INSIDE.COM

As a part-time consultant worked on a special user engagement project and set up the process for engagement and tracking system.

Special Project Consultant

As a Community and Program Management Consultant, responsible for managing the overall community development strategy for the Social News Site (SNS), the role includes:

✅ Onboarding of the Global community members and responsible to promote incremental community engagement practices.
✅ Hosting interactive community events, planning member meet-ups, and AMA discussions with subject matter experts.
✅ Create a strategy to enhance the community presence through Programs and via tools such as Mixpanel, Asana, and Notion.
✅ Drive engagement by strategizing and executing innovative projects including community recognition and acknowledgment series.
✅ AI Data Content Auditing for future projects.
✅ Community Education, Content Curation, and Execute Community Moderation along with Trust & Safety Policy refinement as well as training and triaging.

Community (Program) Management Consultant 

Quora

As the leader of the Global Product Support Team at Quora, my key responsibilities included:

✅ Led the team, manage vendor budgeting, and create process improvement.
✅ Overseeing programs that involve the support team's participation in global product research to collect insights and data for analysis.
✅ Managing localization, vendor management, and help center to ensure seamless cross-functional operations.
✅ Providing a problem-solving approach for business analysis, data audits, etc. while managing ad-hoc projects for cross-functional teams.
✅ Providing root cause analysis by identifying any product or policy gaps.

Impact:

💡 Reduced annual costs by 20% through optimization and realignment of resources.
💡 Contributed to creating a process for uniform support and feedback loop for Poe (Conversational AI ChatBot).
💡 Led the UX research at negligible cost, resulting in a substantial increase in CSAT.

Highlight:

🏅 Received a Kudos Award by Sales for Business Development Support.
🏅 Team Recognition for organizing/hosting internal Programming Challenge in 2022 and a company-wide Hackathon (Offroad 27).

Global Product Support Manager

As the Program Manager for the Creator Growth Team at Quora, my key responsibilities included:

✅ Led internal and external efforts to make Quora one of the best places for online writing by ideating initiatives to attract, support, and retain high-quality creators.
✅ Managed creator engagement initiatives to drive retention and foster talent through dedicated support and collaborations.
✅ Compiled and relayed creator feedback to the entire company, resulting in consistent updates for recently launched creator's monetization programs.
✅ Curated best-in-class content/creator spaces for recognition programs of Staff Picks Space.
✅ Lead the Women's Resource Group in APAC sponsored by Quora executives.

Impact:

💡 Achieved an increase in overall content growth from the micro-influencers cohort by studying user sentiment, onboarding, supporting, and retaining the top 1% of creators.
💡 Helped the team identify the pain points leading to an APP usage issue, resulting in usage growth.

Highlight:

🥇 Received a Kudos award for facilitating product/content guidelines consultation support to a newly onboarded high-revenue client.
🥇 Received a recognition from executive sponsor for running Women Employee Resource Group.

Program Manager, Creator Growth

As the Program Manager for the Community Development Team at Quora, my key responsibilities included:

✅ Managed regular content policy-related discussions with leadership and major stakeholders, resulting in policy evolution and changes.
✅ Spearheaded the compilation of writer's product feedback on a new product feature, Spaces, and relayed monthly feedback to the entire company. This effort resulted in 10+ feature updates and ongoing evolution.
✅ Developed the process for working with product DRIs to create user-facing communications about feature launches, including how-to guides and walkthroughs, and changes. The communication was then translated into Quora's 23 language versions.
✅ Led policy audits and worked on reports with high-value content review, in collaboration with the executive leadership team.
✅ Led the Global Meetup week and managed a team of five for hosting Quora in English in 2021 with 1K+ participants across week and around the globe. Ideated and led dogfooding sessions for creators during meet-up weeks that further helped with focus group product feedback.
✅ Led the Women's Resource Group in APAC sponsored by Quora executives, empowering opportunities to learn from fellow women leaders and facilitating a safe haven for women at Quora to explore their aspirations and goals.

Impact:

💡 Led monthly audits resulting in three major policy changes and multiple product changes.
💡 Created market reports and identified parity gaps for policy, product and contributed towards a scalable process for moderation in collaboration with the Policy, Legal, and Product Teams.

Highlights:

🏅 Awarded FinOps Value for cross-functional excellence in Q2 2021

Program Manager, Community Development

As the Global Community Development Lead, my primary responsibilities included:

✅ Developed a process for working with product DRIs to audit actions, publish user-facing communications, and facilitated content consultation with premium advertising partners.
✅ Working closely with the Legal, Product, and Sales Heads in Business Development. Work with top creators, and retire programs that are no longer aligned or scalable with the core mission.

Impact:

💡 Feedback Centralization resulted in 10+ feature updates for the two consequent Quarters and the LLM audit has resulted in multiple moderation tool training.
💡 Set up Quora’s First Content Compliance Report Requirements as Interim Nodal Officer.
💡 Identify Parity Gaps in Policy and Product, and worked with the Moderation, Legal, and Policy team to fix them.
💡 Led, manage, and hosted Quora’s week-long Global Virtual Meet-ups for 2-3K+ creators/users (attendees) and trained the entire English Community Development Staff.

Highlights:

🏅 Kudos award for the leading user research team to help investigate potential roadblocks to in-app user growth.
🏅 Kudos award for facilitating support to the highest-revenue client for Quora in India

Global Community Development Lead

Founding Member for Quora in India.

As India SPOC for Writer Relations, I worked as a key communication bridge between the organization, partners, and the user community.

✅ End-to-end content consultation responsibility for helping Quora’s first reseller partners in India close deals.
✅ Working closely with the Country Head in Business Development, hiring, and training new employees.
✅ Help launch a monetization program, and run a pilot to assess user feedback.

Impact:

💡 Transitioned, migrated, and managed official channels of communication (Quora Spaces) for direct user feedback.
💡 Run a pilot program resulting in the growth of User Spaces, the launch of Space Rev share, and Quora+ programs.

Highlights:

🏅 Kudos award for improving profitability by onboarding Ad Partner clients by doing content consulting and increasing promoted answer portfolios.

Writer Relations Lead (International Community Development)

As part of Quora's Head of Community for Quora in Bengali. I helped to build and launch the Bengali version of Quora from the ground up which includes localization, alpha/beta user testing, PR/marketing, vendor management, audits, moderation, user outreach, product improvement, and public launch.

In addition, I worked as a single point of contact for Quora's Bengali community and helped to bridge the gap between product, market, and community. 

✅ End-to-end responsibility for launching and building the language community from scratch.
✅ Managing multiple vendors and responsible for moderation audits, content scaling, localization, and quality assurance. 
✅ Led GTM strategy including partnerships, PR, Public Speaking, and Brand Awareness activities for Quora in Bengali.
✅ Launch and run programs, made feature announcements, did multiple beta phase tests to ensure each program is set for success.

Impact:

💡 Conducted Moderation Tool Training for International Language Community Managers from 24 different silos.
💡 Manage public launch and marketing outreach in 26 Media Platforms at zero cost.
💡 Identify and help make the policy include cultural context and complexities to ensure that user-generated content is fairly audited and moderated.
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Highlights:

- Managed to scale Quora in Bengali as one of the largest Indian Language markets for Quora. Also, Quora in Bengali is one of the largest UGC Bengali text based content platform globally.

Head of Community - Quora in Bengali (International Community Development)

NTT Global Networks

As a key Client Strategic Sourcing Manager at NTT Global, my core responsibility was client satisfaction and customer service. I represented client needs within the organization. And encouraging new and repeat business for selected products or services only.

✅ DRI for Channel Partner Account Management & Strategic implementation in APAC. Closely worked for Key Accounts like MT, Fujitsu, Hitachi, Aircel, and more for their standard wholesale access business in India and International sites.

Impact:

💡 Achieved 100% sales target in 2 consecutive years for new business in key accounts.
💡 Grievances Resolution & Project Management with 90-100+% quota achievement every year.

Highlights:

🏅 Awarded Customer Appreciation Award for closing a major RFP deal in FY-2017

Client Manager-Strategic Sourcing

Tata Communications

As a Global Desk Based Account Manager for Tata Communication's Data-Business Accounts across the USA, Europe & APAC. I worked for multiple smaller ISPs alongside some Key Accounts like SingTel, NTT & Telstra for their standard access business in India.

Key Responsibilities:
✅ End-to-end responsibility for Key Carrier Account Management managing Global RFPs and Business Development in dormant and new ISPs.
✅ Assistance in collection recovery and ensuring that client billing is streamlined.

Impact:

💡 Closed 80% of the total assigned target for dormant accounts, and achieved 100% target for new accounts business.

Highlights:

🏅 Awarded Blue Ribbon Award for closing a major RFP deal with the collaboration of Voice Team.
🏅 Awarded Bravo Award in FY-2013-14 for consistent performance with Key Accounts.

Account Manager

As a Customer Relationship Representative on Technical Service Helpdesk, I have the below responsibilities:

✅ Responsible for Daily Ticket Management at the Corporate Help desk and Mentoring at the Technical Service Helpdesk (TSH)
✅ Analysis of complaints to avoid redundancy and repeated trouble tickets in the future. Proactive monitoring for FTR (First Time Resolutions)


Impact:

💡 Achieved 100% SLA and 150% Productivity alongside a 100% score in Quality Audits.
💡 Created and set up an agent process to identify the reports of Reasons for Outages (RFO) and Root Cause Analysis(RCA).

Highlights:

🏅 Facilitated multiple ‘Champion of the Month’ & RNR Awards for excellence in performance.

Customer Relationship Management Trainee

Diligent Media Corporation Ltd,Mumbai

Worked as a Summer Intern in Sales/Circulation Department at DNA Newspaper, Pune.

DNA is an Indian newspaper which is the product of ZEE Group & Dainik Bhaskar. It has branches at Ahmedabad, Pune, Surat, Indore, Banglore & Jaipur. The paper has a readership that is educated, young, contemporary and upwardly mobile. 
DNA is known for its incisive reporting and 360-degree coverage of an issue. It has also broken many stories and is a ready reckoner for readers who wish to know more about what is going on in their cities.

Responsible for:
✅ Lead generation for monthly/yearly subscriptions in B2C and B2B markets.
✅ Market Research and Competitor Analysis to study factors influencing customers’ decision to purchase news daily.

Impact & Highlight:

🥇 100%  and 120% Sales Quota Achieved in B2C and B2B markets.

Summer Intern

I am a Program Manager and Community Management Consultant with over 13 years of experience in the consumer internet industry. I have worked with some of the leading UGC platforms, such as Quora and Inside, to create and execute strategies for community growth, user engagement, product support, and content creation. I have also led and managed global teams, vendors, and budgets to ensure seamless cross-functional operations and deliver high-quality results.

Most recently, I was a Special Project Consultant at INSIDE.COM, where I worked on a user engagement project and set up the process for engagement and tracking system. Before that, I was a Community Management Consultant at the same company, where I was responsible for onboarding and promoting the global community members, hosting interactive events and discussions, and driving engagement through innovative programs and tools. I also performed AI data content auditing for future projects. Additionally, I am a Top Writer on Quora and a Managed Creator and LICAP -India Chapter alumni on LinkedIn, where I create consistent and impactful content on various topics. I am currently on maternity break, but I am always eager to learn new skills and explore new opportunities in the UGC space.

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