Product Manager

• Mar 2023 - Present

Graduate Field Engineer

• May 2021 - Dec 2022

Worked as a Graduate Field Engineer at RailTel which includes following roles- • Worked as an Account Manager, Product management and Primary Field Consultant for the ERP product of RailTel installed at all Govt public health centers and railway hospitals in the purview of Lucknow Division in NER zone. • Stakeholder management: Being the SPOC (Single Point Of Contact) and liasioning channel amongst – 1/ End users (Patient), 2/ Primary stakeholder (Doctors and Medical staffs), 3/… Show more Worked as a Graduate Field Engineer at RailTel which includes following roles- • Worked as an Account Manager, Product management and Primary Field Consultant for the ERP product of RailTel installed at all Govt public health centers and railway hospitals in the purview of Lucknow Division in NER zone. • Stakeholder management: Being the SPOC (Single Point Of Contact) and liasioning channel amongst – 1/ End users (Patient), 2/ Primary stakeholder (Doctors and Medical staffs), 3/ Escalation points (RailTel senior management and leadership), 4/ Production feedback loop (Product managers and Engineers). Also, handled all the direct and repetitive support tickets thereby saving cost and bandwidth of solution engineering teams. • Customer success: Managed the accountability of alignment and proper implementation post and pre product releases. Additionally, owning resolution for technical support and incident management with the help of relevant internal teams. • Training and Team Development: Led a mentorship programme for recent joinees and elevating them to be beyond the healthcare industry benchmark expectations and new updates to ERP system, and internal processes. Also led a PAN India platform training for 200+ attendees including Chief medical officers. • Business Development support: Conducted Demo and awareness sessions for primary customers and acted as specialist for lead generation. Also, managed inspection visits and leadership queries for everything in the region of operation. • Analyst for the product teams: Articulated customer side product asks to the engineering units and product managers with defining directions for customer empathy. Carried out product evangelizing actions and participated in sandbox testing frameworks of new feature pre-launch. • Data collection: Data collection work for implementation into project. Worked on Project – Hospital Management Information System (HMIS) of Indian Railways Show less Worked as a Graduate Field Engineer at RailTel which includes following roles- • Worked as an Account Manager, Product management and Primary Field Consultant for the ERP product of RailTel installed at all Govt public health centers and railway hospitals in the purview of Lucknow Division in NER zone. • Stakeholder management: Being the SPOC (Single Point Of Contact) and liasioning channel amongst – 1/ End users (Patient), 2/ Primary stakeholder (Doctors and Medical staffs), 3/… Show more Worked as a Graduate Field Engineer at RailTel which includes following roles- • Worked as an Account Manager, Product management and Primary Field Consultant for the ERP product of RailTel installed at all Govt public health centers and railway hospitals in the purview of Lucknow Division in NER zone. • Stakeholder management: Being the SPOC (Single Point Of Contact) and liasioning channel amongst – 1/ End users (Patient), 2/ Primary stakeholder (Doctors and Medical staffs), 3/ Escalation points (RailTel senior management and leadership), 4/ Production feedback loop (Product managers and Engineers). Also, handled all the direct and repetitive support tickets thereby saving cost and bandwidth of solution engineering teams. • Customer success: Managed the accountability of alignment and proper implementation post and pre product releases. Additionally, owning resolution for technical support and incident management with the help of relevant internal teams. • Training and Team Development: Led a mentorship programme for recent joinees and elevating them to be beyond the healthcare industry benchmark expectations and new updates to ERP system, and internal processes. Also led a PAN India platform training for 200+ attendees including Chief medical officers. • Business Development support: Conducted Demo and awareness sessions for primary customers and acted as specialist for lead generation. Also, managed inspection visits and leadership queries for everything in the region of operation. • Analyst for the product teams: Articulated customer side product asks to the engineering units and product managers with defining directions for customer empathy. Carried out product evangelizing actions and participated in sandbox testing frameworks of new feature pre-launch. • Data collection: Data collection work for implementation into project. Worked on Project – Hospital Management Information System (HMIS) of Indian Railways Show less

Operations Executive

• Nov 2019 - Aug 2020

O Business Operations for Flights team: Operated on command based tools like Travelport and Amadeus for computing and refund processing on cancelled and No-show tickets. Provided the economic sensitivity towards the end-customers' trust and stickiness to the platform, key KPI was to adhere to the SLA with almost <1% error margin. O Business Development- Pitched PayTM Flights Business Travel Plan to potential Corporate Travel admins (clients PoC) and grew partnerships for Flights team… Show more O Business Operations for Flights team: Operated on command based tools like Travelport and Amadeus for computing and refund processing on cancelled and No-show tickets. Provided the economic sensitivity towards the end-customers' trust and stickiness to the platform, key KPI was to adhere to the SLA with almost <1% error margin. O Business Development- Pitched PayTM Flights Business Travel Plan to potential Corporate Travel admins (clients PoC) and grew partnerships for Flights team by ensuring them a smooth onboarding experience, making them understand value propositions and getting PayTM Flights as the priority toolkit. O Relationship Management- Post onboarding, supported the clients (Travel merchants) with any of their incidents related to bookings, cancellations or majorly Issue tickets and helped them resolve as primary contact. In cases of higher size tickets, assisted the internal specialist teams with business understanding of those issues whenever required. Also, maintained the trackers and excel files to record information (such as GST, Invoicing) respectively for each of these clients. O MIS and Data Management: Built and maintained Spreadsheets and dashboards on Excel and Google sheets, aiding the Team and the Lead as well as internal stakeholders to browse and track the reports around refund status, Airline level collated data etc. O Data Research and Analysis: Researched and worked on Fare Analysis on different standalone Airline portals. Identified the scope of differentiation for Paytm and presented those insights as value propositions opportunities. Show less O Business Operations for Flights team: Operated on command based tools like Travelport and Amadeus for computing and refund processing on cancelled and No-show tickets. Provided the economic sensitivity towards the end-customers' trust and stickiness to the platform, key KPI was to adhere to the SLA with almost <1% error margin. O Business Development- Pitched PayTM Flights Business Travel Plan to potential Corporate Travel admins (clients PoC) and grew partnerships for Flights team… Show more O Business Operations for Flights team: Operated on command based tools like Travelport and Amadeus for computing and refund processing on cancelled and No-show tickets. Provided the economic sensitivity towards the end-customers' trust and stickiness to the platform, key KPI was to adhere to the SLA with almost <1% error margin. O Business Development- Pitched PayTM Flights Business Travel Plan to potential Corporate Travel admins (clients PoC) and grew partnerships for Flights team by ensuring them a smooth onboarding experience, making them understand value propositions and getting PayTM Flights as the priority toolkit. O Relationship Management- Post onboarding, supported the clients (Travel merchants) with any of their incidents related to bookings, cancellations or majorly Issue tickets and helped them resolve as primary contact. In cases of higher size tickets, assisted the internal specialist teams with business understanding of those issues whenever required. Also, maintained the trackers and excel files to record information (such as GST, Invoicing) respectively for each of these clients. O MIS and Data Management: Built and maintained Spreadsheets and dashboards on Excel and Google sheets, aiding the Team and the Lead as well as internal stakeholders to browse and track the reports around refund status, Airline level collated data etc. O Data Research and Analysis: Researched and worked on Fare Analysis on different standalone Airline portals. Identified the scope of differentiation for Paytm and presented those insights as value propositions opportunities. Show less

Market Research Executive

• Jan 2019 - Jun 2019

Researched on different technologies and MNCs with their solution provider companies using different keywords. Searched for top level people of organization using company website and LinkedIn with their emails using company website, web search and tools like Name2Email and also maintained database in company portal and in excel sheet. Worked on projects- Microsoft, SAP and Contact Center Researched on different technologies and MNCs with their solution provider companies using different keywords. Searched for top level people of organization using company website and LinkedIn with their emails using company website, web search and tools like Name2Email and also maintained database in company portal and in excel sheet. Worked on projects- Microsoft, SAP and Contact Center