Jul 2021 – Jan 2024 · 2 yrs 6 mos · Bengaluru, Karnataka, India · Hybrid

• PM, Freddy AI at Freshdesk Omnichannel
• Launched ML-native features to detect current customer sentiment and identify support tickets at risk of escalation | Prevented $2M worth churn risk, and save $70k annual expense for internal teams
• Led cross-product team of 35+ to design and launch injixo connector apps, to forecast future workload and staffing requirements for chat and call support agents | Onboarded 18 key customers to app, preventing ARR churn risk worth $1.1M
• Launched ‘Smart Reply’ - autocomplete suggestions for chat support agents, in beta | Onboarded 586 agents (8 customers), garnered and implemented 3 rounds of feedback, rolled out multiple A/B experiments, UI and algorithm improvements | Led to 20% growth in suggestion acceptance, reported boost in user experience and agent productivity in 4 months
• Led the revamp of ‘Customer Satisfaction’ module in Freshdesk, aimed to improve mid-market product adoption | Collaborated with cross-product teams to integrate with in-house survey microservice
• PM, Freshworks Marketplace
• Conceptualized ML based app recommendations to increase app adoption rate by 15%
• Designed and launched automated monthly sales reports, saving 24 days manual effort/year and ensuring developer partners have adequate information to aid their financial processes in a timely manner every month
• Product Marketing for Cloud Based Platform, Neo
• Drove 2 feature launches through creation of go-to-market strategy, sales enablement collaterals, tutorials, in-product and website content to improve billing and user session experience for ~120 SMBs, aimed to increase ARR by $2.4M
• Led an international cross-functional team of 7 to create a customer case study to publish on Freshworks website | Activities included power user discovery, conducting customer interviews, understanding product usage reviews, writing and publishing to achieve increase in sign-ups and sales pitch effectiveness by 5%

Sep 2020 – Oct 2020 · 1 mo · Remote

• Devised in-app help and support experience from concept to design for an OPD insurance app
• Identified customer cohorts, conducted 20+ customer interviews, analysed user journeys, benchmarked against 4 platforms, coordinated with vendors, created UI mock-ups and solved for 28+ support use cases
• Ideated and prototyped a rule-based bot tree to minimize query resolution time and operational costs

Jan 2018 – May 2019 · 1 yr 4 mos · Gurgaon, India · On-site

• Backend engineer for ‘Chat with doctor’ for 16+ specialties on 1mg App - used Agile tools and methodologies
• Led a team of 5 to design and develop Andhra Pradesh Government’s Website to track prescription and dispensation of free anti-TB drugs in 13000+ private health facilities in the state
• Acquired ~2000 users in 3 months by integrating Diabetes Care Plan to manage sugar levels with 1mg
• Collaborated with ICICI Lombard to design and develop a clinic management app from scratch | 1000+
• users onboarded to enable cashless consultation through real-time insurance claim
• Prototyped and implemented an API documentation App for generating, visualizing and maintaining API contracts | Improved cross-team collaboration across 6 teams for 12+ micro-services
• Reduced page load time by 30% by developing an AWS Lambda function to resize images on the fly
• Mentored 3 junior software engineers
• Received Sprint Hero Award for solving 8+ critical security risk issues in 1mg Doctors’ App

Jun 2017 – Dec 2017 · 6 mos

• Full Stack development for FastFox.com website using NodeJs, PostgreSQL, Solr, Redis, RabbitMq
• Integrated SEO friendly page development on Fastfox.com which increased website views by 5%
• Headed the development of PCT panel for the post deal closure team to facilitate move-in management

Jan 2017 – Jun 2017 · 5 mos

• Full-stack development to create features for the administration panel of Fastfox.com
• Developed the email system Raven from scratch to improve customer engagement by sending notifications