May 2023 – Aug 2025 · 2 yrs 3 mos

Mar 2021 – Apr 2023 · 2 yrs 1 mo

Dec 2019 – Mar 2021 · 1 yr 3 mos · Hyderabad Area, India

Jun 2018 – Oct 2019 · 1 yr 4 mos · Hyderabad Area, India

• Project implementation and management of an end-to-end customer experience tool. Stakeholder management and technical requirements gathering for clients, DFIs, Funder management institutions and development organizations such as UN, World Bank, etc.
• Owned Impact assessment of potential clients and creating pitches, building charter and developing on-boarding communications translating into a 75% sales conversion rate. Owned Program risk assessment & mitigation and identified improved release scheduling by 20% through implementing agile and scrum methodologies.
• Mapping user personas and designing data analysis required for monitoring and controlling product development for internal efficiency, which increased by 15%. Improved CSAT by 30% by realigning the organizations approach towards client retention and implementing custom experience projects internally.
• Improved service quality by reducing response times by 60% and issue resolution time by 35% through deployment of internal resolution tools. KPIs include NPS, CSAT, Product adoption

Oct 2016 – Jun 2018 · 1 yr 8 mos · Hyderabad Area, India

• Program manager for a high-volume web development firm. Met over 125% of revenue goal by implementing lead generation across countries. Led 6 cross-functional teams from product planning through launch and successive iterations and maintenance for 4 parallel products. Ensured completion on time. Implemented a lean learning program execution plan internally for skill building, cutting down the development bottlenecks by 30% through frequent progress tracking.
• Reduced project errors by 56% by switching company's project management framework from waterfall to agile using tools and processes such as Jira, Asana, etc. Established program business rhythms to monitor individual program's technical and financial health by including all stakeholders, managing client expectations in planning. 80% enterprise products developed on schedule without any impactful delays.
• Managed a healthcare project to offer end-to-end customer lifecycle tracking and actively engaged in the product planning and implementation. Piloted agile development and scrum delivery methodology on a appointment booking software reducing the project schedule by 25%.
• Developed UX wireframes to assist in product design and architecture for 3 products, along with customer engagement.
• KPIs include CPI, CSI, CSAT, CES and Earned Value (EV)

Jun 2015 – Jan 2018 · 2 yrs 7 mos · Hyderabad Area, India

• Co-founder and COO for a cloud kitchen with 3 outlets in Hyderabad rated 4.5 each. Owned product's conceptual design, stakeholder management and implementation using low code platforms and third party teams to ship out web tools for ordering. Expanded to 3 outlets in short period of 12 months by optimizing resources and enabling economies of scale and a range of BTL customer engagement activities.
• Optimized cost structures and resource operations to break even within 2 months of launch for each outlet by data driven risk assessment and rational risk management. Responsible for planning, solution development, operations management, resource allocation, community engagement, competitor analysis, NPS, customer journey mapping.
• KPIs include Operational efficiency, platform adoption, stakeholder engagement, CSI, CPI, SPI, EV and EAC

Mar 2015 – Oct 2015 · 7 mos · Hyderabad

• Handled solution training and product launch of an aggregator platform, spreading its on-boarding to a 100% customer adoption (100 new clients) in a span of 3 months, Coordinated and led portfolio of $ 2M+ ARR in the North American, ME market.
• KPIs include product adoption, customer success, Customer Retention (Renewals + Upsell), managed client expectations and designing future state assessments.

Mar 2012 – Sep 2013 · 1 yr 6 mos · Jaipur Area, India

• Worked towards improving the content quality and resource handling for the consumer segment automobiles. The tenure included coverage of automobile launches and related government announcements.
• a. Optimised the resource utilisation by streamlining the content delivery channels.
• b. Wrote, edited and managed the overall content creation process.
• c. Coordinated with various stakeholders within the company and outside it for covering news, releases and regulatory announcements pertaining to the automobile industry.
• d. Freelanced post the tenure in a consultative capacity.