Open to opportunities

Shivani Kumar

@shivanikumar

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Senior Customer Success and Operations professional with 10+ years' experience.

India

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What I'm looking for

I am seeking a customer-success or operations role where I can lead onboarding, improve learner engagement, manage end-to-end workflows, and use data to drive retention in a collaborative, growth-focused company.

I am a Senior Customer Success and Operations professional with over ten years of experience delivering remote learner support, virtual operations, and CRM-driven client relationship management across EdTech and service organizations.

I have independently managed end-to-end onboarding, certification workflows, MIS reporting, escalation handling, and logistics/dispatch operations while leading small teams, coordinating with cross-functional stakeholders, and running learner engagement initiatives.

My strengths include data-driven decision making, process improvement, stakeholder communication, and training—backed by certifications in HR and Customer Success and hands-on experience with CRM tools, MS Office/Excel, Zoom, and ERP systems.

Experience

Work history, roles, and key accomplishments

Senior Learner Support

LawSikho

Aug 2024 - Nov 2025 (1 year 3 months)

Led end-to-end learner onboarding, guided candidates through NSDC self-registration, resolved certification and technical queries, and managed hardcopy dispatch logistics while maintaining MIS tracking and resolution metrics.

Onboarding Logistics Coordination Zoom CRM Escalation Management Student Engagement

Academic Operations Lead

LawSikho

Oct 2022 - Jun 2023 (8 months)

Coordinated CV reviews, mock interviews and freelance trainings, scheduled and managed mentor-learner Zoom sessions, and tracked learner engagement, attendance, and session outcomes to improve completion metrics.

Zoom CRM Communication Performance Tracking

CRM & Administration Executive

DS Max Properties Pvt. Ltd.

Jan 2017 - Nov 2021 (4 years 10 months)

Managed post-booking client relationships across 15+ residential projects, handled documentation and home loan coordination, liaised with legal and finance teams, and supported hiring and performance tracking.

Client Relationship Management Documentation CRM Reporting Team Coordination Customer Retention

Senior CRM Executive

Vatika Group

Jul 2011 - Feb 2014 (2 years 7 months)

Led a 5-member CRM team handling customer documentation, loan processing and compliance, and drove upselling and renewals to improve revenue and customer retention.

Team Leadership CRM Documentation Loan Processing & Compliance Upselling Customer Retention Stakeholder Management

Senior Client Service Officer

Intellenet Global Services

Jul 2009 - Jul 2011 (2 years)

Managed recruitment coordination for HR outsourcing clients including onboarding, contracts, compliance documentation, and maintained consistent client and candidate communication.

Recruitment coordination Onboarding Contract Management & Compliance Client Communication Candidate Management CRM

Front Office Executive

Right Management India Pvt. Ltd.

Mar 2008 - Jun 2009 (1 year 3 months)

Managed front office operations, administration, vendor coordination and HR support including hiring and records management to ensure office compliance and smooth operations.

& Administration Vendor Management HR Support Records Management Reporting & Compliance