Jul 2024 – Nov 2025 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

• Leading the CX product roadmap delivery by managing cross-functional teams and stakeholders, driving initiatives that improve customer satisfaction and operational efficiency.
• Enhanced chatbot performance by automating queries and refining comprehension, increasing chat adoption and reducing cost per delivered order.
• Redesigned agent LMS modules and SOPs, boosting decision-making efficiency and improving the AHT.
• Introduced anomaly detection framework for customer support interactions, enabling proactive resolution of recurring issues.
• Achievement: Winner of Quarterly Panchayat Award (Dec 2024) for optimizing customer support experience through automation and adoption.

Jul 2022 – Jul 2024 · 2 yrs · Bengaluru, Karnataka, India · On-site

• Consumer Behavior Analysis and Product Management
• Functioned as Digital Commerce PM to solve issues in Consumer Engagement Portal for one of world's largest FMCG conglomerate.
• Administered the Net Promoter Score Analysis of a CRM platform in 150+ countries across the globe working on 25+ channels.
• Formulated and built an NPS trend analysis framework with 10+ action items to improve the consumer query handling experience.
• Designed a native Power BI dashboard that improved the query resolution rate by 19%, keeping track of query resolution in 150+ countries.
• Program Management
• Functioned as a Technical Program Manager, orchestrating end-to-end project lifecycles, from conception to delivery for products of one of India’s largest Pharma B2B Commerce Platform.
• Owning the product roadmap and rollout plan for the CRM Platform aimed at efficient tracking & management of the on-field salesforce.
• Spearheading the Sprints implementing Agile methodologies, serving as the SCRUM master for development & product teams.
• Category Analysis and Product Management
• Managed the product that aims to capture the White Spaces & Portfolio Gaps in a marketplace eco-system for one of world's largest FMCG conglomerate.
• Designed quality assurance process and drove end-to-end product testing involving SIT and UAT phases.
• Successfully enabled insight generation of the White Space Opportunities and the Growth Space Opportunities for Personal Care Brands.
• Project Management
• Liaised with stakeholders of India’s largest electronics wearable for Solution Vendor Onboarding for their Trade Promotion Management of online/offline sales channels.
• Presales Consultant
• Creating capability decks and approach notes for potential client discussions by positioning and pitching Thoucentric with offerings.

Jun 2021 – Aug 2021 · 2 mos · Bengaluru

• Market Research: Conducted comprehensive market research to identify emerging trends, competitor landscapes, and potential opportunities in the aerospace, defense and biomedical industries.
• Performed analysis and compilation of data via calling 400+ prospects, acquiring valuable insights into the market landscape. Demonstrated strong persuasive skills to onboard over 20 customers, contributing to the company's growth.
• Customer Relationship Management: Collaborated closely with customers and Business Associates to maintain strong relationships and ensure maximum customer satisfaction.
• Customer Feedback Analytics: Designed a detailed questionnaire survey to understand the supply chain & logistics requirements of existing customers and prospects, gauging their satisfaction levels with current services while identifying areas for potential improvement.

Sep 2020 – Sep 2020 · 0 mo

Mar 2020 – Apr 2020 · 1 mo · Vadodara, Gujarat · On-site

• Business Development: Played a key role in supporting marketing and promotional efforts. Engaged via seminars & workshops with over 300+ students from 11th & 12th grade and their parents to drive enrolments for UG entrances such as BBA, CLAT, etc.
• Sales Conversion: Utilized interpersonal skills to successfully enroll over 30 students, generating revenue of 25+ lakh rupees.

Jun 2018 – Nov 2018 · 5 mos · Remote