Faraz Mehmood

Experience

• 

  Wipro

  Aug 2015 - Sept 2016

  Process Associate
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  Convergys

  Nov 2016 - Nov 2017

  Senior Process Associate

  Acting first point of contact for the users.Process training to the new employees.

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  Vinculum Group

  Nov 2017 - Jan 2022

  Business Analyst

  Managed Nykaa Client for WMS | OMS | Inventory Management | Cloud POS | Integration with Logistic Partners, OMS, WMS for dropship Orders | Headed Customer Support Team• Worked on Retail and E-commerce enabling Ecosystem i.e. Catalogue Management System (CMS), Order Management System (OMS), Warehouse Management System (WMS), Logistics Management System (LMS) and POS (Point of Sale).• Managed end-to-end development and management for one of the leading clients (Nykaa) of the organization.• Led integration with third-party OMS for vendor management of Nykaa. It includes BrownTape, Unicommerce, Fynd, OMSGuru, Easyecom.• Finding RCA of critical system bugs, and loopholes, coordinating with the L3 support team in fxing the same, and reducing the support ticket count (Fixed 50+ bugs and reduced the count of support-related tickets by 70%).• Led the team of Technical Support and Trainees (Team size 5).• Analysed, and designed critical MIS and other business reports and dashboards using MySQL.Requirement gathering from clients, Business Analysts, and Functional consultants analysing them, and selecting the strategy to complete in a timely manner.Development of MIS reports, system alerts, and other reports using MySQL that reduces the manual efforts of the clients in analysing data, generated manual excel reports to 95%.• Fix data issues raised by customer support or the implementation team.• Understanding Product, Participated in multiple CR discussions to understand new functionalities.• User story writing, PRD, Wireframing.• Identify system gaps, assign them to developers, and QA, and keep track of the progress. Show less

• 

  The Good Glamm Group

  Jan 2022 - Mar 2024

  Product Manager

  Product Roadmap || Self Serve || Post Order || Integrations || BigQuery|| Looker Studio|| Dashboards||CRM Communications|| WhatsApp Communications• Collaborated with stakeholders to identify, prioritize, and resolve product-related issues, resulting in a ~10% improvement in customer retention.• Conducted user interviews and surveys to gain insights into customer behaviors and preferences, resulting in a 30% increase in customer satisfaction.• Led end-to-end development of customer support bot (self-serve bot).• Developed and launched a successful product (Sirona Period Tracker) that increased customer acquisition by 1.2 Lakh per month.• Developed a customer support strategy that reduced customer churn by ~10%• Documented product requirements and use cases to ensure consistent product development.• Helped cross-functional teams to create WhatsApp bots of commerce journeys for the user segments that fall under Abundant Cart, Failed Payment, Coupon/Discount not applied, and Replenishment of the products and helped to accumulate an additional conversion of ~5% from each journey).• Analyzed and helped the cross-functional teams with the RTOs and Cancellations, resulting in a decrease in RTOs by 2% points (absolute) and Cancellations by 1% points (absolute) within a month.• Dashboard creation using BigQuery and Google Looker Studio to monitor and analyse matrices. Show less