Saurav Ashwani

▪ Key Deliverables • Conducted teacher capacity planning, cost analysis & achieved teachers allocation accuracy by 91% on projected academic plan resulted in optimised hiring decisions while staying within budget constraints. • Created sustainable annual spending plans for teachers & operations to ensure 100% budget compliance throughout the academic year. • Led teacher resource planning, achieving 93.6% utilization through strategic monthly and weekly session planning, enhancing productivity by allocating residual bandwidth to various cross-functional teams. • Streamlined teacher & student escalation management, reducing ticket resolution time breaches by establishing an effective escalation matrix and scrutiny process, resulting in ticket closure within 24 hours of receipt. • Established quality control team that elevated session quality from 4.35 to 4.82 by auditing live session chats, implemented refresher training, and corrective actions for threshold breaches. • Developed & implemented daily operations & performance management SOPs resulted in improved process efficiency & consistency. • Managed & processed teachers’ payouts for FTEs, Contractual & freelancer categories on monthly basis & addressed related escalations. • Designed growth path for teacher community resulted in career advancement & Learning opportunities & thereby improved CT-SAT to 4.75. ▪ Achievements • Achieved a 94 Lakh cost savings in 2 academic years through resource bandwidth optimization and residual capacity planning in CFTs. • Designed & implemented operational and KPI dashboards, reducing operational workload by over 1000 hours monthly. • Maintained a CSAT score of 4.75 by proactively managing teacher engagement and addressing escalation tickets promptly. ▪ Projects • Implemented two teacher model in higher grades (9-13th) backed by proven enhanced user engagement & increased NPS from 56 to 79 in pilot run & successful execution in lower grades(6-8th).

Spearheaded business & operations, Overseeing P&L & ensured properties performance to generate positive contribution margins of city. ▪ Key Deliverables • Clinched maximum occupancy of 92% by driving lead Conversion, offering competitive pricing & offers, and resident engagement. • Managed P&L (CM1) of cluster & optimized operational expenses by 23% by clustering of manpower resources for nearby properties. • Optimized key operational and customer-centric metrics to achieve 98.43% retention, 100% revenue collection, and a NPS score of 53. • Headed escalations including but not limited to Residents Experience, Operations, Compliance, Vendors & Security Deposit Refunds. • Conducted Mystery Audits to restrict booking spillage, uphold code of conduct & maintain the integrity of property Managers on ground. ▪ Achievements • Boosted cluster occupancy by 21 % in 3 months by focusing on customer satisfaction & lead conversion. • Enhanced Net Promoter Score from -10 to +40 within 4 months by enhancing operational efficiency & reducing response time on tickets. • Scaled up the cluster monthly business by 42% by driving lead Conversion, leveraging referrals, and securing corporate leads.

▪ Key Deliverables • Managed last mile delivery operations for the cost-efficient model for entire North Zone with 10K+ shipments volume per day. • Directed key metrics like Delivery Conversion, CSAT & Load Pendency with respect to Delivery executives, Hubs & Zone-wise. • Expanded city operations to 6 new cities & reduced attrition of delivery executives by 9% by ensuring better shipment assignment per head. • Oversaw daily operations & PAN India escalations from Zonal Teams & Delivery hubs. ▪ Achievements • Identified major hotspots for expansion and integrated Fquick operations, resulted in improved efficiency of Delivery Hubs by ~50%. • Scaled up the Fquick Operations by 3X in Delhi-NCR in just 3 months & effectively optimized CPS by better shipment assignment per head. • Improved logistics efficiency of freelancers by 10% by retaining the hyperlocal flag on the rescheduled shipments up to 3 days