Harshita Khanna
@harshitakhanna
I improve learning program delivery, customer success, and operations through data-driven process redesign.
IndiaWhat I'm looking for
At upGrad, I lead end-to-end learning program delivery for 3,000+ learners, improving completion rates by 15%, reducing support SLA from two hours to 30 minutes, and sustaining 99% CSAT. I turn learner feedback, operational data, and cross-functional collaboration into improvements to program design and delivery.
I've also supported 4,500+ students and parents at BYJU'S, improved CRM data quality through Salesforce governance, and launched an Agentic AI program from its first cohort. I lead teams, build SOPs and KPI reporting, manage escalations, and bring experience in recruitment and founding a solid-waste-management venture.
Experience
Work history, roles, and key accomplishments
Directed end-to-end delivery of learning programs for 3,000+ learners, improving completion rates by 15% through lifecycle redesign. Standardized SOPs, cut turnaround time by 25%, and reduced support SLA from 2 hours to 30 minutes while sustaining 99% CSAT.
Product Specialist
Think & Learn Pvt. Ltd. (BYJU'S)
Jun 2020 - Mar 2022 (1 year 9 months)
Supported 4,500+ students and parents on product queries, maintaining a 97% first-contact resolution rate. Implemented Salesforce and DemandTools governance practices, improving CRM data quality by 30%.
Talent Acquisition Recruiter
USM Business Systems
Jan 2019 - Jun 2019 (5 months)
Ran end-to-end recruitment including sourcing, screening, and offer management, cutting hiring cost and turnaround time by 20%.
Co-Founder
Local Kabadi
Dec 2017 - Dec 2018 (1 year)
Founded and ran a solid-waste-management venture, managing end-to-end collection, segregation, and resale operations to recyclers.
Education
Degrees, certifications, and relevant coursework
DIT University
Bachelor of Technology, Technology
2015 - 2019
Grade: 7.25/10
Bachelor of Technology degree from DIT University, Dehradun, with a CGPA of 7.25/10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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