Manager Customer Support

Aditya Gupta

**** *. **** **. *** Angeles, CA ***07 213-***-**** ac2i4m@r.postjobfree.com EXPERIENCE

Dun & Bradstreet – Malibu, CA September 2016 – July 2017 Product Manager, Portfolio Products

• Improved customer login rate by 15% by launching new customer dashboard for over 1M users in the US, UK, and Canada market. Defined KPIs, implemented GTM and performed A/B testing to track in-product customer experience to drive feature prioritization

• Reduced churn rate by 12.5% for the Credibility product by implementing customer engagement campaigns in and outside product

• Enhanced the Risk Management solution of the product by integrating AR data from QuickBooks, leading to 20% jump in revenue

• Launched the Risk Management and Credibility product in new markets, UK and Ireland by working with the EU teams

• Performed competitive benchmarking to standardize and re-price Business Credit Reports to restore market share for credit reports iApprove (start-up) – Los Angeles, CA December 2015 – August 2016 Product Owner

• Led creation of Consent App by securing funds from a VC, performed pricing strategy to determine tiered pricing, designed product and marketing roadmaps, and managing implementation of the website and app PricewaterhouseCoopers – San Jose, CA May 2015 – August 2015 Senior Associate Intern, Digital Strategy

• Created roadmap, performed vendor management, and led implementation of end-to-end DevOps solution using containerization technology for $57B healthcare client to achieve continuous deployment and integration by integrating tools

• Led a team to build an innovative healthcare enterprise app solution using wearable technology in 3.5 weeks Accenture – Pune, India August 2009 – April 2014

Senior Analyst (2013 – 2014)

• Performed project prioritization and delivery management of multiple product payment flows for a top banking and financial service client in US; saved about 30% time in SDLC by implementing rationalized operational capabilities

• Reduced journey completion time by 20% for the portfolio managers using an internal tool by re-designing and implementing new user flows, and aggregating screens for account management and investment decisions

• Won Zenith award for leading a 17-member global process improvement team to save $660,000 per year, for over 40 projects for Accenture by devising a performance evaluation and enhancement tool using data analytics Analyst/Associate Analyst (2009 – 2013)

• Persuaded leading US based Telecom client to implement a new feature in their retail e-commerce website to increase the revenue; acted as product manager through requirements gathering, resource allocation, and overseeing milestones of cross- functional team

• Won Rising Start award for driving $26.5B Telecom client’s 8 Tablet functionality delivery from conception to launch, by convincing stakeholders of the product, performing market and feasibility analysis, and leading cross-functional team

• Developed customer support workflow for PSTN Tablet and integrated diagnostic tool used by tech team in client’s Siebel CRM to decrease average time of issue resolution and decrease cost; provided training to the customer support team

• Co-managed product lifecycle for the ‘Buy’ user flow for Openreach website serving 3.3M customers; increased average order value by 12% through better placement of the products during the user flow EDUCATION

University of Southern California, Marshall School of Business – Los Angeles, CA May 2016 Master of Business Administration

• Leadership: Hi-Tech Association -VP of External Relations, Casing Coach, CTO of MarshallWear

• Internship: Cisco - Developed data analytics dashboard for Finance executives to draw insights in effort to reduce revenue leakage Synergy Consulting Group - Created market entry strategy using Stage Progression Strategy for Healthcare client University of Pune – Pune, India June 2009

Bachelor of Engineering, Electronics and Telecommunication ADDITIONAL INFORMATION

• Community Service: Created market strategy for Nipun to raise $77,000 yearly & increased social media presence

• Skills: MS Project, Excel, PowerPoint, Visio, Word, Tableau, SAS, Wireframing, Agile, SQL, ALM, JIRA, SSIS, ERP, CRM

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