Looking for a job

Ravi Shankar Keshri

@ravishankarkeshri

Customer operations and service delivery professional at Leverage Edu who sustained 93%+ SLA compliance and helped reduce user churn by 15%.

India

Message

At Leverage Edu, I owned customer operations for the Study Abroad platform, sustaining 93%+ SLA compliance while managing escalations across the customer lifecycle. I analyzed recurring issues and helped reduce user churn by 15% through actions to improve service reliability.

In my consulting practice, I built onboarding and retention playbooks for SMB and SaaS clients that improved trial-to-paid conversion by 20%. Earlier, at Accenture, I supported Google’s LCS program, contributing to an increase in First Contact Resolution from 76% to 89% through process redesign and workflow automation.

Experience

Work history, roles, and key accomplishments

Current

Independent Consultant - Customer Success & Operations

Current

Independent Consulting Practice

May 2024 - Present (2 years 5 months)

Completed certifications in ITIL, Prompt Engineering, Power BI, and Project Management. Built customer onboarding and retention playbooks for SMB and SaaS clients, improving trial-to-paid conversion by 20%.

ITIL Prompt Engineering Power BI Project Management Customer Onboarding Customer Retention AI assisted Automation Process Improvement Stakeholder Management

Program Manager, Customer Experience

Greytip Software

Jul 2023 - Apr 2024 (9 months)

Designed and managed a customer referral program end-to-end, establishing lifecycle workflows and performance metrics. Increased active customer base by 20% and improved customer retention by 15%.

customer referral Lifecycle Workflows Cross Functional Execution performance reporting AI assisted Automation Digital Transformation Stakeholder Management

Customer Operations Manager

Leverage Edu

Mar 2022 - Apr 2023 (1 year 1 month)

Owned end-to-end customer operations for the Study Abroad EdTech platform, managing escalations and sustaining 93%+ SLA compliance. Led incident management and root cause analysis, contributing to a 15% reduction in user churn.

Customer Operations SLA Compliance Incident Management Root Cause Analysis Cross functional Coordination SaaS Platform Development Product Adoption

Manager, Sales & Operations

WhiteHat Jr.

Oct 2020 - Feb 2022 (1 year 4 months)

Managed global customer lifecycle operations across acquisition, onboarding, engagement, and retention, improving lead-to-sale conversion by 20%. Implemented workflow automation to improve response times and operational efficiency.

Customer Lifecycle Management Onboarding Workflow Automation Lead Conversion Customer Engagement Retention Renewals

Deputy Manager, Enterprise Account Management

ATS Infrastructure Ltd

Nov 2019 - Sep 2020 (10 months)

Generated INR 11 Cr+ in sales revenue, exceeding annual targets by 15%, through strategic account planning and stakeholder engagement. Owned lead-quality analytics and campaign feedback loops to prioritize high-value channels.

Account Management Sales Strategy Quality Analytics CAC ROAS LTV Risk Management Sales Coaching Data Quality

Business Operations Analyst

Accenture

Mar 2017 - Oct 2019 (2 years 7 months)

Supported enterprise account operations for Google's Large Customer Scale program, improving First Contact Resolution from 76% to 89% and reducing ticket handling time by 25%. Built performance dashboards and conducted root cause analysis.

Operations Analysis Process Redesign Workflow Automation Performance Dashboards Root Cause Analysis Corrective Action Planning Data Driven Planning

Customer Engagement & Success

Teleperformance, Dell, Cognizant

Jan 2013 - Feb 2017 (4 years 1 month)

Delivered technical and customer support across global B2B environments, focusing on first-contact resolution, CSAT, and service quality. Supported customer onboarding, CRM operations, and stakeholder communication.

Technical Support Customer Support First Contact Resolutions CSAT Customer Experience CRM Operations Stakeholder Communication