Oct 2019 – Jun 2020 · 8 mos · Gurgaon, India

May 2013 – Apr 2015 · 1 yr 11 mos · Gurgaon, India

• Managing Home Pages, Payments, Common Services and Customer Interactions through “MyBookings” part of the portal.
• Defining the roadmap for innovative product solutions to solve customer pain points.
• Driving the sprints and scoping the product based on the requirements and responsible for day to day tactical decisions.
• Work closely with partners and operations team to come up with solutions to reduce the calls, churn rate and enhance customer experience.
• Automate the customer interaction flows to reduce the call volume/call cost at the customer support.
• Designed and implemented a “closed ewallet-eCash” for parking customer refunds/cashbacks and revamped the Loyalty Program by integrating it with ewallet (eCash) to improve the customer stickiness and retention.
• Achievements:
• Improved the payment success rate by ~4%, by introducing automatic PG switching, improving the UX , acceptance of international card while drastically reducing the charge back.
• Created a single point responsive solution for MyBookings that can be consumed at Desktop, WAP and Mobile.
• Created a centralized payment portal integrating it with Desktop/WAP and Mobile
• Improvised the solution for International Card acceptance on Yatra payment portal which resulted in additional business of Rs. 30 million per month.
• Conceptualized the “White labeling” of our payment portal which resulted in a seamless integration with all the Yatra subsidiaries and one of the third party.
• Revamped the Yatra home page and LOB pages which resulted in 26% improvement in bounce rate ; 25% increase in the unique visitors and 20% increase in customer engagement.

May 2012 – Apr 2013 · 11 mos · Hyderabad

• Single point of contact for converting opportunities into business from Verizon Data Services India with P&L responsibility.
• Collaborate with the delivery heads on strategizing the offerings that can be taken to Verizon.
• Work closely with the customer and technology architects to come up with innovative solutions for solving the real time customer problems.

Jan 2012 – Jan 2012 · 0 mo · Noida Area, India

• Market Research on behavioral, socio-economic and demographic profiles of Naukrigulf.com customers in GCC.
• Spearheaded the competitive analysis for Naukrigulf.com and proposed strategy to counter competition.

Jun 2004 – Apr 2011 · 6 yrs 10 mos · Noida, India

• Led a team that managed solutions for critical vulnerabilities in Acrobat.
• Provided structure and leadership for conceiving new tools/test wares to bring down the patch roll out time.
• Key Contributor to Feature Feasibility, Feature Scope and Feature Design: Work as liaison between Engineering, Product Management and Customers to gather requirements and gain better understanding of features.
• Strategized test planning, work allocation, risk mitigation and resolving customer issues.
• Owned the delivery of the first version of 3D PDFMakers for Acrobat while working with global teams in France/New Zealand and US.
• Complete ownership of quality deliverables of the Word PDFMaker, which generate close to 10% revenue for Acrobat.
• Initiated a new solution incorporating Microsoft’s Word Mail Merge and PDF library to conceptualize MailMerge to PDF.
• Provided direction and vision to vendors/teams across 3 continents for localization efforts.
• Collaborated with developers and quality analysts from 6 countries across 5 continents at Adobe.
• Reduced the PDF creation time for PDFMakers by more than 50%, maintaining the same quality.
• Formulated strategy for 3D PDFMakers release, reducing the manual efforts by 40%.
• Enhanced existing framework on Macintosh and improved the project turnaround time by almost 400%.
• Devised a model that saved revenue by responding to critical vulnerabilities in 10 business days.

May 2003 – Jun 2004 · 1 yr 1 mo · Mohali, India

• Responsible for the global quality management of multiple server products.
• Collaborated with the Product Management and global customers to finalize on the requirements.
• Setup an optimized deployment process aligned to customer’s need to enhance server’s performance.
• Reduced manual efforts on Mac by 60%, using smart automation techniques.
• Awarded spot bonus for my exceptional contribution towards product release.
• Single handedly owned and managed one of the server products.