• Collaborated with CEO and cross-functional teams to align product deliverables with business goals.• Developed an end to end internal Ticketing System, which improved SLA for support and sales.• Led the development of comment system, problem and contest, improving UI/UX along with marketresearch results in stickiness by 30%.• Implemented gamification and targeted marketing, increasing user retention in ”POTD” by 20%.• Authored PRDs and FRDs, streamlining project execution.• Utilized data-driven methodologies to prioritize features aligning with strategic objectives.

• Led a team of 12 members, including Problem Setters, TAs, and TCEs, to achieve event goals in alignment with business requirements.• Delivered expert product support by diagnosing, troubleshooting, and resolving complex technicalissues.• Provided in-depth product knowledge to internal teams and end-users.• Worked closely with product, engineering, and customer success teams to identify product issues,drive improvements.

Developed and actualized customer service initiatives to decrease wait times.• Responded to customer calls and emails to answer questions about products andservices.• Informed customers about special promotions and provided detailed information forvarious products.• Maintained customer satisfaction with forward-thinking strategies focused onaddressing customer needs and resolving concerns.