ISHA LAKHOTRA

: +*-***(***)****; Email: adyczc@r.postjobfree.com

Certified Product Manager with 8+ years of industry experience, seeking a challenging position that offers me generous opportunities to explore & outshine while accomplishing personal as well as organizational goals. PROFESSIONAL EXPERIENCE

Sr. Vendor Contact Management Asc. (Amazon.com) (Sep 2015 - Oct 2018, Bangalore, India) Primary mandate was to identify issues faced by vendors with Amazon systems and provide best resolution using various technical and non-technical resources. I worked to manage queries and issues faced by vendors in North American and European countries. Trained in EDI (electronic data interchange) and trained in handling vendor categories like shoes, apparel and consumables.

Demonstrated Leadership – Customer Obsession by meeting and exceeding PRR (positive response rate) goal of 86% week on week, Bias For Action by ensuring customer queries are responded within handle time goal of 15 minutes, Ownership by ensuring follow ups on all Pending Amazon Action cases to ensure customer is kept updated on the current status of their issues, Insist on Highest Standards by ensuring best in class customer experience on every customer query handled, Are right A lot by ensuring first contact resolution on over 75% handled cases week on week, Earn Trust of Others by being a team player and Role Model for peers and new hires and an SMEs to help resolve andons. Achievements: 2015 performance evaluation rating: Exceeds, PRR champ: January, 2016 after which consistently achieved Productivity and PRR goals

Sr. Quality Analyst (Eclerx Global Services PVT.LTD) (Feb 2013 - Jun 2015 Chandigarh, India) Delivery required me to monitor call flows and service quality of support provided over phone calls to Talk-Talk broadband and phone customers in the UK. The role also required me deep diving into the various root causes of Sales Failures, appraisers and detractors of C-Sat etc.

Special Contribution – Initiated projects to reduce the handling time of customer contacts by listing common issues of customer contacts and suggesting training and SOPs on those issues. Prepared week wise comparison report of high deviation highlighting general Quality Gaps/Process Gaps of production teams and helped 20+ teams located in various geographies to achieve their production and quality targets. Got multiple SPOT awards for excellent work. Technical Support Expert (IBM Global Services) (Sep 2011 - Jan 2013 Chandigarh, India) Performed as a star SME in a pilot batch of NetGear Router Support in Green Light Process. As a Technical Support Expert I provided technical support over phone, email and chat to Netgear customers in North America and Europe. I also engaged in upselling other netgear products like Technical Warranty Packages to International Customers. Achievements: Exceeded customer satisfaction targets (>90%) continuously and delivered ~$40K quarterly sales. Customer Support Associate (Intelenet Global services PVT. LTD.) (Jan 2009 - Jun 2010 Chandigarh, India) Worked to support Platinum Gold Class customers which included industrialists and celebrities. My goal was to enhance the phone contact experience for these high profile Vodafone Customers. Achievements: Continuously met customer satisfaction targets. PROFESSIONAL EDUCATION

Certified Product Manager (PMC) (Feb 2022 - June 2022 The Product School, United States)

● Building collaborative and productive relationships with all stakeholders.

● Product vision and strategy via methodologies.

● Creative product innovator with a focus on competitive edge.

● Analytical problem solver Creative brainstorming and strategic thinking in solving complex issues.

● Managing deadlines, allocating resources, managing budgets and product prioritization.

● Competitive comparison with current market share.

● Market development. Identify and reach new market segments for products

● Persona Story Mapping, Program Reviews Product Life Cycle and supporting documentation (MRD, PRD, Go-To-Market plans and phases

Project work - Delivered a state of art product called ‘Rest & Reward’ - A loyalty program for a new york based stay & safe hotel and lodging services.

Bachelor in Arts - Political Science & Economics (April 2004 - Mar 2007 Kurukshetra University, India)