Ajay Vishwakarma

Experience

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  Aspiration Elite Solutions LLP

  Sept 2017 - Aug 2019

  Team Leader customer service

  Drove team success by efficiently resolving incidents within specified Service Level Agreements. Consulted with cross-functional teams to tackle complex issues through a deep understanding of functionality. Conducted monitoring activities, providing valuable insights through data-driven stats.

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  LIDO

  Dec 2019 - Feb 2022

  Customer Success Manager

  Proactive problem-solver and customer advocate. Led initiatives to reduce incidents through knowledge creation, streamlined processes, and cross-functional collaboration. Excelled in CRM utilization, managing escalations, and implementing strategies for increased renewals and decreased refunds. Contributed to revenue growth and customer satisfaction through data-driven insights and continuous improvement.

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  English Quest

  Mar 2022 - Apr 2022

  Customer Success Manager

  Led initiatives to enhance customer satisfaction by creating repeatable procedures, reducing incidents, and building a high-performing customer service team. Established a customer-centric culture, implemented metrics for performance tracking, and fostered cross-functional collaboration for a holistic approach to customer experience.

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  LIDO

  Apr 2022 - Aug 2022

  Customer Success Manager

  Proactive problem-solver and customer advocate. Led initiatives to reduce incidents through knowledge creation, streamlined processes, and cross-functional collaboration. Excelled in CRM utilization, managing escalations, and implementing strategies for increased renewals and decreased refunds. Contributed to revenue growth and customer satisfaction through data-driven insights and continuous improvement.

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  Coding Invaders

  Feb 2023 - now

  Senior Customer Success Manager

  I lead a dedicated team focused on delivering exceptional customer support and academic services. Responsibilities include managing inbound operations through the Freshdesk ticketing system to ensure timely query resolution within SLAs, prioritizing customer satisfaction, and overseeing outbound operations to ensure student academic responsibilities are met within designated timeframes. Additionally, I coordinate invoice processing to streamline finance department efficiency, facilitate support huddles to address issues and promote open communication, oversee live session coordination, manage projections for operational costs, and ensure comprehensive communication with learners. Show less