Dec 2023 – Oct 2024 · 10 mos · Bengaluru, Karnataka, India · On-site

• Led the Customer Support & CRM charter for Urban Ladder B2C & B2B retail and e-commerce.
• Led product implementation as part of migration initiative projects supporting Jio E-commerce ecosystem
• Led various product initiatives to improve customer support for Urban Ladder e-commerce products across B2C & B2B channels

Aug 2023 – Dec 2023 · 4 mos · Bengaluru, Karnataka

• Took a break from work to focus on well-being and prepare for "what's next"
• Upskilled in areas like product analytics and product thinking/sense by online learning and collaborating with fellow job seekers

Jun 2022 – Jul 2023 · 1 yr 1 mo · Bengaluru, Karnataka, India · On-site

• Key contributor to the 'Charging Management System' SaaS platform, supporting a 400% YoY growth in user bookings across Bolt.Earth’s EV charging network
• Deployed strategic pilot programs for B2B customers and enhanced product adoption and activation metrics through customer interactions, requirement gathering, prioritization, and timely feature delivery
• Implemented self-serve features for customer support, and operations teams to reduce issue resolution TAT
• Led the end-to-end product development lifecycle reducing technical debt and rework through effective PRD drafting, wireframe design, timely sprints, and thorough QA testing and UAT
• Effectively collaborated with cross-functional teams involving over 35 members from product, tech, design, sales, customer support, data analytics, and IoT

May 2022 – May 2022 · 0 mo · Remote

• Mental Health Break

Apr 2021 – Apr 2022 · 1 yr · Remote · Remote

• Deployed B2B pilot solutions for Wysa’s conversational chatbot-based app, driving product adoption in terms of user uptake and engagement in North America, Europe, and Asia by designing and delivering user-centric solutions
• Launched the MVP of Wysa in Spanish, providing a vernacular NLP-based Chatbot to native and bilingual B2C Spanish users in South American geography
• Ensured data privacy & security and GDPR/HIPAA risk compliance alignment for Wysa’s product solutions, collaborating with members from compliance, data science & AI, and senior architects to improve overall customer engagement and experience
• Facilitated the end-to-end product lifecycle by contributing to product planning and scoping, drafting PRDs, UI/UX wireframing, and conducting user testing

Aug 2020 – Apr 2021 · 8 mos

• Contributed to the ideation and roadmap of the Enterprise Asset Management product, addressing user concerns of operational visibility around critical machine failures

Feb 2019 – Apr 2021 · 2 yrs 2 mos

• Improved product and pre-sales processes, reducing TAT by >30% by effectively contributing to requirement gathering, scoping, effort estimations, and documentation
• Played a key role of a product specialist, collaborating with C-Suite, industry experts, sales, and marketing to align product positioning and customer engagement

Apr 2018 – Dec 2018 · 8 mos · Buffalo/Niagara, New York Area

• Contributed to standardization of department lab’s inventory storage system using lean methodologies

Aug 2017 – Dec 2017 · 4 mos · Buffalo/Niagara, New York Area

• Addressed the issue of variation in the part manufacturing process using six sigma methodologies

May 2015 – Jul 2015 · 2 mos · Mumbai Area, India

• Worked on a research project conducting gap analysis on ROI for a bottling operation by comparing the manual cost & effort vs automation of the same

May 2014 – Jun 2014 · 1 mo · Bengaluru Area, India

• Worked in the HAL’s Light Combat Aircraft assembly department to study and recommend ways to reduce the cycle time for the pylon assembly process by identifying lean wastes in operations