Bhavin Doshi

Experience

• 

  Accenture in India

  Jul 2005 - Apr 2007

  Customer support excecutive

  Provided voice support to the leading ISP in the United States, serving as a primary point of contact for broadband and DSL customersDelivered comprehensive technical training and support to team members, ensuring they remained up-to-date with the latest industry advancementsCollected and analyzed critical data to enhance team performance and streamline operational processesMaintained a consistent level of excellence in customer service, resolving complex issues efficiently and effectivelyCollaborated with cross-functional teams to improve overall customer satisfaction and meet key performance indicators Show less

• 

  Accenture in India

  Feb 2009 - Apr 2016

  Achieved Numero UNO Award in April 2013 for exceptional performance in terms of quality and timelinessLed a successful global project involving the upload and assignment of six assets to users from 18 different countries, resulting in 96% accuracy and 97% timeliness. Received client appreciation for the accomplishment.Received invitation from the client to attend a workshop in the U.S.A to address process gaps and discuss optimization of various LMS functionalities in June 2013.Played a key role in the transition of two new projects related to content and user administration on the salesforce.com platform.Received recognition from both the client and Accenture leadership for efficiently managing the transition of both projects, optimizing resource utilization, and exceeding expectations. This led to increased client confidence and approval for an additional three resources for the new project.Actively contributed to the Accenture Service Design team, responsible for creating the operational excellence document, SLA metrics, process flows, and escalation matrix. Show less Efficiently provided voice support for a US-based ISP, serving Broadband and DSL customersResolved critical issues with the ISP and addressed customer queries within designated time frames, ensuring high customer satisfactionProvided technical training and support to team members, ensuring their alignment with the latest updates and enhancementsServed as an acting Subject Matter Expert (SME) for a launch pad team, mentoring new agents and conducting refresher training sessions to improve their understanding and proficiency in the processAnalyzed data for launch pad agents, identifying areas of improvement in CSAT and FCR metrics, and collaborating with supervisors to provide coaching and enhance agent performanceReceived a certification of appreciation from the client for consistently achieving a TAT score above 90, FCR of 85 and above, and a quality score exceeding 95%Consistently exceeded client expectations for three consecutive performance periods, resulting in enrollment into the BPO top talent program. Show less

  • Program & project management senior analyst

    Jan 2012 - Apr 2016

  • Sr. Customer support executive

    Feb 2009 - Dec 2011
• 

  Emeritus

  Apr 2016 - Apr 2022

  1. Led a team of 110 employees with three levels of hierarchy, responsible for performance management and appraisal.2. Managed the end-to-end customer journey for a portfolio of education products, including admissions, access management, student support, program delivery, academic planning and delivery, training and quality, operational excellence, and analytics.3. Led post-sales customer experience for retail and enterprise clients in India and APAC region, resulting in an annual revenue of USD 30 million.4. Collaborated with cross-functional teams to ensure compliance with Australian (TEQSA) and Indian (UGC and NEP) Education policies and guidelines for a degree program in collaboration with reputed international universities5. Identified process gaps and executed plans to streamline Academic personnel hiring which led to savings of approximately $250K annually Show less Oversaw performance management of 137 team members across four levels of hierarchy.Recognized by the Leadership team for achieving the lowest attrition rates organization-wide.Managed Learning Portal and Customer Service for a diverse portfolio of short certificate and Diploma programs developed in partnership with prestigious universities in the United States and the United Kingdom.Implemented an automation system based on ticket categorization analysis, resulting in a cost savings of USD 250K.Collaborated closely with China and LATAM Operations leaders to provide comprehensive training on customer support processes during the establishment of new business units. Show less Successfully managed and appraised a team of 40 members, including two levels of hierarchy.Oversaw the Learning Platform and Customer Service for B2C certification programs developed in partnership with renowned United States universities.Collaborated closely with leadership team to assess customer support needs for White Labelled programs, resulting in the implementation of efficient processes that maximized user satisfaction.Achieved and maintained exceptional performance metrics, including a CSAT score of greater than 92, first contact resolution rate of over 80%, and a turnaround time of less than 12 hours. Show less Spearheaded the establishment of the services delivery team, defining critical processes and assembling a high-performing team to meet the organization's ambitious growth objectives.Successfully managed and executed eight programs independently, demonstrating exceptional project management skills and ensuring seamless operations.Conducted comprehensive research on Singapore's Education Control body (CPE) regulations, enabling the development of streamlined processes for managing Diploma programs.Recognized for surpassing management's performance expectations, receiving a nomination for participation in Leadership Development programs as a testament to exceptional leadership abilities. Show less

  • Regional Director of Operations

    Jan 2020 - Apr 2022

  • Associate Director of Operations

    Sept 2018 - Dec 2019

  • Senior Operations Manager

    Oct 2016 - Aug 2018

  • Operations Manager

    Apr 2016 - Sept 2016
• 

  Zell Education

  Apr 2022 - Oct 2023

  Customer Success leader with 7.5 years of experience in the EdTech industry. Proven track record of leading and managing customer success teams across multiple verticals, including retail (B2C), enterprise (B2B), and university partnerships (B2B2C).1. Led a team of 35 team members to develop and execute customer success strategies that resulted in increased customer satisfaction, retention, and advocacy.2. Managed the P&L to the tune of $4.2 million annually for the customer success team and achieved or exceeded budget goals consistently.3. Successfully managed team performance through effective performance management techniques, resulting in a 10% reduction in churn.4. Identified and implemented key projects to enhance customer experience, such as the launch of a new customer onboarding program and the implementation of a customer feedback survey.5. Closely partnered with the co-founders to develop and execute growth strategies that resulted in significant revenue growth. Show less 1. Led and managed a team of 10 Customer Success Managers across B2C, B2B, and B2B2C sectors, ensuring the delivery of exceptional services to students.2. Oversaw the recruitment and development of team members, resulting in a 10% reduction in employee turnover and a 15% increase in customer satisfaction.3. Collaborated with the team to identify and mentor high-potential individuals for future leadership roles, resulting in the promotion of three team members to leadership positions.4. Played a key role as a senior team member in the planning and execution of digital transformation strategies for the organization, resulting in a 15% increase in customer satisfaction and a 10% reduction in costs.5. Pioneered a leadership development program for senior leaders at Zell, leveraging insights and experiences gained from previous roles.6. Worked closely with cross-functional teams to identify and address process gaps, streamlining workflows and enhancing the overall customer experience across multiple touch points. Show less

  • Vice President of Customer Success

    Apr 2023 - Oct 2023

  • Assistant Vice President - Customer Success

    Apr 2022 - Mar 2023