Oct 2022 – Dec 2022 · 2 mos · Mexico City, Mexico · On-site

• Led a comprehensive market research effort to identify companies that excel in customer service and conducted experiential research on Rappi, Didi, and JOKR to gain deeper insights. Additionally, engaged with over 200 respondents through a customer service survey to understand their expectations and preferences.
• Identified the key elements required for 5-star customer interaction, including quick resolution, immediate response, polite customer service, refunds & appeasements, self-service solutions, multiple channels of support, a frictionless experience, and actively seeking out feedback.
• Thoroughly examined the support strategies of competitor organizations such as Apple, Amazon, Rappi, Didi, and JOKR. This analysis provided valuable insights and identified key learnings and opportunities for Uber's customer support function.
• Leveraged findings, and provided actionable recommendations to improve Uber's customer service and ensure a 5-star experience. Furthermore, suggested potential investments that would enhance the overall customer experience.
• To prioritize the recommendations, grouped them based on their readiness and impact. As a result, identified high readiness and high benefit actions through a prioritization matrix, including immediate response, search bar enablement, separate feedback, customer education, and FAQ reorganization.

May 2022 – Aug 2022 · 3 mos

• Implemented a market penetration strategy, focusing on expanding your presence in the existing market by introducing personalized services. This strategy aims to capture a larger share of existing customers' spending and attract new customers
• Conducted an in-depth analysis of market penetration by assessing how much of your product or service you're currently selling compared to the total market potential (Total Available Market - TAM). This helps identify opportunities for increasing your market share and defining your Serviceable Available Market (SAM), which is the portion you can realistically target within the market
• Analyzed the product offerings of other banks in the small and medium-sized segments. Compared these offerings to your own to prepare benchmark reports. These reports will provide insights for evaluating your competitive positioning and identifying areas where improvements are needed
• Presented the benchmark reports to your Board of Directors (BOD) for thorough evaluation. Engaged in discussions with the board to make informed decisions based on the competitive analysis and align the organization's strategies with the findings

Jan 2022 – Jan 2023 · 1 yr

• Working with all NILT members to plan & execute creative programming, encouraging collaboration with other Thunderbird student organizations, ASU clubs, and community organizations/companies
• Keeping post-event records and metrics - this helps us find insights and keep debrief what works and what doesn't (instead of recreating the wheel every semester)

Sep 2021 – Dec 2021 · 3 mos

• Keeping ahead of the NI calendar and creating graphics and flyers for NI events we have a Canva account
• Updating the club's Instagram account (at least) weekly
• Compiling and sending out the club's newsletter (at least) monthly

Oct 2020 – Mar 2021 · 5 mos · New Delhi, Delhi, India

• Highlighted the Government of India's commitment to fostering a favorable business environment in the Food Processing sector, emphasizing the significance of this project
• Discussed the active implementation of the project, showcasing that it is not just a plan but a real-time initiative actively making changes
• Emphasized the collaboration aspect, underlining how government and private sector collaboration is essential for addressing sector-specific challenges
• Stressed the importance of identifying and addressing institutional and regulatory bottlenecks as a core objective of this project, which can lead to substantial improvements in ease of doing business

Jun 2019 – Jul 2019 · 1 mo · New Delhi, Delhi, India · On-site

• Anlayzed KPIs with the use of databases like VCCEdge, CapIQ, and Mergermarket to gather financial data and conduct peer comparisons. Performed Balance Sheet Analysis which is crucial for prospective clients and stakeholders in making informed investment and acquisition choices
• Leveraged AI tools and best practices to create compelling presentations tailored to the clients' needs and effectively communicated my ideas with pitch deck
• Conducted extensive research within the renewable projects sector, with a particular focus on projects undertaken by various companies in India and revamped our Excel matrices to improve their efficiency, facilitating more effective industry research processes
• Enhanced and improved the data management and overall efficacy, making them invaluable tools for streamlined industry research and informed decision-making in the renewable projects domain

Jun 2018 – Aug 2018 · 2 mos · On-site

• Reviewed and analyzed complex 20-30-page agreements between Deloitte and clients, creating concise synopses for management
• Transformed these synopses into magazine-style resource materials to enhance inter-departmental coordination and knowledge sharing
• Conducted comprehensive benchmarking of Standalone Balance Sheets, providing crucial support for client expansion in the Aviation sector
• Leveraged benchmarking analysis to offer valuable data-driven insights and recommendations for clients' growth strategies