Aug 2024 – Nov 2024 · 3 mos · Bengaluru South, Karnataka, India · On-site

Jul 2024 – Aug 2024 · 1 mo · Bengaluru, Karnataka, India · On-site

• Spearheaded technical program management for AiDash, enhancing customer experience for 150+ global clients in utilities and infrastructure.
• Designed a comprehensive program that reduced R&D support tickets by 20-40% during product rollouts, boosting team credibility.
• Established a robust governance framework using OKR-based goal setting and performance metrics, ensuring cross-functional alignment.

Mar 2024 – Mar 2024 · 0 mo · Bengaluru, Karnataka, India · On-site

• Led comprehensive business and financial consulting for AeProcurex, driving strategic growth in automotive and aerospace sectors.
• Conducted in-depth financial analysis, identifying a 20% projected revenue growth for FY25 and a 3x increase in order book.
• Developed funding strategies and enhanced operational efficiency, improving EBITDA margins from negative to 4.21%.

Jan 2024 – Aug 2024 · 7 mos · Bengaluru, Karnataka, India · Hybrid

• Working with SMBs, Startups and MSME SaaS companies to solve their business, product and operations problems with strategic, outcome oriented and systemic interventions. Undertake projects that directly impact top line on an End to End basis with outcome realisation.

Jan 2024 – Feb 2024 · 1 mo · Amritsar, Punjab, India · Hybrid

• Led product consulting engagements at Knowmax, driving strategic development aligned with the 2025 roadmap.
• Redesigned analytics engine to enhance data-driven decision-making, resulting in improved organizational insights.
• Spearheaded UX evaluations and competitive analyses, ensuring product alignment with user needs and market trends.
• Developed comprehensive go-to-market strategies, optimizing pricing models and revenue frameworks for scalable growth.

Apr 2023 – Dec 2023 · 8 mos · Bengaluru, Karnataka, India · On-site

• My role involved managing the entire CX team along with additional product leadership positions on 2 products - VKYC and Banking & Account Services.
• Envisaged the voice of customer program, led research on organisational problem statements - primary account behavior, priority support, and rewards experience, and created a NPS quantitative model to drive NPS goals across organisation (creating accountability and ownership in all teams).
• Led Video KYC product, and increased activation by 35%, leading to a 10 pp increase in overall verified base. Implemented process improvement initiatives such as implementing granular step information to identify and improve processes, leading to cost reduction and faster user verification (reduction in time to call completion by ~3m).
• Strategized banking and account services product initiatives, in order to increase user trust in Jupiter banking. Introduced products such as digital passbook, account statement, chequebook, interest certificate - that act as POI and POA and improve user engagement and trust on the bank.

Nov 2021 – Apr 2023 · 1 yr 5 mos · Bengaluru, Karnataka, India · On-site

• My role focused around creating an exceptional customer experience on and off the Jupiter App.
• I formed and led the entire CX charter (not CS), including on-product CX strategy, Help Center Strategy as well as Support Strategy and Improvement projects. Notable projects included launching and leading the NPS program (NPS +28 to 65), reducing Contacts per Customer by ~45% with a three pronged help center strategy and improved CSAT (+55 to 77) and reduced resolution time by bringing in subject matter expertise and restructuring CS team.
• Additionally, my role also included mentoring and leadership grooming for my team and also beyond my team to all product teams. Introduced customer journey mapping and pain points identification to the product org, and led integration of on-product help (+ contextual help) across the app.

Apr 2021 – Nov 2021 · 7 mos

• My role at ADP revolves around observing how our clients, their employees and our associates interact with multiple products and tools that ADP provides, and then map out the user's pain points, which I then aim to solve by formulating a strategy and managing project execution.
• I handle projects with cost optimisation goals and finding new growth areas. I actively utilise concepts of design thinking, project management and change management to achieve results in record time.

Jul 2019 – Apr 2021 · 1 yr 9 mos

• My role revolves around solving experience problems for our clients, and associates. I carry out business analysis, data analysis and impact assessment for multiple projects focused on re-designing and improving experience.
• Similar to internal consulting role, I plan the strategy and carry out implementation of the projects.

Jul 2018 – Jun 2019 · 11 mos

• Samagra is an impact driven governance consulting firm working with the political and bureaucratic leadership at the state level to drive state-wide systemic transformations.
• I was part of Digital Haryana Cell, a team working in the office of Haryana's CM, prioritizing and driving key digital initiatives having large statewide impact for the state government.
• I was driving SARAL - Haryana's e-services delivery platform and various departmental projects involving GIS implementation, Geo-spatial mapping, and real time governance.

Jul 2016 – Mar 2017 · 8 mos · New Delhi Area, India

• Public Sector
• Manage client requirements and prepare functional documents.Implementing client requirements by leading a team of developers. Managing cost and effort estimations and providing technical architectural solutions to client, who is a US state to implement State welfare programs.

Jan 2014 – Jul 2016 · 2 yrs 6 mos · New Delhi Area, India

• Health Care and Life Sciences
• Managed client requirements to implement a new novel solution to manage mobile payments across platforms. Drove client consultations and requirements, as well as prepared technical architecture of the solution to shift their existing system to mobile applications. Other responsibilities: Java Development, Story Boarding, Requirement Gathering, Technical Architecture Designing and JAD sessions.
• Technology, Media and Telecommunications Industry
• Implemented and enhanced an HR application for one of the largest technology and consulting organization. Was the technical solution developer, Subject Matter Expert and architect for project enhancements.Responsibilities included understanding client requirements, and undertaking JAD sessions to further functional and design discussions with the Client.
• Led small size teams, and also ventured into performance testing application suites.

Aug 2012 – Dec 2012 · 4 mos · Bengaluru Area, India

• My role involved working on various areas:
• 1. It involved learning linux development platform and shell programming.
• 2. I had to test various PCB boards for developing an industrial controller, that was linux based.
• 3. I was involved in boot strapping and final application coding on shell for project implementation.

Jun 2012 – Jul 2012 · 1 mo · Bangalore, India

• My role involved learning various GE applications and technologies and their implementation. Since I was in the sales department, it involved doing energy requirement analysis and carrying out project implementation activities.

Jun 2011 – Jul 2011 · 1 mo · New Delhi Area, India

• Worked with the LASTEC tracking team, and the work primarily involved developing a tracking application on Linux based platform. My work involved basic image processing and image enhancement technique applications. It involved working on various segmentation algorithms and preparing a report stating the best technique for our purposes.