Riya Malik Email & Phone Number

Mumbai, Maharashtra, In

• Managing a high value portfolio exceeding $20 million in annual revenue, ensuring customer success and satisfaction across all engagements. • Directly contributed to a 25% revenue growth across all accounts through strategic relationship management, upselling, and cross-selling initiatives.• Implemented targeted retention strategies, significantly reducing churn and securing existing revenue streams.• Enhanced customer experience by increasing the Net Promoter Score (NPS) by 25%, fostering stronger brand loyalty.• Spearheaded efforts to boost customer engagement, leading to increased survey participation and actionable feedback.• Built and maintained strong relationships with multiple stakeholders across various tiers, aligning business objectives and fostering long-term partnerships.• Partnered cross-functionally with sales, product, and support teams to deliver tailored solutions and ensure seamless execution of customer initiatives.

Mumbai, Maharashtra, In

Experience Summary: Commercial Bid Management, Commercial/Contract Negotiation, Risk Analysis and Financial Modelling, Reporting • Commercial lead focused on the development and execution of commercial strategy of customer proposals • Lead communication and evolution planning of the sales opportunity throughout all stages of the sales life cycle• Responsible to assess customer commercial/contractual requirements and the commercial flexibility required to win the opportunity, critical role in contract negotiation process as a Commercial Subject Matter Expert (SME) interacting with Clients & Internal teams. • Collaborate globally with Sales, Product, Marketing, Finance and Technical Sales Engineering to prepare strategic response for sales opportunities• Analyze and generate executive-level revenue commit and resource allocation reports for North America region • Enhance metrics reporting through efficiently designing dashboards using Power BI and Tableau• Improvise retention process for existing customers during contract renewals to ensure minimum revenue erosion• Perform Risk analysis, Failure Impact assessment and Financial analysis to meet strategic and financial goals• Construct multi-level business cases to maintain deal profitability and present it to senior management• Proficient in MySQL, Salesforce and Microsoft Office suite of products (PowerPoint, Excel, Word) to perform data analysis

Mumbai, Maharashtra, In

Experience Summary: Project Management, Strategy Development and Data driven decision making • Identified key drivers of slippage through data analysis and came up with multiple process improvement projects• Led projects E2E across operations value chain from Order Management to Service Delivery, established post project governance• Streamlined product delivery process to improve operational efficiency and customer experience• Worked with cross functional teams for adaptation of ‘First Time Right’ approach to deliver customer orders• Defined KPIs and tracked progress on a daily basis that resulted into 20% increased efficiency in order delivery• Engaged with global operations team to identify and implement reporting needs using Power BI• Launched Customer Centricity Campaign project globally to collect customer feedback at various levels. Analyzed customer campaigns and survey data to identify improvement opportunities in customer service operations• Initiated training & reward program for employees to align internal workings with customer feedback• Prepared status reports and strategic deep dives using Tableau for senior management• Used Microsoft Office suite of products extensively for project management, delivery tracking along with MySql database to perform data analysis

 Performed in depth Competitor Analysis to identify the strengths and weaknesses in product and marketing Conducted one on one session with Customers for Survey focused only on potential Filipino clients Recommended most effective medium of Marketing in Philippines for Builders based on survey & analysis Involved in designing the Marketing Campaign, Website Content, Marketing Campaign Content

Mumbai, Maharashtra, In

Experience Summary – User experience and design for digital assets critical to Omnichannel strategy • Revamped existing design and user experience of mobile based sales tool to streamline sales operations• Validated the designed wireframes in the fields and gathered feedback to enhance the User Experience

 Prepared research objectives(Goals and Preferences) using Synthesis Matrix for a new entrant in Indian market  Analysed the industry using Customer Landscape Analysis and provided insights for designing market strategy

Navi Mumbai, Maharashtra, In

Experience Summary –Data analysis to improve employee hiring and engagement process • Analysed employee attrition data using analytics to improve hiring decision-making process • Mapped the attrition analysis with Employee engagement survey to highlight the gaps in employee engagement

Mumbai, Maharashtra, In

Requirement analysis, Quality Assurance, Agile methodology• Worked with cross functional teams to deliver a unified product platform for sales personnel• Translated client requirements into functional documents, user stories, process & data model diagrams• Managed end to end user acceptance and testing process; established quality control measures. Involved in the complete testing life cycle – Test analysis, Test planning, Test execution & Defect Tracking• Led efforts to automate the test cases resulting into 60% reduction of the manual work across QA team• Worked in Agile mode of development using scrum practices, represented the team in the sprint planning, daily stand up meeting & estimated QA efforts• Designed and implemented automated testing tools and programs addressing areas including database impacts, software scenarios, regression testing, negative testing, error/bug retests and usability• Presented project status reports to senior management on weekly basis• Used SQL, Microsoft Excel extensively for extracting and analyzing complex data from multiple data sources• Received appreciation from client leadership for improving quality and experience of sales personnel

Studied about Power Distribution and Locomotive braking in Motive Power.

In

Studied about AC/DC electrical supply and storage of power in Overhaul Division.

Master Of Business Administration (Mba)

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Technology (B.Tech.), Electrical Engineering Technologies