Manish Puri Email & Phone Number

Delhi, India

-Led UI/UX & Engineering team using Agile to develop competitive features in Web & APP-based products & managed product life cycle-Worked with field/sales channels to understand the pain point across the whole process of sales in the distribution channel.-Prepared Low fidelity designs & Customer journey flow to showcase the features of proposed solutions with user acceptance criteria-Presented the findings while proposing the required digital solution to overcome the pain of the stakeholders-Prioritized roadmap with developers aligning product vision with the market needs & business strategy.-Introduced product insights dashboards ( Web & Mobile ) in Firebase ( Google Analytics) for stakeholders for better product visibility.-Planned sprint for the development as per the calculated priority & aligned resources for timely execution of the tasks with a successful rate-Did competitive research for the advancement of product & introduced 4 features to customer engagement including Whatsapp reports

Gurgaon, India

-Developed & executed a training program of 38 agents & resulting in a 45% increase in employee satisfaction-Headed social escalation team of 35 advisors & 2 SMEs with daily tracking of customer engagement in the company-Ideated short links procedures, reduced agents' AHT by 3-5mins; Built process flow diagrams of ~25 SOPs-Conceptualized & implemented 6+ ideas & methods in the product and led to 85% accuracy in the report-Hired & oriented 15+ advisors for the team to support upcoming social posts' volume on the company's social wall-Owned idea generation project, monitored 220+ ideas and acted as Ichamp in the organization for idea validation

Gurugram, Haryana, India

-Mentored product life cycle of product- VR3 - 12k+ users & achieved 23% AHT reduction-Designed 12+ wireframes in 4 stages of the user journey and 8+ exceptional cases with persona & user stories & created MVP of all 3 functions-Conducted product demos to clients and arranged 16+ meetings for demonstrations - virtual and onsite for customer requirements elicitations.-Assessed product training requirements for 5+ clients, prepared & implemented for post-release support & created product user manuals-Targeted client queries of call volume for 3 months & inspected major pain areas of product operations-Conducted functional testing internally and with 8+ clients and presented 6+ ideas for product improvement