ANUJ SINGH BAGHEL

Contact No. +91- 9669711466| Email: Anujbaghel9669@gmail.com

OPERATIONS MANAGEMENT PROFESSIONAL

Seeking mid-level managerial position, to utilize my knowledge and skills in operations management to help increase efficiency,
reduce costs, and improve overall performance

PROFESSIONAL SUMMARY
 Offering nearly 4 years of experience in Operational Analysis, Process Improvement, Quality Assurance, Key Account
Management, Customer Satisfaction, Stakeholders Management, etc. in the Ed-tech Industry.
 Last associated with Unacademy as Senior Associate (Business Operations).
• Solutions Oriented Professional with skills in improving processes and elevating output, quality, customer satisfaction
and employee morale to all-time bests.
• Dynamic, energized, and driven Operations Associate who is committed to excellence and has demonstrated success in
achieving cost, quality, and service goals through the implementation of innovative business growth strategies.
• Leveraging natural leadership and uncompromising commitment to top-quality performance in project completion and
customer service delivery to maximize resources and streamline productivity.
• Expertise in managing the product category, managing its development, defining metrics and analyzing data to
measure engagement levels of the customers and performance of business partners for the category assigned.
• Well versed with MS Office (Advanced Excel, Word & PowerPoint), Google Sheets and CRM. Experience in creating
visually impactful dashboards in Excel for data reporting by using pivot tables and VLOOKUP. Extracted, interpreted and
analyzed data to identify key metrics and transform raw data into meaningful, actionable information.
• Skilled in developing and maintaining strategic long-term trusting relationships with high volume clients/ accounts to
accomplish organic growth and long-term company objectives.
• Strong ability to understand, interpret, build relationships and communicate to groups that include business
stakeholders, cross-functional teams, and upper management.
• Excellent communication, analytical, presentation and problem-solving skills.

AREAS OF EXPERTISE
Operational Analysis ~ Process Improvement/Excellence ~ Quality Assurance ~ Escalation Management ~ Strategic
Partnerships & Alliances ~ Key Account Management ~ Partner Management & Onboarding ~ Customer Satisfaction,
Engagement & Retention ~ Market Research & Competition Analysis ~ End-to-end Vendor Management ~ Contract
Management ~ Stakeholders Management ~ Market Research & Analysis ~ Reporting & Documentation ~ Cross-
Functional Collaboration ~ Team Management & Training

CAREER HIGHLIGHTS
Unacademy
 Successfully launched and worked on All India Free Mock for Prelims 2021 in UPSC category having record enrollments of
more than 1 lakh learners.
 Launched Judiciary Category in test series and achieved maximum learner feedback rating as 92%.
 Led the bulk procurement project for the Judiciary Category for procuring and finalizing the content.
 Trained more than 15 peers for day-to-day operational work.
 Consistently met and exceeded department expectations for productivity and accuracy levels.
 Managed UPSC GS Category (The most important category in test prep segment) seamlessly and achieved maximum learner
feedback rating as 90%.
 Initiated and suggested “Match the Following Feature” and Subjective Tests Features, to be included in the test series.

myPAT (Edfora Infotech Private Limited)

 As Academic Excellence Associate, effectively managed Company’s B2B customer key accounts for myPAT products. Built
strong relationships with the school management to get the renewal, upsell and referrals.
 Spearheaded myPAT Online Classes for schools.
 Established the processes for improving the engagement of B2C users of myPAT Assessment Platform, as Customer
Happiness Manager.

EMPLOYMENT SCAN
Unacademy as Senior Associate (Business Operations) Oct’20-Nov’22
Key Result Areas
 Plan, develop, and execute the launch of new test series, in coordination with team members and managers. Define
requirements and support roadmap prioritization for all matters requiring prioritization.
 Analyze various project level data and suggest inputs for improvement of test series quality and adoption.
 Work on vendor onboarding, monitor their performance and ensure that their quality of performance is maintained.
 Coordinate with multiple teams (Tech, customer success, academics, and user growth) and devise effective solutions for
maintaining performance standards.
 Maintain relationships with the educators for live classes, content procurement and content analysis.
 Prepare status/weekly reports by gathering, analyzing and summarizing relevant information.
 Maintain and monitor quality, project plans, project schedules, budgets and expenditures.

myPAT (Edfora Infotech Private Limited) May’19-Oct’20

Key Result Areas
As Academic Excellence Associate (Account Management & Operations) Apr’20-Oct’20
 Monitored key account activities and developed new business opportunities with high potential clients. Developed trusted
relationships with a portfolio of major clients to ensure they do not turn to competition. Trained new customers for all the
products offered to a school.
 Acquired a thorough understanding of key customer needs and requirements. Expanded the relationships with existing
customers by continuously proposing solutions that meet their objectives.
 Demonstrated new products or services, promoted existing products or services, or generated interest in new products or
services. Analyzed data to identify trends, opportunities for growth, or other issues that may require attention from
management.
 Coordinated with the Tech Team, Product Team, Marketing Team and Content Team for product improvements and fulfillment
of customer’s demands. Solved the technical issues faced by the internal team and sales representatives.

As Customer Happiness Manager (Account Management & Operations) May’19Mar’20

 Owned each customer's experience across the entire customer lifecycle, including onboarding, driving adoption, continual
engagement, renewal, and expansion. Acted as an escalation point for critical issues impacting a client's success and drive risk
mitigation. Performed periodic customer success reviews that confirm satisfaction, resolved issues within the timelines.
 Developed tools, processes and best practices to ensure customers are realizing the greatest possible value from products and
the services, thereby enhancing C-SAT & NPS scores.
 Maintained cordial and strong relationships with the customers by guiding them on how to utilize the product to get the most
benefit from it.
 Coordinated with the Tech Team, Product Team, Marketing Team and Content Team for product improvements and customer
satisfaction.

ACADEMICS
 BBA from School of Business, Dehradun, University of Petroleum & Energy Studies in 2019. Secured 7.5/10
 12th from Trinity Convent School, Vidisha, Madhya Pradesh, CBSE Board in 2016. Secured 73%
 10th from Trinity Convent School, Vidisha, Madhya Pradesh, CBSE Board in 2014. Secured 7.2/10

INTERNSHIPS
Organization: Bahrain Petroleum Company (BAPCO).
Duration: May 2018-July 2018
Project Title: Market Research for BAPCO Lubricants
Description: Prepared reports on the lubricant market scenario of Bhopal and gathered details of dealers and distributors.
Organization: Unify Building Technologies Pvt. Ltd.
Duration: June 2020 – July 2020
Project Title: Study of Company’s Account and Finance Process
Description: Prepared company’s C – Form details and Bank Guarantee.

EXTRA-CURRICULAR ACTIVITIES
 Worked as a Core Team Member of Zariya ek Pahel (NGO).
 Winner of Inter-school Football Championship Tournament held in Vidisha (M.P) as a Team Captain.
 Member of Federation of Indian Petroleum Industry Club in University of Petroleum & Energy Studies from 2016-2019.
 Team member for the Event Nafthanomics, 2017

PERSONAL DETAILS
Date of Birth: 28th October 1998
Languages Known: English & Hindi
Address: 115 Old Bus Stand, Near Goyal Dharamshala, Swarnkar Colony, Vidisha - 464001, Madhya Pradesh, India