Managed end-to-end migration of the 3 primary business applications from legacy systems to Angular based framework resulting in 25% faster processing, reduced development time by 30%.First-in-company to implement integrated reporting, reducing manual efforts by 45%, impacting over 4L users to manage their fleet-related spends.Continuously collaborated with UI/UX teams for implementation of 200+ Figma screens for web and mobile, reducing assistance calls by 35%.Liaised with diverse IT teams for implementing 130+ APIs, 20% reductionof data transfer latency.Managed a web/mobile application backlog and a Scrum team of 4 engineers. Wrote and managed 25+ Epics, 300+ User Stories and numerous spike stories on Jira.Helped QA Team to implement testing automation frameworks like Cucumber and Robot Framework to reduce testing TATs by 50%.Created and managed Google Analytics integration, resulting in reducing user clicks by 15%.

Added 8 new credit card sourcing channels contributing 25K cards/month like Doctors SuperCard, Xclusive Super Credit Card (VIP card), DIY digital application chatbot, formulated cross-selling strategy to leverage BFL partner network for driving sourcing and spends, resulting in 10K cards/month.First-in-company to implement Cloud based Smart IVR: 60% productivity increase by stopping unwanted calls.Led Sourcing 2.0 project, end-to-end revamp of credit card sourcing engine by integrating third-party APIs & Artificial Intelligence tools leading to 20% productivity increase at all levels.Devised Automation for case restoration, click-to-call, realtime calls to dialler, used AI fuzzy logic and OCR technologies leading to card creation in 5 minutes & enabling addition of 20K cards/month extra with same resources.Implemented realtime call recording of on-ground agents assigned for KYC pick-up, reducing customer denial/drop-off by 15% using cloud based mobile telephony.Liaised with Partner Bank for implementation of new data exchange norms by using partner’s API, KYC norms across systems and supervising downstream execution.With Risk Team, Formulated & Implemented realtime Geo-Code based verification to circumvent physical verification resulting in cost saving and TAT reduction.Proposed & Enabled 3 Business Continuity Solutions during COVID-19 Pandemic.

Led Development of Credit Card Application Processing engine on Salesforce (Telecaller Module), Android Mobile App for Capturing KYC Documents – Mobility App (Field Sales Team), Card On-boarding Setup(as per Vision+ protocols) for data transfer with Partner Bank, all from scratch.Started Cross Selling programs like “Bundled” program by liaising with 6 internal businesses resulting in 8K cards/month, managed channel integration like Consumer Durable POS, CIBIL Watch, etc.Started “Micro Units” at Pune & later expanded to 5 locations: managed setup of “Convox Android Dialer” for each center.Managed Capabilities Projects like DIY Web Application, e-Sign, DMS, Customer – Eye Integration with Telecaller Module.Created & Monitored “Application Tracking” project, along with the SMS communications; driving 1.2L traffic/month on corporate website.

The project aims to provide solutions for improving three collection & retention agencies hired by Idea.Learnt and Developed, >Short training program for tele-callers >Data Allocation Process >Daily & Weekly Team ReviewsCompared & analyzed the call centers on 7 parameters, Analyzed the sales data, and Recommended Idea Cellular Ltd. to check the sales quality & revamping of office space & environment.Day-to-day processes of Operations in Telecom-Industry, & BPO Management under Idea Cellular Ltd in Delhi area.