of 0.4 crores in 2 weeks (ongoing).> Developed impactful WOW and MOM dashboards showcasing KPIs. Presented and crafted comprehensive review decks for MBRs and WBRs, involving VPs, SVPs and CBOs.> Created a training plan and executed Go-To-Market (GTM) sales strategies, resulting in 10% increase in business development.

> Led a team of 75 associates and 5 managers with unwavering positive attitude, contributed to significant improvements in major KPIs, 2X increase in SLAs, from 45% to 82%, extended talk time from 180 to 300 minutes, elevated IVR transfers from 40% to 85%, and accelerated speed of actioning (retention) from 39% to 78% within span of 6 to 8 months.> Additionally, led escalations and training teams, managing issues based on severity with targeted TAT of 2 hours.> Developed Manager SOPs with a minimum score of 95, instituted a regular 2-hour weekly OJT program, and upheld a robust 90% FTR. These initiatives collectively resulted in substantial improvements in process and call pitch adherence, surging from 45% to an impressive 85%. > Implemented weekly and monthly dashboards for KPI trends, held 1-on-1 reviews, raised talk time targets to 300 minutes, and conducted monthly. Workforce planning, resulting in a 1.5X efficiency boost. > Achieved a significant 30% reduction in manpower requirements, contributing to a profit increase of 1.2 crores.> Automation of communications, Introduced interactive IVR and WhatsApp, improving customer adoption by 40%.> As a component of the Business Strategy, tailored the Salesforce CRM system to align seamlessly with Business Unit (BU) requirements. This encompassed a comprehensive analysis of performance metrics, identification of pain points, and the integration of valuable feedback to ensure smooth day-to-day operations resulted in reducing Agent-CRM handling time by 50%.

> Led multiple process re-engineering initiatives and designed customer lifecycle workflows for 5 different verticals resulting in 30% improvement in efficiency.> Transformed the customer experience by seamlessly integrating service and academic support through Learning Experience Service Delivery.> This initiative resulted in notable 50% reduction in M3 refund requests, 3X increase in customer engagement DAU & MAU, and profitable business revenue of 10 crores within short span of 6 months.> Enhanced objection handling against customer friction and FTR by associates through rigorous audit process, resulting in notable 50% reduction in IRT inbounds from JAS 22 to JFM 23.> Achieved substantial improvement in Parent Orientation attendance from 30% to 74% within span of 3 months through implementation of automated communications, interactive IVR, and WhatsApp, coupled with modifications to sales pitch.> Strategically crafted workforce planning, taking into account performance, future vision, and projects, resulted in targeted 15% reduction in overall manpower for Early Learn span.> Teamed up with Ameyo to incorporate IVR transfer as a KPI, measuring separate CSAT for outbound and inbound calls. Addressed a notable 2X increase in DSAT for inbound calls, swiftly reducing it by 40% in 2 months through task routing via Salesforce CRM and prioritized effective resolutions.> Spearheaded comprehensive project management initiatives encompassing creation of project charters, defining milestones, collaborating with diverse teams, and conducting thorough analyses of pre and post impacts on KPIs, impacting 10 different projects.

> Accomplished seamless and prompt customer interactions with a perfect 100% task completion rate and an impressive 88% acceleration in meeting SLAs contributing to a significant 20% reduction in customer return requests (RR's).> Demonstrated effective leadership in Q4 2022 for the Product Expert (PE) team. Introduced a team ranking system, yielding a remarkable 40% increase in individual and team KPIs, with 90% consistently meeting monthly incentives.

> Overseeing the initial 45-day experience for newly enrolled customers, conducting welcome and onboarding calls to ensure a smooth transition and positive introduction to our services.> Managing inbound calls by comprehensively understanding the reasons behind customer friction and maintaining 90% FTR. > Implemented effective objection handling strategies to enhance customer retention, for those who opt for cancellation.

Internship at Volvo Buses for 2 months, gained experience and learning in automobile manufacturing