Sirisha Shankar

Experience

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  QuanTech Origin

  Jun 2017 - Oct 2017

  Skills Trainer

  -Worked as a Skill Trainer, providing training on communication skills to students-Delivered effective communication and presentation skills at training sessions-Contributed to creating a positive and engaging learning environment for students-Developed skills in training, mentoring, and curriculum design during the internship

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  IBM

  Oct 2017 - Mar 2018

  GTS Technical Support

  -Secured a campus placement as a Technical Support Executive, delivering B2B support services for British Gas-Acquired a comprehensive understanding of quality assurance, key performance indicators (KPIs), and global B2B service standards-Adapted to working in diverse shifts to provide technical support to customers worldwide-Leveraged ticketing systems and corporate communication channels to efficiently resolve technical issues and ensure high levels of customer satisfaction.

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  BYJU'S

  Mar 2018 - Aug 2022

  -Extensive experience in building and leading large-size teams to achieve organizational goals in customer engagement.-Successfully managed two (DBEL and Byju's Math) products from end-to-end within the customer experience department.-Analyzed internal business data, including Customer Outreach, Product Engagement, Call adherence, and daily productivity, by creating weekly service dashboards.-Developed Key Result Areas (KRA) for Managers and Associates across teams, driving continuous improvement in process quality, effectiveness, and efficiency.-Led the implementation of new products, streamlined processes, and managed CRM Migrations and SalesForce implementation.-Collaborated with internal teams such as Business Analysts, Marketing, Category, and Product to address gaps in the customer experience throughout the journey.-Problem-Solving and Collaboration: Identified gaps in processes and products, collaborating with different departments to address content, product-tech, and logistics-related issues.-Strategy and Execution: Well-versed in strategic planning and effective execution.-Quick Learning and Performance: Demonstrated as a quick learner, mastering a new product(DBEL) within 10 days and delivering outstanding performance metrics.-Training and Leadership: Experienced in training senior management recruits on products and processes. Show less -Developed and delivered comprehensive training modules and documentation to optimize team performance, utilizing strategic and tactical approaches, motivational coaching, and targeted training sessions.-Conducted regular performance feedback sessions, facilitated team meetings, and conducted one-on-one coaching sessions to drive continuous improvement and enhance overall performance.-Delivered exceptional learning agility by acquiring new product knowledge within a remarkable time frame of 10 days, effectively meeting performance metrics and key performance indicators (KPIs), resulting in a significant improvement in team performance.-Actively participated in multiple pilot projects, from ideation to execution, encompassing initiatives such as renewals, out-of-refund policy pitch, refund request decoding, customized study plan, product expert team, and K3 product pitch, with the overarching goal of increasing customer retention and satisfaction Show less -Delivered proficiency in strategy formulation and execution, consistently achieving 100% target completion for 52 consecutive weeks-Optimized productivity and aligned tasks by delegating responsibilities based on individual team members' skill levels, effectively driving the team toward achieving organizational goals.-Mentored and guided staff members, leveraging hands-on and motivational leadership techniques to enhance their skills and enable them to meet daily targets-Coached team members and provided constructive feedback, fostering a culture of continuous improvement, higher productivity, and increased confidence among the team Show less -Deep understanding of product functionalities to engage effectively with customers.-Onboarded approximately 200 new customers to the product within a week.-Maintained an impressive 97% retention rate among a base of 400 new clients.-Successfully conducted cold-calling services to support customers throughout their product lifecycle.-Consistently achieved a daily target of connecting with around 1500 unique customers each month.-Efficiently resolved customer issues within a 15-minute turnaround time (TAT) using Freshdesk.-Maintained excellent Customer Satisfaction (CSAT) scores and drove Net Promoter Score (NPS) growth with each issue resolution call. Show less

  • Associate Senior Manager - Customer success

    Jan 2022 - Aug 2022

  • Customer Success Manager

    Oct 2021 - Jan 2022

  • Asst. Manager - Customer Success

    Jul 2020 - Oct 2021

  • Customer Success Specialist

    Dec 2018 - Jul 2020

  • Customer Success Associate

    Mar 2018 - Dec 2018
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  Inversa Innovations

  Sept 2022 - Nov 2023

  Senior Customer Success Manager

  -Responsible for the foundational development of the Customer Success team, establishing robust processes and a culture of excellence that played a pivotal role in the startup's subsequent acquisition.-Led the selection and implementation of CRM systems, optimizing customer interactions and data management, thereby enhancing operational efficiency and client relationship management.-Identified and defined critical Key Performance Indicators (KPIs) for the team, enabling precise performance tracking and fostering a results-driven environment.-Instrumental in creating a self-sufficient Customer Success team, ensuring sustainable operations and continuity in providing exceptional client service, contributing to the company's appealing valuation and acquisition prospects. Show less

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  ElbowCurve Private Limited

  Nov 2023 - now

  Program Manager

  -Responsible for client onboarding processes for an AI-first solution, specializing in end-to-end daily customer support operations, enhancing customer satisfaction and operational efficiency.-Masterminded the development and continuous refinement of knowledge entries, ensuring AI's adeptness at resolving new and complex customer inquiries, thereby boosting resolution accuracy and speed.-Implemented strategic updates to knowledge entries in response to emerging ticket types, maintaining AI's cutting-edge performance and adaptability in dynamic customer service environments.-Conducted rigorous quality assurance for tickets resolved by both human agents and AI, establishing high-quality standards and fostering a culture of continuous improvement and excellence.-Managed a diverse portfolio of eight key accounts, focusing on mid-sized US-based e-commerce brands, leading to enhanced client retention and a notable increase in customer satisfaction metrics.-Acted as the pivotal product expert within cross-functional teams, facilitating seamless integration of client feedback into product development cycles, driving product enhancements and innovations.-Led initiatives to streamline operational processes and implement best practices, resulting in increased efficiency, reduced resolution times, and enhanced overall service quality. Show less