Pallavi Kaisth

Address: Whitefield, Bangalore, Karnataka Email: pallavikaisth10@gmail.com

LinkedIn: linkedin.com/in/pallavi-kaisth-40314722a Mobile: 8091765446
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PROFESSIONAL SUMMARY

Experienced Assistant Manager | Strategic Project Leader | Results-Driven Business Analyst

I possess a strong skillset in project management, Business Analysis, data management, and
process improvement. I excel in CRM platforms, data analysis tools, and driving operational
excellence. Thriving in collaborative environments, I mentor team members and leverage my
expertise to derive insights. My experience as a project manager over the years has further honed
my skills in project management, data management, and creating business insights as a business
analyst for different projects.

WORK EXPERIENCE

Assistant Manager • Full-time Jan 2022 - Present

• Orchestrated a team of 30 associates, maintaining a stellar service outreach of 99%+ and
SLA adherence of 95%+ across a portfolio of ~15,000 accounts per month.
• Directed operations for diverse teams across multiple regions, including South, North, East,
and West. This involved orchestrating the coordination and collaboration between teams
operating in different geographical areas during WFH, each with its own unique set of
challenges and requirements. By implementing effective communication channels,
standardizing processes, and fostering a culture of collaboration, I facilitated the efficient
execution of projects, enabling the achievement of organizational goals across diverse regions.
• Spearheaded projects aimed at improving student engagement on Disney Osmo products
resulting in a ~25% increase in customer engagement.
• Facilitated the transition of customers/Product Adoption between platforms to track
engagement for offline and online users, resulting in a ~25% increase in overall
engagement.
• Collaborated with the collection and digital finance teams to increase collection rates from
~47% to ~85% through proactive issue resolution and fulfilment.
• Spearheaded result collection initiatives, acquiring ~6000 portfolios who cleared competitive
exams such as NEET and JEE mains/advance.
• Initiated an attendance program for Aakash Byju's hybrid program, increasing
attendance rates by ~35-~45% through targeted feedback and surveys.
• Excelled as a Business Analyst in creating and managing multiple dashboards
leveraging CRM platforms such as Leadsquared, Salesforce, and Tableau, providing
comprehensive insights to drive operational efficiency and performance improvements.
• Led Aakash Digital team in the migration of BYJU's customers to the Aakash Byju's App,
achieving revenue generation of ~3 crores and enabling live deployment post-10th exam
annually.
• Implemented strategies to address customer escalations and refunds resulting in a ~93%
decrease in escalations and a decrease in average refunds from 24% to 8%.
• I led projects that seamlessly integrated new products with existing systems, resulting in a
~30% reduction in onboarding time and an increase in cross-selling opportunities.
Product Expert • Full-time Jan 2020 - Jan 2022
• Efficiently onboarded over ~15,000 customers, ensuring a smooth transition and strong
relationships, reflecting high effectiveness and customer satisfaction.
• Achieved a collection rate of ~91% on EMI-based customers, ensuring consistent and
timely payments, leading to improved financial stability and growth for the company.
• Strategy that led to a significant reduction in refund rates, decreasing from an average of 3-4
per week to approximately ~3-6%. This demonstrates your commitment to improving product
quality and customer satisfaction, resulting in fewer dissatisfied customers seeking refunds.
Product Specialist • Full-time July 2019 - Jan 2022
• As a dedicated Product Specialist, I efficiently managed ~1500 customers monthly,
ensuring prompt resolution for each inquiry. Through meticulous SLA monitoring, I
consistently met targets, resulting in a 14% increase in SLA% of the team.
• Consistently achieved performer of the month, quarterly performer, and weekly
performer recognition, showcasing dedication and exceeding customer service targets.

EDUCATION
BTech CSE May 2015 - May 2019
Bahra University • Solan, Himachal Pradesh, India 7.6 CGPA

CERTIFICATIONS
● Certifications Lean Six Sigma White Belt
● Microsoft Excel - Excel from Beginner to Advanced
● Business Analysis Fundamentals - ECBA, CCBA, CBAP endorsed
● Scrum Master Certification 2024 + Agile Scrum Certification
● Project Management

SKILLS

Hard Skill’s Soft Skill’s

Customer Service Key Account

Budget Analysis Communication Problem-solving
Operations Management
Conflict
Data Management Business Analysis Lean Six Sigma Teamwork
management
Time
Financial Planning CRM Systems OfficeSuite Critical thinking
management
Issue Resolution Customer Onboarding Process Improvement Decision-making Persuasion
Stakeholder Openness to
Project Management Team Handling Leadership
Management criticism
Customer Service
Data Management Financial Planning
Operations
Scrum Methodology Strategy & Planning Issue Resolution