Usha Harinarayan
Bangalore
Summary
Achievement-Driven Operations: Boosted student achievement by 80% while cutting operational costs by 60% across multiple campuses. Optimized workflows for 20,000+ learners, driving significant efficiency gains. Leadership & Team Development: Built and led a high-performing network of 200+ faculty, enhancing educational outcomes. Transformed underperforming teams into high-achieving units through data-driven strategies. Student Engagement & Program Innovation: Launched mentorship programs, increasing student engagement by 30% within 60 days. Implemented performance metrics that improved educational outcomes.
Professional leader with extensive experience in driving strategic initiatives and fostering effective team collaboration. Strong background in project management, budget oversight, and stakeholder engagement, ensuring organizational goals are met efficiently. Known for adaptability, reliability, and focus on achieving impactful results. Skilled in leveraging data-driven insights, optimizing processes, and mentoring teams to excel in dynamic environments.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Associate Director Delivery and Corporate Training
UpGrad
09.2021 - Current
- Managed and delivered comprehensive training programs for diverse cohorts
- Oversaw data analysis for each batch, ensuring program effectiveness
- Developed and implemented operational processes and dashboards, streamlining workflows
- Built efficient systems from the ground up, driving measurable improvements
- Collaborated with and managed a network of 200+ freelance faculty members
- Led and customized corporate training programs to meet specific organizational objectives
- Led end-to-end development of multi-disciplinary training programs, orchestrating everything from data systems to faculty coordination, achieving exceptional completion rates
- Built and managed relationships with 200+ freelance faculty members, providing strategic guidance that elevated instructor performance and overall program quality
- Pioneered operational processes and analytics dashboards from scratch that transformed workflow efficiency and significantly enhanced program effectiveness
- Spearheaded corporate training initiatives with tailored content precisely aligned to client objectives, delivering outstanding client satisfaction and superior NPS scores
- Applied Lean Six Sigma principles to analyze cohort data, generating actionable insights that measurably improved program delivery and student outcomes
- Achieved a 75% program completion rate across various programs, exceeding industry benchmarks and demonstrating effectiveness in learner engagement
- Maintained a 70% NPS score across diverse training programs, highlighting strong learner satisfaction and program effectiveness
- Secured a remarkable 64% NPS for corporate training efforts, exceeding client expectations and solidifying strong client relationships
Chief Manager - Customer Support and Mentor
UpGrad
09.2021 - 12.2021
- Implemented a successful mentoring program, significantly enhancing student career goal attainment
- Mentored a 20-person support team, building a positive work environment
- Implemented a student mentoring program for government job placements
- Directed an Assistant Manager, ensuring effective team support
- Successfully implemented a mentorship program that resulted in a 30% increase in student engagement within a 60-day period, showcasing a strong ability to drive positive change and enhance student outcomes
AGM - Student Success Team
Haygot Education Pvt Ltd. (Toppr)
03.2020 - 09.2021
- Responsible for overseeing daily operations, budget management, expansion initiatives, and the personalized mentoring of a large student population
- Led daily operations of a 50-person Student Success Team, driving a high-performance culture
- Managed team budgeting and expansion, demonstrating strategic resource allocation
- Implemented a personalized mentoring program for 30,000 students, maximizing academic success
- Achieved 15% higher NPS and CSAT scores for mentored students, exceeding company averages
AGM (Home Sales)
Haygot Education Pvt Ltd. (Toppr)
04.2019 - 11.2019
- Responsible for overseeing and driving home sales revenue, leading and motivating a team of academic consultants, and implementing effective sales strategies to achieve regional targets
- Exceeded sales targets, driving significant revenue growth
- Led and coached high-performing sales team
- Developed and implemented successful sales strategies
- Achieving the highest sales revenue benchmark in the Bangalore region
Quality Excellence Manager
Haygot Education Pvt Ltd
04.2018 - 03.2019
- Responsible for designing and implementing projects focused on enhancing sales team performance, delivering comprehensive training programs for new hires at various levels, and supporting branch expansion efforts through effective training and development initiatives
- Engineered and executed efficiency projects that directly improved KPIs and drove measurable sales team performance gains
- Created and led multi-level training programs for all new personnel-from support staff to Assistant General Managers-resulting in accelerated onboarding and stronger cultural integration
- Orchestrated critical training initiatives for new branch launches, ensuring operational excellence from day one and contributing directly to successful market entries
Sales Manager
Haygot Education Pvt Ltd
05.2016 - 03.2018
- Responsible for overseeing call center operations, establishing and monitoring performance goals, and conducting impactful training programs to enhance sales team effectiveness
- Managed the day-to-day operations of the call center, ensuring smooth workflow, efficient handling of customer inquiries, and a positive customer experience
- Set and tracked performance goals for the sales team, implementing strategies to drive sales performance, motivate team members, and consistently achieve or exceed targets
- Developed and delivered engaging and informative training programs designed to enhance agent performance, encompassing product knowledge, effective sales techniques, and exceptional customer service skills
- Was Awarded the most successful manager back to back 2 years
Sr. Team Leader - Operation
Haygot Education Pvt Ltd
05.2014 - 05.2016
- Responsible for overseeing and coordinating daily call center operations
- This included supervising a team, setting performance goals, and conducting targeted training programs to enhance team efficiency and effectiveness
- Managed call center operations for optimal customer experience
- Drove team performance through goal setting and support
- Enhanced operational efficiency with targeted training programs
Students Counsellor
Nmims
02.2013 - 05.2014
- Responsible for providing guidance and support to students
- This included facilitating self-assessment exercises, career exploration activities, and assisting students with making informed academic and career decisions
- Also maintained and managed the student database, ensuring data accuracy and completeness, and coordinated marketing initiatives to attract prospective students
Sr. Administrative Officer
Saimag Systems
09.2012 - 01.2013
- Responsible for designing, developing, and implementing customized managed service solutions
- Worked closely with clients to understand their unique needs and deliver tailored solutions that met their specific requirements, ensuring high levels of support and satisfaction
Sr. Students Service Officer
ICFAI University
01.2008 - 11.2008
- Responsible for managing student inquiries, resolving issues, and collaborating with team members across five branches to ensure the effective delivery of student services
- Played a key role in organizing and facilitating training events to enhance the overall student experience
Students Service Officer
ICFAI University
10.2004 - 07.2006
- To handle the students query and close at my end
- Coordinate with Head Quarter for Students query
- Smooth conduct of Training Class at Lucknow Centre
Customer Service Executive
BPL US West Cellular Ltd
12.1996 - 04.1998
- To meet customer queries relating to Handsets & Services' Issued
- To guide them in proper usage of mobile phones and to solve their technical problems
- To prepare monthly reports like - customer satisfaction & proper report
Accounts assistant
GEOMETRIC SOFTWARE SERVICES CO
09.1994 - 04.1996
- Salary calculations & tax Deduction
- Voucher & Accounting data entry on Tally Accounting Package
- Preparation of Monthly Management Information Reports
Education
PG - Education Management
SNDT University
12.2017
Bachelor's Degree -
V G Vaze College of Arts
12.1993
Higher Secondary Certificate (HSC) -
V G Vaze College of Arts, Science and Commerce
12.1988
Secondary School Certificate (SSC) -
Kendriya Vidyalaya Powai Campus
12.1986
Skills
- Operational Excellence
- Team Leadership
- Program Management
- Process Improvement
- Stakeholder Management
- Communication
- Leadership
- Teamwork
- Problem-solving
- Adaptability
- Time Management
- Conflict Resolution
- Mentoring
- Emotional Intelligence
Certification
- Google Prompting Essentials, Authorized by Google and offered through Coursera, 2025
- Women Accelerator Program Certification, UpGrad, 2024
- Black Belt in Lean Sigma, 2018
Accomplishments
- Created a mentorship program resulting in a 30% improvement in student engagement and success rates within a 60-day timeframe.
- Recognized by the management in creating data driven process without having any impact to day to day operation.
- 200 Freelancers work orders and payment process was created which included legal and BGV process.
- Received an award for achieving an outstanding 64% NPS in corporate training efforts, exceeding client expectations and solidifying strong client relationships.
Languages
English
Hindi
Malayalam
Marathi
Tamil
Hobbies and Interests
- Traveling
- Reading (Focusing on Non-Fiction, Business, and Leadership)
- Yoga and Meditation
- Mentoring and story telling
- Swimming
Timeline
Associate Director Delivery and Corporate Training
UpGrad
09.2021 - Current
Chief Manager - Customer Support and Mentor
UpGrad
09.2021 - 12.2021
AGM - Student Success Team
Haygot Education Pvt Ltd. (Toppr)
03.2020 - 09.2021
AGM (Home Sales)
Haygot Education Pvt Ltd. (Toppr)
04.2019 - 11.2019
Quality Excellence Manager
Haygot Education Pvt Ltd
04.2018 - 03.2019
Sales Manager
Haygot Education Pvt Ltd
05.2016 - 03.2018
Sr. Team Leader - Operation
Haygot Education Pvt Ltd
05.2014 - 05.2016
Students Counsellor
Nmims
02.2013 - 05.2014
Sr. Administrative Officer
Saimag Systems
09.2012 - 01.2013
Sr. Students Service Officer
ICFAI University
01.2008 - 11.2008
Students Service Officer
ICFAI University
10.2004 - 07.2006
Customer Service Executive
BPL US West Cellular Ltd
12.1996 - 04.1998
Accounts assistant
GEOMETRIC SOFTWARE SERVICES CO
09.1994 - 04.1996
Bachelor's Degree -
V G Vaze College of Arts
Higher Secondary Certificate (HSC) -
V G Vaze College of Arts, Science and Commerce
Secondary School Certificate (SSC) -
Kendriya Vidyalaya Powai Campus
- Google Prompting Essentials, Authorized by Google and offered through Coursera, 2025
- Women Accelerator Program Certification, UpGrad, 2024
- Black Belt in Lean Sigma, 2018
PG - Education Management
SNDT University
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