Aug 2021 – Present · 4 yrs 10 mos · Bengaluru, Karnataka, India

• As an individual contributor, I honed my problem-solving prowess to tackle the ever-evolving landscape of client challenges. Leading cross-functional teams in Agile Scrum methodologies, I spearheaded initiatives that not only enhanced problem-solving skills but also revolutionized project delivery dynamics, resulting in a 40% boost in client satisfaction and a 30% reduction in project completion times.
• My portfolio of responsibilities included:
• 📊 Metric Evolution Dashboard: Engineered a dynamic dashboard featuring key performance metrics for scaled support, offering granular insights into user behavior and issue resolution patterns. By leveraging advanced analytics and contribution analysis, this dashboard facilitated the identification of tailored solutions, slashing agent workload by up to 90%.
• 🛠️ Support User Journey Dashboard: Developed an intuitive dashboard illuminating the journey of support cases from inception to resolution. By pinpointing bottlenecks and streamlining processes, this tool enabled the resolution of over 100,000 cases monthly, boasting a 20% improvement in resolution times.
• 📈 Weekly Metric Review Deck: Orchestrated the creation and presentation of a comprehensive weekly metric review deck, equipping stakeholders with actionable insights to drive informed decision-making and fueling a 15% increase in operational efficiency.
• 📧 Auto Apply Recommendation Email Campaign: Architected a sophisticated SQL-based segmentation strategy to deliver personalized recommendations to customers, resulting in a 12% surge in subscription rates. By automating the recommendation process, advertisers could seamlessly opt into relevant suggestions, unlocking untapped potential in their marketing endeavors.
• 🎬 YouTube Campaign Management: Led the orchestration of 15+ YouTube campaigns, leveraging SQL-driven targeting logic and process automations to expedite campaign launches by 30% while elevating overall performance metrics.