kale Niraj Kumar

1+ year of work experience

Jan 20267 moPresent

Hyderabad

Worked in the Founder’s Office across **Strategy, Operations, Growth, User Research, Stakeholder Management, and Product/Process Improvement**, taking ownership of projects from problem discovery to execution. • Managed end-to-end operations across multiple campuses, coordinating with students, parents, campus teams, transport partners, and internal teams. • Conducted on-ground surveys and user interactions to identify transportation problems, customer needs, and operational gaps, converting insights into actionable solutions. • Designed and implemented workflows for **operations tracking, issue escalation, stakeholder coordination, customer onboarding, and process improvement**. • Led daily ExEn coordination and PMO activities, tracking progress, identifying blockers, and driving resolution across teams. • Worked on customer onboarding and growth through direct parent/student engagement, follow-ups, community building, campus activations, and awareness campaigns. • Coordinated with **schools, colleges, police stakeholders, transport operators, and other external partners** to execute mobility initiatives and build institutional relationships. • Contributed to the **Student Mobility Program and Project 14**, covering user research, stakeholder discovery, awareness, community building, onboarding, and solution development. • Analyzed operational and customer data to identify recurring problems, understand patterns, and support business decisions. • Explored new mobility opportunities, including **corporate employee transportation and shared mobility**, beyond the existing student-focused model. • Worked closely with founders and cross-functional teams to understand business problems and develop practical, execution-oriented solutions. **Key Areas:** Strategy | Business Operations | Growth | User Research | Product Thinking | Process Improvement | Stakeholder Management | Customer Experience

Nov 20248 moJul 2025

Hyderabad

Provided technical support to customers by troubleshooting issues, analyzing problems, and ensuring timely resolution while maintaining a strong customer experience. • Diagnosed and resolved technical and application-related issues through structured troubleshooting and root-cause analysis. • Managed customer queries and support requests while maintaining accuracy, response quality, and resolution timelines. • Analyzed recurring issues and identified patterns to improve troubleshooting and reduce repeated problems. • Documented issues, resolutions, and customer interactions to maintain accurate records and support process consistency. • Coordinated with internal teams to escalate complex issues and ensure timely resolution. • Followed defined processes, quality standards, and SLAs while handling multiple support cases in a fast-paced environment. • Used data and operational insights to identify gaps and improve day-to-day support processes. • Developed strong skills in **problem-solving, analytical thinking, customer communication, process adherence, and stakeholder coordination**.