Leading the global API platform that powers subscriptions for all HP products and services, across both consumer and commercial markets. Spearheading innovation with the 'HP All-in-One Plan,' driving seamless subscription management and enhancing customer experience at scale.Focused on delivering scalable solutions that fuel business growth and elevate customer value in the global subscription ecosystem.

Leading the development of customer-centric support products that empower millions of users each month to efficiently resolve device and service-related issues. Spearheading the design and execution of advanced diagnostics solutions that proactively detect and resolve problems, enhancing user satisfaction and reducing friction.Driving the implementation of robust analytics for the Support app, enabling deep insights into customer behavior and identifying strategic opportunities to improve product offerings. Passionate about delivering seamless, intuitive experiences that create meaningful impact for both customers and the business.

1) Conceptualizing the HP Printer Setup Support Experience on the web (https://support.hp.com/us-en/printer-setup) through A/B testing. This led to incremental and iterative improvements in the web customer experience. I closely analyzed market trends and customer requirements to articulate the value proposition for the new support pages. I collaborated with cross-functional teams across the globe to enhance the customer experience with our web products.2) Driving the effort to identify opportunities for improving the Contact-HP support experience (https://support.hp.com/us-en/contact), which resulted in a complete revamp of the contact support experience. I defined the value additions, success measures, and managed the implementation of analytics. I worked closely with design, development, and operations teams to deliver this project in phases.

• Developed high-quality analytics/BI products at HP to enhance business understanding of customer experience and reduce RCA time.• Built Omnichannel analytics solution using Adobe Analytics, Ensighten Tag manager & Qualtrics survey tool to map customer support journey.

• Played a crucial role in onboarding the customer survey tool, defining success metrics and correlating KPIs to build estimation model.• Built the first support performance dashboard encompassing all channel’s KPIs in a consolidated form and adding market benchmarks.

In my role as a Senior Associate at GENPACT in Gurgaon, India, I provided phone support to Australian customers of GE Money, handled escalations, managed MIS/reporting, mentored new joiners, and collaborated on client calls with Assistant Managers.