Led the service process digital transformation of a food-tech firm by analysing the present state, identifying major gaps & proposing future design for improving overall customer satisfaction score by 23% & improving case deflection by a significant margin with suggestions like one stop shop knowledge portals, smart chatbots, Omni-channel presence etc.Re-designing Key Account Management (Strategic Relationship Management) for one of the world’s largest Cocoa producing firm. Proposed the… Show more Led the service process digital transformation of a food-tech firm by analysing the present state, identifying major gaps & proposing future design for improving overall customer satisfaction score by 23% & improving case deflection by a significant margin with suggestions like one stop shop knowledge portals, smart chatbots, Omni-channel presence etc.Re-designing Key Account Management (Strategic Relationship Management) for one of the world’s largest Cocoa producing firm. Proposed the 5-steps account planning approach that helped the firm keep a track of all their key accounts on a yearly/quarterly & monthly basis and helped the firm keep an eye on their competitors serving to their key accounts.Conducted requirements gathering sessions & detailed on-site discovery workshop for a Malaysia based real estate developers to digitise lead to property booking process. The solution was a scalable design that was adopted much faster than the already existing vanilla property booking apps in the Malaysian market.Owned an in-house product development on Salesforce platform to track pre-sales opportunities, resource allocation, sales pipeline, project milestones & delivery for IT implementation services industry. Led the market research activities, identifying target audience, conducting user interviews,competitor’s analysis, go-to market strategies & designing the product prototype. Show less