Reena Thakkar Email & Phone Number

San Jose, CA, US

San Francisco, California, US

• Conducted discovery and impact analysis for sales vertical integration within the networking enterprise.
• Designed and implemented end-to-end processes and workflows for Meraki Support.
• Implemented Support BOT (CSA) tooling for internal Cisco employees, enabling quick access to case and escalation statuses. This initiative reduced a considerable customer support workload.

San Francisco, California, US

• Created standardized processes and playbooks for Customer Success Managers across all verticals, promoting consistent practices and improving customer engagement.
• Partnered with leadership to strategize and establish metrics, frameworks, and analysis methods for success planning and adoption.
• Delivered insightful progress updates and constructive feedback to leadership, steering project initiatives with actionable next steps.
• Collaborated with the Training & Enablement team to fulfill ongoing development and training needs for Customer Success Managers.
• Rolled out the CS Console tool for the Customer Success team, enhancing operational efficiency.
• Developed comprehensive project plans for the customer success team roadmap, consistently communicating status, risks, and issues to stakeholders.

• Biz Operations Support Lead for SaaS -Umbrella Team. Supporting Sales force Sales, Service and CPQ modules.
• Managed Salesforce administration for the Umbrella operations team, overseeing 1200+ user accounts.
• Conduct scrum Calls with extended cross functional Biz and IT teams to drive the sprint/release deliverables.
• Running execute Committee Meets with IT Team and finalizing Scope for each Releases.
• Designing Process flows for the Release Structure in collaboration with IT Team.

San Jose, CA, US

• Business Analyst with Customer Experience (CX) - Business Operations Teams.
• Responsible for scoping the requirements and converting the requirements into User Stories for IT implementation for Monthly Releases.
• Managing project releases in Jira & Rally.
• Business Testing for Hadoop to Snowflake Migration.
• Data Analysis on Health Score Index using Hadoop/Snowflake.
• Managing Proof Of Concepts (POC's) with Business Owners on Data analytics and Implement for Visualization.

San Jose, California, US

• Sales force BSA for Apttus CLM module – gathering requirements for Legal, procurement, OM and sales team and creating user stories in Rally.
• Perform user acceptance testing and raising defects in Jira.
• Creating/Maintaining business requirement documents, use cases, Process flows & End User Guidelines for Legal/Sales & Marketing teams in Jira.
• Document business needs (requirements) of clients and stakeholders using techniques like prototyping, use cases, wire frames, JAD sessions, etc.
• Creating Master Documentation for all the Processes build in Salesforce for Apttus CLM.
• Working with Solutions Architect and design interface Processes for Salesforce.

San Francisco, California, US

• Present dashboards to business executives using analytics tools like Tableau on features used by end user on Mobile Apps/Wells Fargo website & drive future enhancement strategies.
• Data Mine & Analyze customer trends, usages, Polls& customer surveys to come up with user experience enhancement strategies.
• Present product/feature usage analysis to different business unit heads within Wells Fargo.
• Facilitating requirement gathering session with business users and creating Business Requirements documents.
• Conducting walkthroughs with the stakeholders, Biz users to gather new requirements, modify existing features.
• Tracking Project Status, milestones, user stories and team collaboration in Rally.

• Present Issue Tracker, Project Status on weekly basis to business sponsors.
• Conduct requirement gathering sessions with Business for Order Management and Supply Chain modules.
• Involved in Functional/Technical requirement document reviews and sign off.
• Perform business user acceptance testing (UAT).

• Presenting/Reporting the Sales & Marketing Strategy to regional, marketing and channel heads within HSBC.
• Led the Business solutions in developing a mobile application for tracking the daily investment values for HNI clients.
• Facilitating product development initiatives involving mapping of business requirements and in depth evaluation of client feedback to carry out modifications in product attributes.

• Worked as a team member in developing a SMS project on daily market update to all its investors & distributors.
• Handling direct sales & marketing of Mutual Funds products to Private, Foreign banks, other institutional outlets and to High Net worth Individuals (HNI’s).

Master Of Business Administration - Mba, Marketing & Finance

Bachelor'S Degree, Business/Commerce, General