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Manasi Malkunaik

@manasimalkunaik

Customer success manager at upGrad who improved learner onboarding and reduced recurring escalations across 80,000+ users.

India

Message

What I'm looking for

I’m actively interviewing and available to start immediately.

At upGrad, I redesigned onboarding, communication, and escalation workflows for an 80,000+ learner ecosystem spanning six university partners. I also analyzed ticket trends to address recurring issues before they reached the support queue.

I managed and coached a 10-person customer experience team, built more than 20 self-service guides, and delivered training informed by quality audits. At OYO Life, I restructured escalation workflows and handled complex client issues. I’m currently on a planned career break, actively interviewing, and available to start immediately.

Experience

Work history, roles, and key accomplishments

Assistant Manager, Customer Success

upGrad

Jan 2021 - Sep 2025 (4 years 8 months)

Managed customer success for an 80,000+ learner base across 6 university partners, leading a 10-person team and 10,000+ monthly tickets. Reduced escalations through root-cause analysis and improved SLA adherence.

Customer Success Customer Experience Escalation Management SLA Management Root Cause Analysis Team Management CleverTap Freshdesk Campaign Management Segmentation Stakeholder Management

Escalation Manager

OYO Life

Jun 2019 - Sep 2020 (1 year 3 months)

Restructured ticket distribution and prioritization to shorten escalation resolution time. Conducted quality audits and managed high-severity escalations to preserve client relationships.

Escalation Management Quality Assurance Process Improvement Stakeholder Management Customer Relationship Management

Client Relationship Manager

Aditya Birla Capital

Jun 2018 - Jun 2019 (1 year)

Grew client portfolio value and increased cross-sell revenue by analyzing financial needs and recommending tailored investment and insurance solutions.

Customer Relationship Management Cross Selling Financial Analysis Investment Advisory Insurance Solutions