As a Product Manager with extensive experience in call center solutions, IVRS, omni-channel systems, and social media platforms, I am dedicated to driving product innovation from concept to launch. With a strong foundation in full-stack development, I excel at bridging business needs with technical solutions, ensuring seamless product execution and delivery.Core Competencies:Product Lifecycle Management: Expertise in managing products from ideation to post-launch enhancements, focusing on delivering value at each stage.Roadmap Development: Proven ability to create product roadmaps aligned with business goals and customer expectations.Agile Methodologies: Proficient in Agile, Scrum, and Kanban, leading teams towards efficient, timely project delivery.Cross-functional Leadership: Strong collaboration skills with engineering, marketing, sales, and customer support teams to ensure a unified approach to product success.Data-Driven Approach: Skilled at using data analytics to prioritize features and refine product strategy based on user behavior and feedback.Technical Expertise:Full-Stack Development: Proficient in Node.js, React Native, Express.js, and TypeScript, with experience in building scalable, high-performance applications.Cloud & DevOps: Experience in AWS and Azure, along with cloud architecture and CI/CD practices.Telephony & IVRS Systems: In-depth knowledge of call center and telephony services, including SIP lines, CTI adapters, and CRM integrations (Salesforce, Zoho, Freshdesk).Microservices Architecture: Experienced in implementing event-driven microservices with service mesh infrastructure for scalable, reliable systems.Key Projects:HPCL IVRS Gas Refill Booking System: Led the development of a customer-friendly IVRS system, improving efficiency and user satisfaction.Omni Solution: Designed and implemented an omni-channel contact center, boosting customer engagement across multiple channels.Cling Social Media Platform: Currently developing a family-focused social platform aimed at strengthening personal connections.Customized Call Center Solutions: Delivered tailored telephony solutions for clients like Bajaj FinServ, enhancing operational efficiency and customer satisfaction.With a strong blend of product strategy and technical know-how, I am passionate about creating products that drive business success and enhance user experiences. Open to connecting with professionals and exploring opportunities for building impactful products.
Infinite Computer Solutions
View- Website:
- infinite.com
- Employees:
- 12243
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Technical LeadInfinite Computer SolutionsHyderabad, In
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Product ManagerDeepija Telecom Pvt Ltd Jun 2022 - Aug 2024Hyderabad, Telangana, IndiaDescription:Led the development and deployment of a comprehensive call center suite for Bajaj FinServLimited, focusing on streamlining payment collection processes, EMI reminders, andcustomer follow-ups. The solution integrated multi-channel communication, real-timetracking, and advanced analytics to optimize call center efficiency.Roles and Responsibilities:● Managed the entire product lifecycle, from conceptualization to post-launchoptimization.● Conducted extensive user research to define product features and align withbusiness requirements.● Led sprint planning, backlog refinement, and collaborated with cross-functionalteams to ensure on-time, high-quality delivery.● Worked closely with stakeholders across various teams to gather insights, ensuringthe solution met the financial industry’s regulatory and operational needs.Outcomes:● Increased payment collection efficiency by 25% and reduced customer complaintresolution time by 30%.● Successfully improved customer satisfaction by 20% and increased overall agentproductivity by 35%.● Boosted customer retention rates due to enhanced EMI follow-up processes. -
Project ManagerDeepija Telecom Pvt. Ltd. Sep 2019 - May 2022Hyderabad Area, IndiaDescription:Developed and launched a tailored Omni Call Center Suite for Star Health Insurance,enabling seamless integration of various communication channels (voice, email, chat, andsocial media). The platform facilitated streamlined interactions, enhanced tracking, and amore personalized customer experience.Roles and Responsibilities:● Led the product strategy, design, and development of the omni-channel call centersuite.● Defined and prioritized user stories, coordinated sprint planning, and ensureddelivery of high-quality features.● Collaborated with engineering, UX/UI, and QA teams to design an intuitive interfacethat simplified multi-channel communication for customer service teams.● Conducted stakeholder workshops to gather feedback and iteratively improved theplatform’s capabilities.Outcomes:● Increased customer engagement by 40% and reduced response times by 35%.● The platform was adopted by over 30 clients within the first six months, significantlyimproving client retention and satisfaction.● Reduced operational costs for Star Health Insurance by 20% through optimized agentworkflows and enhanced automation features.
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Service Delivery ManagerDeepija Telecom Pvt Ltd Jun 2017 - Aug 2019Hyderabad, Telangana, IndiaDescription:Managed the customization and delivery of a call center suite for the Bank of Baroda’s BGSS(Banking General Support Services) division. The suite was tailored to the bank’s specificoperational needs, including customer query handling, KYC management, and support forcomplex banking processes.Roles and Responsibilities:● Coordinated with the development team to customize the solution according to Bankof Baroda’s requirements.● Led agile ceremonies including sprint planning, stand-ups, and retrospectives,ensuring alignment with project timelines and client expectations.● Handled critical customer escalations, ensuring the smooth operation of call centerservices.● Monitored system performance and collaborated with technical teams to maintainhigh service availability.Outcomes:● Successfully reduced customer query resolution time by 30% through theimplementation of automated call routing features.● Improved overall system reliability by 20% through continuous performancemonitoring and optimization.● Achieved a 90% client satisfaction rating post-launch, leading to long-termcollaboration with Bank of Baroda.
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Business AnalystVignesh It Solutions Sep 2014 - May 2017Hyderabad Area, IndiaDescription:Led the development of an IVR-based LPG refill booking system for HPCL (HindustanPetroleum Corporation Limited), enabling customers to book LPG refills via automated voiceresponses or SMS. The system integrated with HPCL’s existing distributor managementinfrastructure.Roles and Responsibilities:● Gathered functional requirements from stakeholders and collaborated with thedevelopment team to implement the IVR system.● Managed system integration with the existing distributor network, ensuring real-timeupdates for bookings, cancellations, and delivery data.● Coordinated with telecom providers to ensure smooth operation of IVR-basedbooking services across the country.● Managed issue resolution and system maintenance, ensuring the platform's highavailability and reliability.Outcomes:● Improved refill booking efficiency by 35%, leading to a smoother customerexperience and reduced wait times.● Reduced system downtime by 25% through proactive maintenance and issueresolution.● Enhanced the integration of the distributor management system, ensuring seamlessdata flow and reducing manual errors.
Narsing Rao Education Details
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Information Technology
Frequently Asked Questions about Narsing Rao
What company does Narsing Rao work for?
Narsing Rao works for Infinite Computer Solutions
What is Narsing Rao's role at the current company?
Narsing Rao's current role is Technical Lead.
What schools did Narsing Rao attend?
Narsing Rao attended Woolf, Jawaharlal Nehru Technological University Hyderabad (Jntuh).
Who are Narsing Rao's colleagues?
Narsing Rao's colleagues are Shaik Areefulla, Mayureshwar S Rede, Raunak Kumar, Shital Dhumal, Daniel Cobb, Suniti Sainju, Bharat Songire.
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Narsing Rao
Empowering Organizations To Transform Supply Chains Into Growth Engines | Driving Operational Excellence And Sustainability | Logistics InnovatorIndia
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