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Mrunalini Reddy

@mrunalinireddy

Senior Program Manager at Mesa School of Business, building AI admissions workflows that cut post-call handling time by 70%.

India

Message

At Mesa School of Business, I own the Middle-of-the-Funnel admissions cycle and built an active pipeline of about 300 leads per week, increasing conversion by 500 basis points. I also consolidated eight fragmented tracking systems into a unified pipeline platform and built more than 20 AI use cases that improved operational efficiency by 30%.

At WhiteHatJr, I built and managed teams of Relationship Managers and Team Leads, and helped establish operating frameworks across customer management projects. My work included retaining about 80% of irate customers, generating an average of ₹0.4 crore in monthly revenue, and launching an Ombudsman feature that reduced escalations by 60%.

Experience

Work history, roles, and key accomplishments

Current

Sr. Program Manager

Current

Mesa School of Business

Mar 2026 - Present (7 months)

Owned the middle-of-the-funnel admissions cycle, developing a pipeline of ~300 leads/week and driving conversion rate by +500 bps. Built and deployed 20+ AI use cases across admissions workflows, improving operational efficiency by 30%.

Admissions Pipeline Management Consultative Selling AI Agentic AI Operational Efficiency Cross Functional Collaboration GTM Strategy

Sales/Marketing/Operations/Strategy

Freelance Consultant

Sep 2025 - Feb 2026 (5 months)

Led cross-functional growth initiatives across sales, digital marketing, and operations for edtech and e-commerce start-ups. Built and optimized customer acquisition funnels and designed operational frameworks to reduce manual effort and improve service consistency.

Sales Digital Marketing Operations Customer Acquisition Funnel Optimization SOPs Automation Escalation Systems GTM KPI Management

Head of Operations

Aistra Labs

Mar 2024 - Aug 2025 (1 year 5 months)

Spearheaded setup of operational framework, social media strategy, and customer success efficiency from scratch, contributing to acquisition of 100 customers in 8 weeks. Implemented operational improvements that reduced response time by 40% and operational costs by 20%.

Operations Social Media Strategy Customer Success Customer Acquisition Response Time Reduction Cost Reduction Upselling Referral Programs Loyalty Programs Analytics KPIs

Associate Director, Sales & Operations

WhiteHatJr

Jul 2020 - Feb 2024 (3 years 7 months)

Built and managed a team of 200 Relationship Managers and 18 Team Leads, establishing SOPs and operational frameworks that improved customer renewal rate by 13%. Retained 80% of irate customers, saving ₹5Cr monthly from refunds, and generated ₹0.4Cr monthly revenue.

Team Management Sales Operations SOPs Customer Retention Refund Management Revenue Generation GTM Strategy NPS Improvement Zendesk MIS

Team Lead, Sales & Operations

WhiteHatJr

Jan 2020 - Jul 2020 (6 months)

Built and managed a team of 25 agents and 1000 teachers to deliver customer needs effectively. Launched the Ombudsman feature on the website, reducing escalations by 60%.

Team Management Sales Operations Grievance Handling Escalation Reduction Cross functional Coordination Productivity Improvement

Sales Manager

WhiteHatJr

Mar 2019 - Jan 2020 (10 months)

Spearheaded customer acquisition, leading negotiations and closing deals, generating revenue of ₹15L/month and being the first salesperson to generate ₹1Cr for the company. Managed end-to-end customer relations including pitching, contracting, and billing.

Sales Customer Acquisition Negotiation Deal Closing Revenue Generation Client Relations Billing Invoicing Problem Solving

Admissions Counselor

UpGrad.com

Jul 2018 - Sep 2018 (2 months)

Communicated customized information on executive education programs to working professionals via phone and email, and followed up on due payments. Updated customer information in real-time on Salesforce CRM and contributed to lead prospecting.

Admissions Communication Skills CRM Salesforce Lead Prospecting Follow up Customer Information Management

Learning Associate

Emeritus Institute of Management

Nov 2017 - Jul 2018 (8 months)

Developed technical training curriculum, learning materials, and assessments for online and instructor-led environments, applying knowledge of cognitive science and research skills.

Curriculum Development Training Materials Assessments Online Learning Instructor Led Training Cognitive Science Research

Program Advisor

Emeritus Institute of Management

Jan 2017 - Nov 2017 (10 months)

Interfaced with leads via inbound and outbound calls and converted leads into confirmed applications globally. Maintained a detailed database of interactions and provided feedback to optimize customer experience.

Lead Conversion Inbound Calls Outbound Calls Database Management Customer Experience Feedback

Program Advisor

Image Consulting Business Institute

Oct 2015 - Nov 2016 (1 year 1 month)

Demonstrated customer relationship management and generated leads for business development. Implemented sales conversion, training coordination and delivery, and managed day-to-day operations of a profit center.

Customer Relationship Management Lead Generation Business Development Sales Conversion training coordination Profit Center Management