Jan 2024 – Jul 2024 · 6 mos

• Lead PM responsible for over $XX MM monthly revenue for Search Engine Monetization business. Handling, the entire customer journey funnel including User Acquisition, Engagement and Monetization. Leading a team of 3 PMs and 6 analysts.

Jan 2021 – Dec 2023 · 2 yrs 11 mos

Jul 2019 – Dec 2020 · 1 yr 5 mos

Jul 2018 – Jun 2019 · 11 mos

May 2017 – Jun 2018 · 1 yr 1 mo

Apr 2016 – May 2016 · 1 mo · Bengaluru Area, India

• Received Pre-Placement Interview(PPI) from Amazon for exceptional performance in summer internship
• Designed product for payments using "Login and Pay with Amazon".

Dec 2014 – Jun 2015 · 6 mos

• In this Role, I was handling Digital Marketing for seller acquisition. I was responsible for search and display campaigns at Google and Facebook platforms which includes SEM, GSP, GDN and FB campaigns.

Apr 2014 – Dec 2014 · 8 mos

• Repeat Contact Reduction
• Analytics: Defining relevant metrics at all levels (business as well as operational). Created regular Repeat dashboard around these metrics and later automated it on Qlik-View reducing cost and effort.
• Strategy: Bringing all the stake-holders to a common ground and create a business level both long-term and short-term strategies for handling repeat contacts while at the same time not affecting the customer experience.
• Implementation: Driving these strategies at ground level to hit at the root cause of the problems.
• Designed an Optimized 3 level Issue Type Frame work to identify the customer issue with higher precision, which in-turn helps to fix the most regular issues and automate the responses of regular queries

Jun 2013 – Mar 2014 · 9 mos

• Managing Escalations(Calls).
• RCA of customer contact (Calls, Emails & Chats).
• Driving repeat contact reduction project.
• Managing Agent performance and driving the performance enhancing project.
• Agent Performance and L3 Metrics
• Chasing On-Call Resolution (OCR) and One-Contact Resolution (1CR) metrics.
• Drive to enhance the Customer experience by focusing on challenges at the service floor. This includes the process changes, training and regular feedback.
• Streamlining the process to make the communication between service floor and service management teams faster and more efficient.
• Customer Satisfaction(C-SAT)
• Analysis was done at various levels and possible drill-downs which includes Team, Process and also at Issues and Sub-Issues level to provide the intelligence pertaining to focus areas for improvement.

May 2012 – Jul 2012 · 2 mos · Banglore

• Processing of received data received through 4G LTE Test-Bed (named as MW1000), and retrieving back the transmitted signal at PBCH slots. The processing of the LTE data was done which was transmitted and received in MW1000 test bed through (i) wired channel and (ii) wireless channel.
• The data transmission and receiving was done in real time and the test-bed which consist the eNodeB and UE. And their specifications meet the LTE standards

Apr 2012 – Apr 2013 · 1 yr

• Placement Coordinators for the Dept. of Electrical Engineering, at IIT Hyderabad.
• In charge of inviting companies for on-campus placements and organizing the placement season.

Aug 2011 – Apr 2012 · 8 mos

• Played a role as a channel between Companies and Universities interested in offering intern to per-final year students and the students interested in industrial projects and research oriented projects.