Prashant Bahuguna Email & Phone Number

Chandigarh, Ch, In

Chandigarh, Ch, In

Chandigarh, India

Chandigarh, India

Bengaluru, Karnataka, India

1. Conducted Developer Needs Analysis: Conducted thorough research and analysis to understand the requirements, preferences, and challenges of developers using our products.2. Developed Developer Experience Strategy: Developed and executed a comprehensive strategy to optimize the end-to-end developer experience, including onboarding, documentation, SDKs, tools, and support resources.3. Created Product Roadmap: Collaborated with cross-functional teams including engineering, design, marketing, and customer success to define and prioritize features and improvements that enhance the developer experience. Created and maintained a clear roadmap aligned with business objectives and developer needs.4. Defined Tooling and SDKs Requirements: Defined requirements and priorities for developer tools, libraries, SDKs, and other resources that streamline the integration and development process. Ensured these tools were well-documented, easy to use, and compatible with popular development environments and frameworks.5. Established Feedback and Iteration Mechanisms: Established mechanisms for collecting feedback from developers. Used this feedback to identify areas for improvement and iterated on existing features to enhance the overall developer experience.6. Facilitated Cross-Functional Collaboration: Collaborated closely with product management, engineering, design, marketing, and support teams to ensure alignment on developer experience initiatives. Championed the needs of developers throughout the product development lifecycle.7. Monitored Industry Trends: Stayed on top of industry trends, best practices, and emerging technologies related to developer experience, and incorporated relevant insights into our product strategy and roadmap.

Chandigarh Area, India

1. Project Execution and Team Coordination: Achieved project goals by engaging effectively with project teams, stakeholders, enterprise architects, strategists, technical subject matter experts, business partners, and strategic partners. Set clear expectations with business partners and managed day-to-day interactions during project execution and delivery.2. Agile Methodology Implementation and Roadmap Development: Introduced agile methodology for product development, enhancing team efficiency and flexibility. Collaborated with cross-functional teams to define and maintain a product roadmap aligned with business objectives and developer needs.3. Project Planning and Requirements Management: Conducted project planning and scheduling, managed tasks, and coordinated project resources to meet objectives and timelines. Analyzed and defined business requirements, converting them into technical documentation and wireframes. Worked closely with the development team to identify and extract the best functional requirements.4. Agile Ceremonies and Progress Tracking: Organized and facilitated daily scrums, sprint planning meetings, sprint reviews, and retrospectives. Monitored project progress, managed and escalated issues and risks, and proactively identified and resolved obstacles to ensure project deliverables were met. Maintained the product backlog using JIRA, and defined acceptance criteria for user stories.5. Client Interaction and Quality Assurance: Collected information from existing clients to understand product desires and inform future development. Ensured quality execution in the delivery of projects, services, and solutions to drive satisfaction, loyalty, and maintain high customer and partner experiences. Oversaw and streamlined the digital marketing team for in-house projects. Provided regular and timely feedback to team members and their respective managers.

Hyderabad Area, India

1. Managed a dynamic team of Product and Sales Specialists, providing guidance and support to ensure optimal team performance and achievement of strategic objectives.2. Stakeholder Collaboration: Worked closely with project managers, business partners, subject matter experts, and stakeholders to develop key performance metrics. Delivered comprehensive business analyses that informed strategic decisions at both product team and senior management levels.3. Client Engagement: Actively solicited and compiled feedback from existing clients to identify their product preferences and requirements, facilitating targeted product development initiatives and enhancements.4. Documentation Management: Oversaw the organization and maintenance of critical business documents, including business rules, requirement specifications, wireframes, and functional requirements. Ensured all documentation was accurate, accessible, and aligned with project needs.5. Agile Project Management: Facilitated Agile methodologies such as daily scrums, sprint planning meetings, and sprint reviews. Strategically planned sprints to meet project milestones and deliverables, fostering a collaborative environment focused on achieving project objectives within specified timelines.

Hyderabad Area, India

1. Streamlined and managed the chat process team by implementing third-party software on the company’s website, providing clients with a one-stop solution for technical issues.2. Hired, mentored, and trained the team, while managing quality control for processes and training.3. Coordinated between the sales team for effective revenue generation and the technical team for timely client assistance through procedural documentation.4. Managed and monitored client escalations in collaboration with the Incident Management (IM) team, ensuring timely resolution.5. Supervised team follow-ups and client coordination to maintain a smooth workflow and ensure timely solutions.

Hyderabad Area, India

1. Quality Management for Team Communications: Managed the team's quality for calls and chats using various tools, including LivePerson for chats, HPSM for ticketing, ACR for call monitoring, and ENGINE (an inbuilt tool from UNISYS) for publishing data points.2. Process Training and Development: Conducted group training sessions to enhance the team's understanding and execution of processes, ensuring they are well-equipped to handle their responsibilities.3. Handling Client Escalations: Addressed and resolved client (level 2) escalations related to hardware and software systems, covering operator/network-based issues, API integration, and procedural concerns.4. Technical Support: Managed the team's voice and non-voice (emails and chats) queues to provide technical support for hardware and software systems and applications post-sales, ensuring clients received timely and effective assistance.5. Reporting: Identified real-time outages and promptly reported them to the Incident Management (IM) team to ensure swift resolution and minimal impact on clients.

Noida Area, India

1. Monitored call transactions to ensure adherence to quality and compliance standards, identifying areas for improvement and ensuring consistent service delivery.2. Root Cause Analysis (RCA): Conducted detailed Root Cause Analysis (RCA) reports to uncover the underlying causes of recurring issues, providing insights and recommendations to prevent future occurrences.3. First Call Resolution (FCR) and Feedback: Provided comprehensive feedback to agents and ensured that issues were resolved during the first call before approving any transaction, thus enhancing customer satisfaction and operational efficiency.4. Training and Assessment: Conducted training sessions and assessments to enhance team knowledge and skills, ensuring that staff were well-prepared to handle customer queries and deliver high-quality service.5. Quality and Communication Skills Enhancement: Led group sessions focused on improving quality and communication skills, utilizing the CQ sheet to identify and implement strategies for reducing manual work and increasing efficiency.6. Quality Assurance (QA) Coordination: Aligned Quality Assurance (QA) activities by conducting floor dipsticks and publishing detailed reports on a weekly basis to track performance and identify areas for improvement.7. Performance Reporting: Published weekly performance reports to provide transparent and actionable insights into team performance, helping to drive continuous improvement and accountability.8. Cross-Functional Collaboration: Interacted with various resources within the workspace, including business development and analyst teams, to share insights and collaborate on improving processes and service delivery.9. Quality Guidelines and Policy Improvements: Identified and suggested changes to predetermined quality guidelines and policies, ensuring they were up-to-date and reflective of best practices and operational needs.

Noida Area, India

1. Handled customer escalations through inbound calls, chats, and emails, resolving equipment and application-based issues by performing troubleshooting steps.2. Collaborated with the Training and Quality team to maintain and update self-help documents for customers and product knowledge sheets for employees, ensuring timely and effective customer assistance.