• University: Northeastern University
• College: NA
• Major: Information Systems Management
• Minors: NA
• Start Date: 05 September 2023

• University: Other
• College: NA
• Major: Computer Science
• Minors: NA
• Start Date: 04 July 2017

Product Specialist

Technical Product Specialist - Freshworks, India Sep 2021 - Aug 2023 Led the management of 20+ US mid-market accounts, driving a 30% reduction in Mean Time to Resolution (MTTR) for the Freshservice product by aligning technical resolutions with product goals and user needs. Collaborated cross-functionally with Product Management to influence product features & roadmaps by providing actionable insights from client feedback using JIRA, resulting in 75% increase in feature prioritization efficiency. Optimized complex business workflow, operations, asset, and project management modules using Freshservice and CRM tools, increasing the First Contact Resolution (FCR) rate by 28%. Developed and implemented underwriting guidelines and product coverage enhancements to improve product performance. Streamlined swift resolution of critical product issues as the primary contact for major incidents, coordinating closely with Engineering and Product teams to reduce outages and downtime by 60%, improving customer satisfaction. Spearheaded a user feedback loop, collecting and analyzing data via Excel and PowerBI, resulting in a 50-point rise in FAQ views and a 30-point rise in documentation downloads, directly boosting overall user engagement. Developed KPIs and performance dashboards using SQL and Tableau to monitor team performance, leading to a 38% improvement in workload efficiency and enhanced decision-making for product support teams. Collaborated with various teams, including Finance, Actuarial, Field Sales, Research and Development, Risk Management, and Claim, to achieve project goals.

• LGBTQ: no
• Ethnicity: Asian
• Disability: no
• Veteran: no
• First-generation College Student: yes
• Pell Grant Eligibility: no
• Work Authorization: yes
• Visa Sponsorship: no