● Spearheaded scalable product development from inception to completion, focusing on CSAT and FTR, achieving a 22.5% reduction in Agent AHT, a 15% increase in NPS, and saving 315K GBP.● Developed Agent Assist, an intent-based automated tool, improving KPI: AHT by 60% and agent productivity by 60%, yielding a cost benefit of 500K GBP.● Integrated ChatBot for customer self-help, reducing direct service contacts by 30% and improving NPS by 22%.● Optimized user journeys, which reduced player contact for top issue categories by 18% and enhanced overall user experience.● Ensured data privacy by anonymizing inactive player data per GDPR on 3rd party integrations.● Pioneered No Code development, increasing developer bandwidth by 50% and reducing UX & UI dependency. Promoted timely feature delivery and stakeholder coordination.● Decommissioned legacy CS Tools by collaborating with international stakeholders.● Championed communication and stakeholder management across technical and non-technical teams.

●Architected Events and ODVA (On Demand Video Assessment) for Recruiters and Hiring Managers, enabling both onsite and online events with seamless on-demand assessments, improving Time to Hire metric by 40%.●Streamlined onboarding processes, personalized user journeys, and in-app guidance, reducing time to value by 30%, enhancing utilization of key features, and increasing user adoption by 20%.●Orchestrated sales & discovery calls, mapping customer hiring, sourcing, and talent management processes. Secured paid customers.●Leveraged Data Analytics to identify user pain points and friction. Conducted AB testing, prioritized actionable features, and implemented user-centric designs, decreasing the churn rate by 15%.●Executed root cause analysis on SMS drop rates, introduced branded links in SMS content for both 1:1 SMS and Campaigns, increasing delivery and engagement rates by 70%, and addressed TCPA regulations to avoid spam classification.●Transformed the ux and effectiveness of SMS & Email Campaigns aimed at 'Talent Marketers' by revamping the template management system, leading to a 65% increase in open rates with significant engagement improvements.●Amplified campaign delivery through multi-threaded systems while refining algorithms for identifying invalid candidate details; achieved an impressive rise in clicks by 48% and subscriptions increased by 35%.●Collaborated with cross-product and functional teams to develop advanced AI-enabled features supported by data and machine learning models, increasing subscriptions by 8% and retention by 27%.●Directed the development, integration, and implementation of WhatsApp communications for the RX platform, providing a personalized experience to Sourcers, Talent Marketers, and Recruiters, increasing application rates by 22%.●Curated product guides and video manuals for customers and CS Teams, reducing issue tickets by 35%.●Facilitated Product and Scrum-Agile Trainings, enhancing productivity and efficiency by 50%.

● Administered digital marketing campaigns for 200+ clients, effectively consulting and assisting in achieving end goals, resulting in a 30% increase in conversions and a 50% surge revenue surge for the organization.● Employed data analytics to understand the campaign performance and deployed strategies to improve client’s Ad engagement. ● Constructed a centralized platform for Digital Account Managers to monitor PPC campaign performance, customer ROI, and overall marketing budgets, enhancing relationship management and efficiency.

● Introduced the use of QR Codes for luxury item deliveries as part of the Kaizen initiative, significantly reducing wrong deliveries, enhancing customer and seller satisfaction, and streamlining logistics.● Directed a team of 11 to establish processes and frameworks for the new Amazon Development Centers in Pune and Noida, covering verticals such as Amazon Business, Amazon.in Customer Support, and Amazon Global Store.● Collaborated with BTP to set up a customer operations center in rural UP as a CSR initiative.● Utilized real-time feedback mechanisms, conducted user surveys, and applied data insights to enhance customer support, ensuring timely issue resolution and a positive user experience, resulting in a 35% reduction in repeat contacts.● Engaged with cross-functional teams to improve Amazon Pay by resolving payment grievances, failures, and frauds, boosting CSAT for APay issues by 42%.● Launched the Concession Abuse Prevention (CAP) initiative, reducing incorrect item delivery issues by 10%.