Shaily Shrivastava
Delhi, India
Summary
Proactive Senior Operations Specialist with a 5-year track record of optimizing internal processes to achieve client objectives. Proficient in planning and coordinating fragmented tasks, generating detailed reports, and effectively resolving escalated issues. Experienced in extensive cross-functional collaboration and applying customer success principles to drive client satisfaction and retention. Detail-oriented, analytical, and adept at swiftly solving complex problems.
Overview
7
7
years of professional experience
Work History
Senior Operations Specialist
Coursera
11.2021 - Current
- Improved operational efficiency by streamlining various support processes and implementing best practices.
- Demonstrated proficiency in SQL queries and data manipulation techniques to extract meaningful insights from large datasets stored in Redshift, facilitating data-driven decision-making across the organization.
- Optimized resource allocation with thorough analysis of KPIs and performance metrics. TAT improved by 50% and average efficiency improved by 15%.
- Collaborated extensively with cross-functional teams (CSMs, AMs, IMs and Product) to develop innovative solutions for complex data operations including standard & custom reporting support.
- Proactively identified opportunities for automation and optimization (Advanced Google Sheets, Looker, Promptly) in data & support operations processes, leading to increased efficiency and scalability for my immediate team as well as collaborators from Enterprise teams.
- Implemented strategies to enhance CSAT scores by addressing pain points and streamlining support processes. Proactively addressed escalated issues from clients, demonstrating strong problem-solving skills and a commitment to client success.
- Documented and communicated process improvements to stakeholders, facilitating knowledge sharing and continuous improvement efforts.
Engagement Associate
Chegg Inc
07.2019 - 10.2021
- Onboarding & Engagement: onboarding newly acquired SMEs and keeping them engaged, and trained via email marketing campaigns, social media, and training strategies.
- Relationship & Advocacy: remain in constant touch with 2000+ SMEs; proactively maintain a great customer relationship and provide exceptional client experience.
- Tracking & Analysing Data - perform analysis using MS Excel on a large pool of data to keep a check on various aspects of the KPIs and identify problem areas and taking up solution-oriented initiatives for the same.
- Business Delivery - lead an entire territory of Computer Science Engineering content delivery and ensuring enough, and quality content gets delivered. Track record of increasing quality standards by 10%.
- Cross-functional collaboration for operational excellence: extensive collaboration with L&D, acquisition, engineering, and quality teams to ensure ubiquitous brand integrity in communications and customer advocacy.
Assurance Associate
EY
07.2017 - 04.2018
- Client Audit - Performed interim and annual audit of assigned clients in a shared service setting.
- Audit support activities - worked on delivering supporting activities like data clean up and following up review points across several files.
Education
Bachelor of Science - Commerce
Delhi University
India06.2017
Skills
- Analytical Skills - SQL, Advanced Excel & GSheets, Looker, PowerBI
- Business Process Improvement
- Operational Excellence
- Project Management
- Content & Email Marketing Basics
- Effective Communication
Timeline
Senior Operations Specialist
Coursera
11.2021 - Current
Engagement Associate
Chegg Inc
07.2019 - 10.2021
Assurance Associate
EY
07.2017 - 04.2018
Bachelor of Science - Commerce
Delhi University
Similar Profiles
Bersabhe WerechoBersabhe Werecho
Data Analyst & Machine Learning Trainer at CourseraData Analyst & Machine Learning Trainer at Coursera
Anastacia JohnsonAnastacia Johnson
Data Analyst Trainee at CourseraData Analyst Trainee at Coursera
ANCA Van Der LindenANCA Van Der Linden
Sr. Sales Enablement Manager at CourseraSr. Sales Enablement Manager at Coursera