Experience

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  Amazon

  Jun 2014 - Apr 2019

  Senior support analyst

  - Validating and resolving queries raised by external teams- Ownership in Queue management to resolve cases within SLA guidelines - Performing root cause analysis to fix any redundant issues- Implementing new strategies by connecting with stakeholders that would pave way for better CX- Performing inflow analysis to analyze trend and optimizing the efforts by creating self-service opportunities - Setting up meetings with external teams for knowledge sharing and creating opportunities in decreasing the issues with Amazon website- Was responsible in reporting weekly data through accessible dashboards to stakeholders- Interpreting the data to find defect percentage and working backwards in fixing defects- Connecting with cross nodes to understand the Global trend on customer queries and knowledge sharing Show less

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  Opex analytics

  Apr 2019 - Apr 2021

  Product specialist/product management

  - Working closely with product managers to clear product backlog by taking prioritized decisions based on trade off and clinical decisions- Organising release retrospective with Engineering & QA SPOCs to maintain seamless deployment- Sign off on features before going live and ensure overall reliability and performance of the product- Frequent connect with customers to understand their user experience and get feedbacks for improvisation of product & draft detail product requirements that articulate the importance of functionality- Managing the Support org and making sure the deliverables are executed within SLA as per quality standards Show less

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  Freshworks

  May 2021 - Jun 2022

  Senior onboarding specialist

  - Providing hassle free Onboarding by collaborating with enterprise customers and integrating their data with Freshdesk systems- Evaluate and establish program priorities in line with business objectives- Run pilot programs with early-stage products- Breakdown complex problems into simple solutions, Find opportunities and focus on data driven approaches to accelerate the Freshdesk portal experience

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  Yellow.ai

  Jun 2022 - Jan 2023

  Product manager

  - Building integration framework to enable plug and play approach with external SaaS products- Developed the specifications for Custom Live Agent that was used to integrate with CRM Systems leading to revenue increase of $1.5 Million ARR- Implemented 5 new integrations across different verticals which had more than 1 Million traffic- Communicating product vision to the sales and marketing teams to obtain market share for the product- Manage product backlogs, Prioritize and schedule development work for release by defining the product roadmap Show less

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  Codemantra

  Jan 2023 - Oct 2023

  Senior product manager

  • Leveraged use of Machine Learning automation to reduce unit cost of document processing• Built Form extraction platform from ideation till launch by conducting Market research & competitive analysis• Designed a ML training framework that helped improving the prediction accuracy to 85% from 59%• Closely work with UI design team to finalize the User interface and perform user interviews with target audience• Manage product backlogs, Prioritize and schedule development work for release by following strict agile methodologies and sprint cycles• Communicating product vision to the sales and marketing teams to obtain market share for the product using defined KPI's• Evaluate and establish Go to Market strategies in line with business objectives and make data driven decisions• Build API integrations with leading LMS like Blackbox, Moodle etc. Show less

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  Adplist.org

  Oct 2023 - now

  Product mentor

  As a mentor, I'm passionate about paying it forward and contributing to the growth of fellow professionals. Whether you're navigating a career transition into Product Management, seeking advice on skills development, or just looking for a friendly chat about the industry, I'm here for you!🌱 Let's embark on a journey of mentorship together! Feel free to reach out via ADPList, and let's create a roadmap for your success. 🚀💼

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  Verizon

  Feb 2024 - now

  Senior consultant - tech product management