May 2022 – Mar 2023 · 10 mos · Bengaluru, Karnataka, India

• Headed a project with 10 Senior Managers, 18 Managers from 4 cross functional teams team to execute product level changes such as implementing 1-0-1 doubt booking option, doubt clarifying video section, updated content with name as per school curriculum, instant help option for tech issues in live classes, live tracker of logistics along with notification & SMS resulting 35% decrease in incoming doubt calls on product and courses, 16% reduction in subscription cancellations
• Devised 4 product level engagement KPIs and 5 BRDs, verified and proposed changes for 20 user-stories, improved customer engagement by 25%, owned data tracking, project dashboard and reported weekly project progress to Business Head, 4 AVPs
• Managed Learnstation device development and launch project in 2 cities impacting 300 users with 70% satisfaction feedback, later coordinated full scale launch across 12+ cities in India in collaboration with Product & Sales team to generate revenue opportunity of $5 million, facilitated training for 100+ mentors across 4 business segments for this project
• Orchestrated 20% reduction in refund, 18% increase in renewals by leveraging customer data and offering lighter version of product mix with limited feature from 5 existing products to 1 lakh customer as Trial for 1 month duration pilot project
• Provided free upgrade trial of online to hybrid product among 50k customers and generated 37% increase in monthly revenue from upgrade
• Implemented instant doubt solving on chat using AI capabilities to automate conversational flows and responses in collaboration with product and tech teams for 1.5 lakhs customers through SKU level changes, decreased daily inbound call count by 29%, increased ticket queries resolved rate to 87% over 4 lakhs ticket a month

Jan 2021 – Apr 2022 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Worked for a global retail client and focused on cost reduction & process improvements, assessed 2 specific projects and 3 high impact processes with overall program plan and roadmap
• Identified 2 software and process specific tools for automation of demand planning and user identity access management
• Spearheaded a Security Operations project for a Govt. Client, devising Risk management procedures, preventive measures & strategies resulting in significant reduction in daily issue count
• Worked as only SPOC for entire project, responsible for end-to-end project management including client requirement identification, problem discovery and solution delivery, provided value-added offsite and on-site consulting services to the client for Risk Operations capabilities, data privacy strategy, governance & risk mitigation
• Part of a 43-member Global team from 5 countries to perform process improvement for an International Banking Client for its global systems and tools
• Identified process gaps and vulnerabilities, liaised with respective process owner, implementation owner and client teams, designed pre-emptive action plan, coordinating internal resources and partnering with cross-functional stakeholders for flawless execution of action plan

Jul 2020 – Dec 2020 · 5 mos

• Ideated, designed and successfully implemented Campus Mavens, the Campus Ambassador Program for Navkiran
• Managed end-to-end recruitment and onboarding of campus ambassadors from more than 30+ B-schools across India
• Responsible for managing more than 40+ Campus Ambassadors directly with daily engagement, activity reporting, performance evaluation, problem resolution, feedback and idea review
• Strategized and implemented exciting reward system & gamification to drive competition among mavens
• Enhanced campus engagements through campus mavens and various online webinars, events and competitions
• Created a positive branding and exponential reach for Navkiran across B-school students through this program
• Conducted HR activities for the program including recruitment of interns to manage admin work

Jul 2020 – Nov 2020 · 4 mos

• • Selected as one of the 100 guest authors (profile based selection) out of entire B-school community to create insightful & informative contents, publish article for value addition towards MBA aspirants & B-school students across the country

Jul 2019 – Feb 2020 · 7 mos · Indore Area, India

•  Coordinated with the district and institute administrations for the required permissions to conduct the event

Apr 2019 – May 2019 · 1 mo · Kolkata Area, India

• Performed cost-benefit analysis, valuation of business expansion, forecasted future demand based on extensive market research
• Gathered extensive competitive data and studied competitors' positioning to identify business shortcomings & suggested solutions
• Played a key role in business development, branding, planning and came up with promotional ideas, advertisements and campaigns
• Devised marketing strategy and sales plan to improve revenues, market share and profitability across different product portfolios

Aug 2018 – Feb 2020 · 1 yr 6 mos · Indore Area, India

Oct 2016 – May 2017 · 7 mos · Kolkata Area, India

• Developed disability claim application module of insurance project, simplified claim procedure by reducing no. of steps by 50%
• Devised and incorporated testing strategies, resolved and reduced the regression testing issues by 76.7%
• Fixed testing and production defects of different modules and produced 30% greater performance efficiency
• Linked and validated Disability details records, improved data filtering with an improved accuracy of 26.2%
• Selected as the Scrum Master of my ILP project team by my ILP Manager & Lead based on my performance