India
I am a Senior Program Manager at Amazon, dedicated to solving complex customer experience and operational challenges at scale. With over 5 years of experience, I specialize in untangling misaligned processes and architecting innovative solutions that deliver significant impact. Who I Am I am a pragmatic problem-solver with a proven track record of transforming ambiguous, large-scale issues into structured, executable roadmaps. My passion lies in identifying hidden pain points in the customer journey and implementing systemic fixes that benefit millions. My Expertise • Customer Experience Transformation:Redesigned India's returns policy and standardized resolution paths for 75M customers, significantly improving satisfaction. • AI-Driven System Architecture:Architected an AI-powered support system, handling thousands of interactions 24/7 and boosting resolution speed by 300%. • Operational Excellence & Impact:Delivered over INR 1,000M+ in savings by building more efficient systems that simultaneously enhance customer experience. • Strategic Program Leadership:Excel at translating complex problems into clear strategies, securing leadership buy-in, and leading cross-functional teams (15-30 stakeholders) to successful execution. My Goals I am driven to continue leading high-impact programs that leverage technology and strategic thinking to optimize operations and elevate customer satisfaction within dynamic, large-scale environments. I am particularly interested in opportunities where I can apply my expertise in AI, e-commerce, and operational strategy to drive significant business outcomes. If you're interested in connecting or discussing innovative solutions, please reach out at [email protected].
• Elected by 450+ students; Initiated corporate relations with 30+ new recruiters & 100+ business leaders • Strategized & successfully executed the first virtual Final Placement process, achieving 100% placements • Achieved highest ever average CTC of ₹26.2 LPA (4%↑) with 77% of students receiving ₹20+ LPA offer • Coordinated with 100+ Recruiters with 23+ new recruiters (Qualcomm Ventures, Ericsson, BMW, etc.)
Performance enhancement via Digital Transformation (DT) for energy sector client • Identified 12+ KPIs and developed a comprehensive Dashboard in Power BI for Project Monitoring • Prepared project schedule in MS Project of 165 activities, considering various interdependencies • Reviewed 100+ research papers to identify 27 analytical models using AI/ML for deployment by client • Ideated 8 innovative promotion concepts, complied unique change management solutions for DT • Reviewed 50+ articles to collate 16 viable digital technologies for client adoption (Digital Twin, IoT, etc.)
Project: Built a detailed digital marketing strategy for an OTT Platform using a budget of 50L for 1 year (Feb 2021- April 2021) • Conceptualized INDFLIX, OTT platform, demarcated TG through survey of 100+people • Strategized Pay-per-view model, shortlisted 3 channels to achieve 93868 conversions annually • Demarcated target audience using customer persona, usage rate, streaming behavior, purpose and the main value proposition based on survey from 100 people • Shortlisted 3 digital channels based on active users- Google Search Ads, YouTube, Facebook & Instagram to achieve total 93,868 conversions annually
• Headed a project worth Rs. 1 crore of preparing a Detailed Project Report of the rural road in Katihar • Led a team of 9 people from inter-disciplinary backgrounds • Saved Rs. 50,000/km by using 10% plastic in the bitumen mix