Jul 2022 – May 2023 · 10 mos · Gurugram, Haryana, India

• Worked extensively alongside the Product, Business and Operations teams to optimize Supply operations while closely monitoring crucial KPIs
• Created dashboards and reports to track multiple product performance metrics and provide insights to senior management, resulting in better decision-making and increased visibility
• Led the exploratory data analysis for handling return loss, tech feature introduction, extensive data-backed operational implementation that caused a ~15% reduction in Return Loss for the organization
• Spearheaded the complete restructuring of reporting of complaints which is a critical metric for the org., resulting in a 1.2% correction from before

Mar 2021 – Jun 2022 · 1 yr 3 mos · Gurugram, Haryana, India

• Conducted extensive market research to identify trends in the travel industry during and post-pandemic, and recommended new product features that aligned with customer needs
• Collaborated with cross-functional teams including engineering and design, to launch a new product for a leading Global travel giant, that allowed quick, hassle-free resolution of COVID-related flight booking cancellations that reduced the workload of customer service agents by ~35%
• Managed the product roadmap for a suite of travel products on tools like Azure Boards, prioritizing feature development based on customer needs, business objectives, and technical feasibility.
• Conducted regular competitive analysis to identify opportunities for differentiation and recommended new product features to maintain a competitive advantage

Jul 2020 – Sep 2020 · 2 mos

• Ideated marketing communication strategies for ~10 brands belonging to a variety of industries like travel, fashion, electric vehicles, smart wearables etc.
• Content writing for social media and mainline media strategies for brand campaigns
• Conducted market research and competitor analysis to identify new opportunities and trends in the industry, recommended strategies for improving client campaigns

Apr 2019 – May 2019 · 1 mo · Mumbai

• Assisted in the development of partnership and co-branding strategies to reach new audiences and drive customer acquisition
• Conducted competitive analysis to identify industry trends and potential gaps in the market, and recommended strategies to differentiate the Diner's Club credit card from competitors in India
• Analysed data for Online Acceptance landscape for Diners & Discover credit cards' to derive meaningful insights for certain lucrative sectors like education, travel

Feb 2016 – Apr 2018 · 2 yrs 2 mos · Pune/Pimpri-Chinchwad Area

• Resolved ~1400 tickets on Salesforce using SQL and Java, boosting the WIP score by 11%, while also conducting root cause analysis to prevent future occurrences
• Developed scripts to automate the resolution of common customer issues, leading up to a tool to automate 12-15 functions which reduced the volume of incoming tickets to L3 support layer by 27%
• Received 'Insta Award' for an excellent learning curve and in appreciation of the work done

Jun 2014 – Jul 2014 · 1 mo · Rayong, Thailand