Feb 2021 – Mar 2022 · 1 yr 1 mo

• Manage the product roadmap and backlog items.
• Oversee and manage lead requirements discovery, solution design, user story writing, feature development, and user acceptance testing.
• Partner with the executive teams to identify key capabilities needed as well as identifying potential issues.
• Partner with cross functional teams regularly to ensure alignment on feature development and prioritization.
• Partner with IT to manage the roadmap and backlog to ensure that IT delivers all capabilities on time and per expectation
• Work with product marketing to develop positioning and messaging to ensure differentiation from competitors.
• Monitor and evaluate product performance to ensure constant product iteration and improvements.

Aug 2018 – Feb 2021 · 2 yrs 6 mos

• Led the home grown knowledge management solution from product management and implementation aspects in an Agile/scrum environment.
• Scoping and prioritizing activities based on business and customer impact.
• Defining problem scope and finding solutions.
• Help in developing and implementing product vision and strategy.
• Meet regularly with key customer-facing teams to collect and analyze user feedback to shape new product ideas and user requirements.
• Implements usage tracking and analyzes patterns to validate new feature requirements.
• Have strong solution skills in translating customer needs to product functionalities.
• Work with the leadership team in planning the product roadmap.
• Convert ideas to prototypes and demonstrate them to the key partners.
• Coordinate with the engineering team to plan and deliver features on time.
• Stay on top of the market and competition.
• Act like an owner for the success of the product.

Mar 2015 – Aug 2018 · 3 yrs 5 mos

• Led the development of two or more products as a technical product owner.
• Define goals and create a vision for development projects.
• Responsible for communicating with stakeholders across the board, including customers, business managers, and the development team to make sure the goals are clear and the vision is aligned with business objectives.
• Ensures that the team maintains a cohesive vision despite the flexible and often fast-paced nature of agile product development.
• Help the team maintain that vision is by creating a product roadmap.
• Responsible to create the list of backlog items and prioritize them based on the overall strategy and business objectives
• Been a key player throughout each event, including planning, refinement, review, and sprint.
• Been an expert at understanding and anticipating the client’s needs to more effectively manage the development process.
• Accountable for each stage of the development process and the final product.
• Inspecting and evaluating product progress through each iteration.

Jan 2013 – Mar 2015 · 2 yrs 2 mos

• To audit number of calls/chats given by the client in a daily basis.
• Record feedback and let to know the support representative about his/her scope of improvements.
• Bring in necessary changes to the process and constant updating of core process.
• To check whether the support representative has incorporated knowledge and competence and the customer was able to comprehend to what the support representative was talking about.
• Participating in calibration calls, WBR calls and FAQ calls.
• To check whether the support representative has used the proper telephone etiquettes like hold procedure, communication, professionalism etc.
• Doing analysis on DSAT, TCG, VOC, Survey bounce back, Re-direct, DSAT IQA, call disconnect, Repeat contact and FMEA audits.
• Preparing reports on Training need analysis, IQA dashboard on weekly, monthly and quarterly basis, Pilot adherence report, Audit, coaching compliance & hygiene report and CSAT prediction report.
• Providing adequate training on scope of improvements, Train the trainer sessions, Joint Call Monitoring sessions.

Jan 2012 – Dec 2012 · 11 mos

• Handling outbound calls as appropriate.
• Handling Supervisor calls/chats to ensure adherence customer promises.
• Handling calls/chats escalated from Tier1 level & provide feedback.
• Active participation on client calls for getting resolution for unresolved/unknown issues.
• Maintain contact with Tier 2 of other sites, Tier 2.5 & Tier 3.Publish daily reports analyze & improve documentation accuracy, escalation compliance & redirects.
• Completion of tasks given, on time using additional resources/hours.
• Mentoring & Coaching.
• Data Management
• Assume Team Manager Role along with support role in TM’s absence.
• Share technical expertise, Process updates, and best practices with team members.

Oct 2006 – May 2010 · 3 yrs 7 mos · Kochi, Kerala, India

• Tech / Senior Technical Support Engineer
• Handling calls from US, UK and Canada customers to get resolve their issues printers, Antivirus Software’s, Dial up and DSL type internet connections
• Achieving client defined KRAs like CSAT, FCR, AHT and up selling conversion percentage.
• Subject Matter Expert
• Acted as Subject Matter group for 8 months and done different roles in different process such as Hewlett Packard, Symantec, EarthLink and AT&T Connectech.
• REVGEN SPOC – Acted as revenue generation SPOC and sales coach for HP associates. Drive sales target for the LOB , provide effective training for the bottom performers, Monitoring calls and providing feedback , Sharing best practices and areas of improvement with the associates , Updating the Interval sales report in performance dashboard and attending conference calls with clients on sharing the monthly sales reports.
• Metrics Management – CSAT%, DSAT%, AHT, FCO-FCR%, Case Closure, Ghost calls, Schedule adherence and up selling conversion rate.
• Training – Acted as a temporary technical trainer in providing technical training for newly hired associates, Creating training agenda & modules and delivering process training.
• Call Quality Management – Conducting quality audits/Live barging, rating agents as per monitoring forms, Conducting one on one quality feedback sessions, keeping updated agents about the latest process updates.
• People Management – Manage Absenteeism, Resolve associate issues, Maintain Floor Discipline, Team bonding and keep associates motivated for superior performance.
• Client Interaction – Technical, Conference Calls, Joint call monitoring, calibration calls, and keeping clients informed about the top call generators and solutions.
• Handling customer escalations, Analyzing DSAT Cases, Analyzing FCR hit cases, Retaining customers; Outbound calls to ensure the issue resolution.

May 2010 – Dec 2011 · 1 yr 7 mos · Bengaluru, Karnataka, India

• Active participation in formulating technical solutions.
• Handling escalation calls.
• Making outbound calls to verify the Issue resolution.
• Acted as a mentor and providing feedbacks and on one session to L1 technicians on their metrics.
• Metrics Management – CSAT%, DSAT%, AHT, FCO-FCR%, Case Closure, Ghost calls, Schedule adherence.
• Conducting team huddles and training for L1 tech associates.
• Managing L1 breaks and Schedule Adherence.
• Answering customer inquiries and complaints received through phone calls.
• Providing effective and consistent technical support.

Mar 2006 – Oct 2006 · 7 mos · Coimbatore, Tamil Nadu, India