Customer Success Operational Excellence

Mudit Kumar Mahesh

Male ***********@*****.***; Mobile: +91-813**-*****

MBA–BM, Xavier Institute of Management Bhubaneswar (XIMB) Skills – Change Management, Operational Excellence, GTM, Team Management, Customer Success, Product Strategy PROFESSIONAL EXPERIENCE

Skuad Labs, Gurgaon (HR Tech, Payments, B2B SaaS)

Strategy and Operational Excellence, Founder’s Office, March 2024 – Current

● Managed a Customer Success team of 11 members and led process excellence initiatives

● Monitored ticketing and ensured closure within SLAs, leading to a 50% improvement in ticket closure quarter to quarter

● Improved collections from 85% to 97% by identifying at risk clients & adding checks to avoid loss of payment

● Prepared a dashboard on Power BI and Superset, boosting employee onboarding and offboarding timeliness by 10% PayWorld Digital Services, Gurgaon (Fintech, Payments) Assistant Vice President – Corporate and Chief of Staff, Jan 2023 – Feb 2024; Promoted within 6 months of joining

● Led 2 pivotal divisions within the organization – Analytics and Alliances, overseeing a team of 4 direct reports

● Orchestrated Project Management initiatives, encompassing creation of detailed project plans, & coordination with different functions

● Cultivated a strategic alliance with a prominent NBFC, leading to the disbursal of over 500 business loans per month

● Accomplished a ~27% revenue and ~19% profitability growth by spearheading the formulation and execution of Growth Strategy, including defining KPIs, designing Executives Hiring Plan and launching a Sales Incentives Program

● Invented a Customer Loyalty Program to improve the stickiness of customers, reducing monthly customer attrition by ~33%

● Handled Investor Relations by presenting financial statements and business projections in quarterly and annual reviews

● Oversaw implementation of analytics tools – Power BI & Automate to create business dashboards and automate report distribution Shiv Nadar Foundation, Noida (Non-Profit, Education) Program Manager, CEO’s Office & Strategy, February 2022 – January 2023

● Collaborated with State Govt & Administrative Bodies, resulting in the successful acquisition of a land parcel worth Rs. 225 Cr

● Directed the operations for setting up a new school in Chennai, including organizing a launch event with a budget of Rs 5.5 Mn

● Advised and negotiated the selection of a marketing agency, ultimately securing a contract with an annual value of Rs. 6 Lakhs Cairn Oil and Gas, Vedanta Limited, Barmer (Oil and Gas) Procurement and Supply Chain Management, June 2021 – November 2021

● Developed, led, and executed purchasing strategies for procurement of Oil Pipelines worth over $5 Mn USD

● Crafted sourcing strategies and closed the deal with the best commercial terms, resulting in quarterly savings of over $1 Mn USD Phronesis Partners, Noida (Consulting)

Research Associate – Primary Research, June 2018 – May 2019

● Interviewed professionals across the globe by conducting Quantitative and Qualitative CATI surveys

● Awarded Star of the Month Award in November 2018 for successful completion of a Research Study with Financial Times, UK EDUCATION BACKGROUND

Qualification Year Institute/University

MBA - Business Management 2019-2021 Xavier Institute of Management, Bhubaneswar (XIMB) B.Tech - Computer Science 2014-2018 Jaypee Institute of Information Technology, Noida (JIIT) INTERNSHIP

Hewlett Packard Inc. (HP Inc.), Gurgaon, Haryana

Sales and Marketing Intern, April 2020 – June 2020

● Analysed monthly B2B Sales using MS Excel and ensured alignment with long-term strategic plans

● Partnered with business team to generate customer insights for SMB business segment (segments, decision journey) EXTRACURRICULAR ACHIEVEMENTS

Co-Curricular Achievements

● Runner Up at MPower, National Level Marketing Case Study Competition, at XIMB, February 2021

● Winner at Pitch Please, for designing and exhibiting creative Marketing Solutions, by Marketing Association, XIMB, October 2020 Certifications

● Accomplished certification in Digital Banking, issued by The Digital Fifth

● Completed Training in Marketing in a Digital World, issued by Coursera Email – ***********@*****.***, Mobile - +91-813**-*****

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