May 2023 – Jul 2025 · 2 yrs 2 mos · Remote

• Tools used: Mixpanel, Intercom, Typeform, HubSpot, Google Analytics, FactorsAI, Sales Navigator
• A] Product Analytics & Customer Insights
• 1. Analyzed user behavior and feature adoption patterns using Mixpanel to identify drop-offs and inform product roadmap decisions.
• 2. Defined and tracked success metrics for feature launches, providing post-launch analysis to guide iterative improvements.
• 3. Designed and executed customer surveys (PMF, NPS) using Intercom and Typeform to uncover satisfaction levels and feature feedback.
• 4. Partnered with Product, Engineering, and Marketing teams to translate customer insights into product requirements and enhancements.
• 5. Maintained CRM data in HubSpot to improve customer segmentation and enable lifecycle-driven communication strategies.
• B] Product Communication & User Engagement
• 1. Authored product blogs, release notes, and help center articles to educate users and support self-service onboarding.
• 2. Created targeted email campaigns and in-app messages using Intercom to drive feature discovery and adoption.
• 3. Aligned communication strategy with feature rollouts to ensure timely, relevant updates across customer touchpoints.
• 4. Collaborated with Marketing to ensure consistent messaging and reinforce product positioning across digital channels.
• C] Customer Feedback & Cross-Functional Collaboration
• 1. Hosted product webinars and virtual walkthroughs to demonstrate features, collect feedback, and foster deeper customer engagement.
• 2. Participated in customer discovery and feedback sessions to understand workflows, challenges, and product-fit opportunities.
• 3. Synthesized customer insights into action items for the roadmap and shared key findings with stakeholders to influence prioritization.
• 4. Supported GTM teams with insights and materials to reinforce product value during prospect and upsell conversations.

Jan 2023 – May 2023 · 4 mos · Remote

• Tools used: HubSpot, Sales Navigator, ZoomInfo, B2Brain, Apollo, Google Sheets, Intercom, Zoom
• A] Market Research & Data Structuring
• 1. Identified and profiled high-fit industrial OEMs through structured research to support product-led GTM strategy.
• 2. Created and managed a cleansed, segmented lead database to enhance outreach precision and campaign reporting.
• 3. Applied data analysis techniques to prioritize prospects by geography, vertical, and ICP fit, improving targeting efficiency.
• B] Business Development & Campaign Execution
• 1. Developed and executed outreach campaigns via HubSpot and Sales Navigator to drive lead engagement and discovery meetings.
• 2. Created marketing assets and sales collateral, including prospect briefs and pitch templates, to support conversion.
• 3. Coordinated with GTM teams to align campaign messaging with market trends and product value propositions.
• C] SEO Content & Customer-Facing Events
• 1. Authored SEO-optimized blogs aligned with product capabilities and campaign objectives, improving search visibility and thought leadership.
• 2. Collaborated with product and marketing teams to organize and host webinars for showcasing product capabilities and gathering early prospect feedback.
• 3. Assisted in execution planning for pilot projects and coordinated with internal teams to ensure timely, high-quality delivery.
• 4. Onboarded and mentored new team members, promoting smooth handovers and faster productivity across the team.

Dec 2020 – Nov 2022 · 1 yr 11 mos · Mumbai, Maharashtra, India

• Proactively engage with Citi Bank customers to deeply understand their needs and deliver exceptional service, ensuring a personalized and memorable experience.
• Provide comprehensive information on new products and services, leveraging expert knowledge to educate customers and guide them towards optimal financial solutions.
• Skillfully manage customer credit card accounts, overseeing all aspects from opening to closing, while ensuring accuracy, compliance, and timely processing of transactions.
• Consistently deliver outstanding client service excellence, going above and beyond to exceed customer expectations and build long-lasting relationships.
• Demonstrate a strong aptitude for sales by effectively promoting credit card offers and leveraging upselling opportunities, resulting in significant sales growth.
• Collaborate with the business unit to achieve targets, maximizing sales effectiveness and contributing to the overall success of the organization.
• Leverage excellent communication and interpersonal skills to build rapport with customers, ensuring their trust and loyalty while addressing any concerns or inquiries.
• Continuously stay updated on industry trends, market insights, and product knowledge to provide up-to-date information and relevant recommendations to customers.
• Demonstrate a high level of attention to detail, accuracy, and adherence to regulatory requirements, ensuring a secure and compliant environment for customer transactions.

Dec 2018 – Oct 2020 · 1 yr 10 mos · Mumbai, Maharashtra, India

• Collaborated with Vodafone, Australia's largest telecom service provider, to deliver exceptional customer service by understanding their needs, researching issues, and providing effective solutions.
• Actively listened to customer complaints and concerns, demonstrating empathy and professionalism in order to resolve issues promptly and to their satisfaction.
• Assumed responsibility for resolving product or service problems by clarifying customer complaints, identifying the root cause of the issue, and selecting the most suitable solution.
• Expertly explained the selected solution to customers, ensuring they understood the steps involved and how it would effectively address their problem.
• Demonstrated a strong commitment to customer satisfaction by diligently following up with customers to ensure that their issues were fully resolved and that they were satisfied with the outcome.
• Collaborated with cross-functional teams and departments to streamline processes, improve customer experiences, and drive overall customer satisfaction.
• Proactively identified trends and patterns in customer complaints, providing valuable insights to management for continuous improvement of products and services.

Aug 2016 – Oct 2018 · 2 yrs 2 mos · Mumbai, Maharashtra, India

• Worked with Barclays Bank to understand customer needs, provide information on new products and services, managing customer’s bank accounts, including opening, closing, and overseeing transactions.
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Taking responsibility for achieving personal targets, with aim of exceeding them. Helping and supporting colleagues to do the same.
• Floor Walking and Helping new joiners in achieving their targets.
• Conducting briefings on regular process updates and new changes in the project.
• Recommend improvements to systems and processes for improved organizational efficiency