Oct 2022 – Mar 2024 · 1 yr 5 mos

Aug 2020 – Oct 2022 · 2 yrs 2 mos

Feb 2015 – Aug 2020 · 5 yrs 6 mos

• Currently working as a Program manager for Microsoft Dynamics 365, Microsoft’s customer relationship management solution.
• As a PM I create functional specifications for features, suggest features for the product roadmap and work with the development, test and horizontal teams for end-to-end delivery of the feature.
• With CRM I specifically worked on below features/projects-
• o Worked on Omni-channel customer service applications v1 release. My ownership in this area involved core areas like agent experiences, 360 degree view of the customer, customer KPIs based on ML models.
• o Worked on a visual refresh of the entire web client UI and owned the project end-to-end.
• o Worked on features in the new user interface for CRM desktop and mobile experience. I owned application infrastructure pieces end-to-end for this project. I was involved in version 1 of the product.
• o Had a customer facing role and addressed customer escalations and requests for the existing web client experience for CRM that in some cases led to building new features.
• o Owned the accessibility horizontal across projects to ensure compliance with Microsoft standards.

May 2013 – Feb 2015 · 1 yr 9 mos

•  Engaged with customers from different market segments (hosting service providers, enterprise, SMBs) to understand their business requirements and complete product deployments for the TAP (Technology Adoption Program).
•  Designed a deployment topology for customers to be able to use a single SCVMM ( System Center Virtual Machine Manager ) for using the service instead of two in order to help minimize cost for the customer and hence drive adoption.
•  Built a feature for a simplified installation and registration experience and easy discovery for customers to drive product awareness and adoption.
•  Release Manager for the service. Helped define and streamline an agile process for monthly releases that involved coordination between various disciplines including development, test, UX and LCA and multiple teams to help reduce the time to the market for critical customer fixes and features and hence had a high business impact.
•  Worked closely with the LCA for ensuring compliance with the legal guidelines at all times through a customer facing EULA.

Apr 2012 – Mar 2013 · 11 mos · Chennai Area, India

•  Majored in Marketing management and studied subjects like New product development, Strategic marketing, brand management.
•  As a part of the course completed an empirical study project on conducting a statistical analysis and impact study of different customer loyalty levers in organized multi-brand retail sector.
• Identifying logical constructs in the environment impacting customer loyalty
• Significance of store environment in enhancing store repeat business.
• Analytic Study for establishing a relationship between customer loyalty and various drivers.

Jan 2010 – Mar 2012 · 2 yrs 2 mos · Noida Area, India

•  More than 2 years of IT experience in Fortune 500 – Financial services technology company FISERV India Pvt. Ltd., gaining expertise in business analysis, software development, maintenance, process control & management
•  Exposure to end to end project delivery for global clients
•  Experience in the Insurance domain in the fields of compliance products & regulatory education.
•  Worked in a client facing role for development, enhancement and maintenance of key applications in the field of insurance compliance products (AdTrax, Questionnaires and AuditTrax).
•  Worked closely with client teams in drafting and understanding functional requirements & design documentation.
•  Solved complex issues which required an in-depth understanding of application in a short span of 6 months.
•  Process quality controller, preparing FIR, CAR reports achieving process excellence & winning ‘Process Excellence Hall of Fame Award’ two times in a row
•  Cleared the INS 21 certification.