Program Manager Customer Experience

Aishwarya G S

Bangalore +91-994******* ****************@*****.*** LinkedIn

SUMMARY

Associate Program Manager with 2+ years experience in stakeholder management, product operations, customer experience, analytics, team management and cross functional program management. A quick learner, demonstrating a strategic approach with an action-oriented mindset.

WORK EXPERIENCE : Simpl

Associate Program Manager October 2020 - Present

Product

Single handedly managed all the modules of digital communication for reminder journeys.(SMS, IVRs, Flash, email and Push notifications). - Design, integration, testing, validation and monitoring the success rates in Loggly and PowerView.

Experimented and analyzed the impact of communications by changing the frequency and content on various user segments. Impact-> increase in CTR and collection.

Saved 62.8 Million per year on communication channels by optimisation (experiment driven).

Automated several processes on CRM and assisted Analytics team build a Powerview dashboard to measure communication channel efficiency.

Identified operational inefficiencies in several processes and sought opportunities for automation. Provided the engineering team with necessary requirements, designed test cases, and validated developed features.

Collection Process

Digitalised the Demand Notice process and saved up to 86% of the collection cost for DPD 100+ users after analyzing the ROI of physical demand notice process.

Introduced Ad hoc communication process to improve collection percentage. Significant increase in collection by 28% excluding the service cost.

Revamped the complete reminder journey

Introduced and conducted multiple customer feedback surveys to improve collection efficiency.

Vendor Management

Monitored service performance against SLAs

SOP creation.

Procurement and invoice validation/approval

Infra

Documented and trained the Leads to troubleshoot Level 1 IT issues resulting in 45% shrinkage in the jira ticket size.

Installed ManageEngine-Endpoint central a patch management tool to over 230 employees in the span of 15 days.

Developed multiple SOPs and streamlined the process in Operations(Inventory and people management) Customer Experience Officer October 2018 - September 2020

2 years’ experience in Risk management, especially in unsecured lending products with an understanding of regulatory guidelines on credit, provisioning norms.

Experience in managing /building scorecards and Skip Tracking to ensure collections and customer satisfaction.

Successfully achieved 90% of the Target Month on Month consistently and Awarded Best performer of the year. EDUCATION

Bangalore Institute of Technology - Bachelor of Engineering -BE Information Science April 2018 SKILLS

Stakeholder Management SOP Development Product Adoption Customer Survey Product Management Team Leadership Template Management Vendor Management Customer Support SQL TOOLS USED

CRM(Internal, Leadsquared) Zendesk Clevertap Jira Zonka ManageEngine MS Excel Loggly Airtel & VIL DLT Metabase PowerView

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