Apr 2022 – Dec 2024 · 2 yrs 8 mos · Noida, Uttar Pradesh, India · Remote

• Scaled self-serve merchant operations by building DIY and assisted re-KYC workflows for 2.5M+ active merchants, ensuring compliance with RBI regulatory guidelines while reducing operational dependency.
• Improved merchant Payment Limit Enhancement journey by simplifying and automating KYC document collection, increasing funnel conversion from 6% → 48%, preventing ₹1900+ Cr in GMV loss and reducing merchant churn by ~40%.
• Enhanced merchant support experience by integrating profile update workflows with a GenAI-powered chatbot capable of assisting users in regional languages, reducing support manpower costs by 20% and improving resolution turnaround time by 50%.
• Strengthened lending product experiences by optimizing the Paytm MCA (merchant business loan) application journey, enabling document collection and automated risk evaluation aligned with NBFC partner requirements, generating ₹18.2 Cr revenue in FY23-24.
• Managed support experience for Postpaid (BNPL) users by enabling query resolution across five support touchpoints, reducing call inflows and support agent costs by 43%.

Sep 2021 – Nov 2021 · 2 mos · Bengaluru, Karnataka, India · Remote

• 1. Revamped People Strategy: Led the transformation of people strategy of several startups by conducting thorough analyses of their current people policy and gathering insights from FGDs and 1:1 sessions with client leadership.
• 2. Future Action Plan: Developed actionable plans leveraging SWOT analysis to address gaps and optimize opportunities. Collaborated with stakeholders for alignment with organizational objectives.
• 3. Strategic Insights: Delivered key insights to enhance organizational effectiveness, employee engagement, and sustainable growth across startup ecosystems.

Jul 2021 – Mar 2022 · 8 mos · India · Hybrid

• 1. Ideated MVP for a Sales & Marketing CRM software, transforming workflow management for sales and marketing teams.
• 2. Implemented Features including lead management, task management, S&M funnel tracking, marketing automation, and detailed funnel metrics analysis through user reports.
• 3. Spearheaded UI design with a focus on usability and intuitiveness, incorporating user feedback and conducting usability testing to optimize productivity and satisfaction.

Apr 2021 – Jun 2021 · 2 mos · Hyderabad, Telangana, India · Remote

• 1. Spearheaded transformative initiatives aimed at enhancing user experience and operational efficiency across various Safety Teams.
• 2. Ideated and implemented six UX improvement initiatives, resulting in significant enhancements in CSAT, R2, and SLA metrics.
• 3. Authored a Playbook for 30+ problem scenarios outlining diagnostic, identification and corrective
• SOPs; resulting in a 21% increase in CSAT and a 19% improvement in R2 metrics.

Sep 2019 – Jul 2020 · 10 mos

• 1. Devised efficient techno-functional solutions for several business problems within a SIM activation and order orchestration system designed for Telstra, Australia's largest telecom service provider.
• 2. Automated handling of 75+ error scenarios across the SIM activation journey for B2C consumers of Telstra.
• 3. Successfully eliminated $800K in manpower costs and significantly reduced turnaround time (TAT) through automation initiatives.

Apr 2019 – Sep 2019 · 5 mos

• 1. Team Leadership: Led a dynamic onshore Scrum team, guiding them to achieve project milestones and exceed client expectations.
• 2. Client Engagement: Acted as the primary interface between Amdocs and Telstra, managing relationships with 25+ client/vendor teams to ensure seamless collaboration and alignment of objectives.
• 3. Issue Resolution: Proactively identified and addressed over 100 critical/high-priority issues, ensuring timely resolution and minimizing impact on project deliverables.

Jul 2016 – Apr 2019 · 2 yrs 9 mos

• 1. Demonstrated ability to analyse complex technical problems, troubleshoot issues, and implement effective solutions using Java programming and related technologies such as Rest APIs, Kafka Queues, JDBC, JMS, Maven, Spring, etc.
• 2. Played a pivotal role in saving $28+ million in licensing costs for a client by strategically migrating licensed components to free open-source alternatives, demonstrating strong cost optimization skills.
• 3. Recognized with the prestigious 1st ever Telstra’s Unicorn Award for Amdocs from a pool of 1600+ members across client and vendor teams, highlighting exceptional contributions to project success and client satisfaction.