Highly motivated Product & CX Technology Specialist with over 5 years of experience, adept in Requirement Gathering, Stakeholder Management, System Integration, Process Automation, and Solution Design. Proficient in CRM & Loyalty Platforms, Partner Onboarding, API Integrations, Product Documentation, and Data-Driven Decision Making.
Career Highlights
- Efficiently managed SmartVision’s product backlog, crafting over 100+ user stories.
- Built a near real-time CXO dashboard for an Indian NBFC with 4000+ branches.
- End-to-End Loyalty & CRM Management: Mapped, documented, and optimized point partnership solutions, app registrations, and loyalty programs across GCC, enhancing operational efficiency and customer experience.
- Business & Product Analysis: Created BRDs, user flows, UI mockups, and test cases for CRM, loyalty, and app features; groomed development teams and oversaw UAT and production deployments.
- Program & Project Leadership: Led multi-region launches of WhatsApp bots, digital forms, and loyalty platform enhancements; coordinated cross-functional teams and removed blockers to ensure seamless delivery.
- MarTech & Digital Operations: Managed content and offer updates on e-commerce app and website; automated business approval workflows using Power Automate; maintained task trackers and SOPs for customer service teams.
- Customer Service Enablement: Developed SOPs, training materials, and documentation for regional store teams; ensured self-sufficiency in customer profile updates, loyalty redemptions, and issue resolution.
