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Work Background
AmazonSenior Program Manager
Apr. 2024Cupertino, California, United StatesLeveraging the power of GenAI and LLMs to deliver smiles to Billion+ customers...
EltropyDirector of Customer Success
Jan. 2021 - Apr. 2024San Jose, California, United States• Led a team of highly capable Customer Success Managers to support Eltropy’s Tier-1 enterprise accounts, achieving 93% GRR over 2 years
• Implemented a scalable onboarding program using standardized process, and customer success lifecycle management tools (ChurnZero, GuideCX), increasing efficiency and reducing time-to-value for clients by 30%
• Introduced In-App Assistance tooltip, providing customers with self-service resources, resulting in a 20% reduction in support ticket volumes
• Evangelized Eltropy’s top-of-line AI Agents (Voice/Chat) and Conversational Intelligence (CI) offerings to turbocharge Contact Center interactions for community financial institutions
• Decreased in-bound training requests by 20% using eWebinars to deliver new product feature highlight reels and self-paced product training
• Introduced post-implementation CSAT surveys, to gauge impact and continuously improve onboarding procedures, driving CSAT to all-time of 4.6/5 (92%) Highlights:
• Took up additional responsibility to work as AI Conversation Designer
• Created for AI-Chat and AI-Voice assistants for Medium to Large-sized Credit Unions, using both FAQs and API integrations to banking cores for Authenticated conversations (including PSTN/SIP transfer to Contact Center systems)
• Secured customer renewals for Eltropy’s products by leveraging usage metrics to showcase the continuous value of the product or service, and skillfully negotiating contract renewals to maintain long-term business relationships
AppleProduct Analyst (Contract)
Apr. 2019 - Jan. 2021Sunnyvale, California, United States• Implemented enterprise-wide IT incident management and notification program spanning 13000+ users in product support and IT operations orgs.
• Reduced Mean time to Response (MTTR) SLA breaches from 34.8% to 12.6% and reduced Resolution Turn Around Time (TAT) SLA breaches from 13.2% to 5.4%
• Reduced licensing cost by centralizing procurement, reducing monthly license expense by ~$100k/month
MphasisProduct Design Manager
Nov. 2016 - Apr. 2019San Jose• Developed prospect qualification engine for boutique bank using social media analytics tools to provide 360-degree view of prospect for cross-sell and up-sell opportunities, increasing customer lifetime value (CLTV) by 15%
• Led a cross-functional team to rebuild Fortune 500 banking client’s investment management website from scratch in Drupal 8 CMS - reducing website publishing and update time by 80% (from ~2 weeks to 3 days) • Created Proof of Concept (POC) for a US Top 5 Grocery Store chain using AR/VR to reduce time for store re-design and enhance the in-store experience to increase revenue
InfosysProduct Consultant
Aug. 2010 - Nov. 2016Orange County, California Area• Orchestrated 50+ client presentations, oversaw 20+ proof-of-concepts & won 3 deals totaling over $1M • Redesigned and upgraded 100+ integrations to replace legacy loan origination systems for South Korean automaker; reduced total cost of ownership (TCO) for client by 40%, from $8M to $5M
• Designed Siebel CRM-based solutions for captive auto-finance processes and automated customer correspondence, decreasing effort and time spent by customer service reps by 60%
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