Grubhub

Lead for post order customer experience for Diners, Restaurants & Drivers

Product

Wayfair

Led a team of product managers to build best in class service products to enhance/optimize customer's post order experience across all channels and platforms globally

- Driving strategy and execution for adoption of post order customer experiences and reducing the overall cost to serve
- Led post order experience delivery for wayfair's first physical store - customer as well as customer service agent journey
- Scaled multiple pre-delivery experiences to new geographies

Senior Product Manager

Product Experience
•	Led a cross-functional team of 11 people to launch a CIM application for a fortune 50 bank. The application supported global data collection, remediation, and risk rating of its customers, enabling the bank to save on 10M+ in operational costs and regulatory fines
•	Jointly defined the product vision, success criteria and developed a 12 months product roadmap by driving prioritization consensus across business units and serving as an effective liaison between customers and engineering
•	Led joint application design(JAD) sessions with clients to build backlog and define functional design to support data collection of 10 different customer types
•	Developed KPIs using SQL to track the performance of analysts as well as overall planned vs actual cases completed. These metrics were used in making forecasting decisions related to resourcing and financial management 
•	Led the sales process by providing a demo of the application based on feature requirements provided by the client 
Case Management Tool (CMT)
•	Managed a global team through the entire product lifecycle to launch a CMT for a fortune 100 bank. The application enabled the bank to investigate cases with suspicious transaction activity and increased the productivity by 50% as compared to the legacy system
•	Performed user research, conducted user interviews to identify the case investigation pain points and subsequently developed user stories, wireframes and process flows
•	Developed UAT scenarios to accommodate the happy path and edge case scenarios for the pre-launch phase. This phase helped identify 2 potential launch blockers associated with customer experience risk. 
•	Trained 70+ analysts and established a training program to onboard to new analysts to CMT application

Manager

•	Managed a team to integrate a data management solution to enhance a US bank’s compliance program. This integration involved automating the ETL process and summary reporting through building workflows resulting in cost savings of 3 FTEs and process time reduction from 12 hours to 4 hours 
•	Established a global transaction monitoring risk assessment methodology at a Japanese bank. This methodology enabled the bank to risk assess products and put appropriate compliance controls in place
•	Derived insights and recommended mechanisms to address gaps in data modeling and ETL processes for maintaining data integrity using SQL at leading global financial services provider.   
•	Tracked the actual vs budgeted project financials and reported key metrics to leadership on a weekly basis

Senior Consultant

Staff Advisor

POMCO Group

Intern/Business Analyst

Burton Blatt Institute

 Create macros,  pie charts and graphs, write functions using MS EXCEL
 Sort and format the organizational data using MS EXCEL as per the requirements

Project Assistant/Technical Expert

Syracuse University

 Interview employees of various organizations on how they collaborated in a particular project, the constraints faced during collaboration and how those impact the progress
 Performed Data Entry and Data Analysis using MS Excel

Graduate Research Assistant

Synchronoss Technologies

 Developed business requirement deliverables for automating the daily call reports that provide agent productivity and forecast information
 Performed data analysis using MS Excel on „daily call data‟ to find out data patterns to reduce the number of incoming calls to contact center
 Developed call stats reports in Cognos Query Studio that were used in business decision making
 Participated in client engagements to assist in configuration change of IVR systems

3 Global Services

 Answered inbound customer calls to resolve technical issues with the phone and network connectivity using PeopleSoft and organization’s internal tools
 Documented the customer requirements and solution provided to every customer
 Reported metrics using Crystal Reports to team manager for analysis purpose
 Researched on networking issues with the help of internal tools to provide resolutions
 Monitored the performance of team members, and assisted them on the complicated issue

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