Aarti Choudhary

• Skilled at working independently and collaboratively in a team environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Demonstrated leadership skills in managing projects from concept to completion.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Managed time efficiently in order to complete all tasks within deadlines.

• Design and develop differential and customer first, intent driven communication platform for credit card servicing and maintenance with direct speech capability in Multi Language serving 115+ Million user interaction.
• Spearhead product expansion and directed 70+ features in program increment, prioritize tech work, define roadmap, end to end journey map, Identify and track metrics to continues improvements.
• Present weekly and monthly progress report to various stakeholder groups and project steering committee.
• Built more than 15 customer decision journeys on Genesys pure engage collaborating with Technology, Marketing, Legal and change Management team.
• Effectively communicate with senior leaders to define strategy and influence priorities across 19 stakeholder teams and 8 + dependent teams excel at building relationship with partner and internal teams.
• Conceptualize and built standard feature package and saved more than 60+ days of time to markets.
• Implemented product roadmap resulted in increased containment by 5+ % across business units.
• Engineer cross-functional scrum team with 12 team members to achieve short- and long-term objectives.
• Mentored – 5 Associate ’s on key skills i.e., Communicate effectively, Product ownership, Building and Leveraging relationship.
• Provided training and support to team members.
• Supported marketing teams, creating, deploying and optimizing campaigns for regulatory changes related to PSD2

• Global Product Owner contact platform lead product roadmap based on business strategy, user & market research, and performance metrics for 23 million user platform
• Revamped Identification and Verification for 9 markets resulting in upgraded verification by ~9 %.
• Manage and guide team of 5 Associate's , Goal setting, performance management, Coaching, mentoring, hiring, and training.
• Accomplished 7 % increase in customer acquisition structuring user journey for “missing detail- application” cohort.
• Proof of concept for “Sales indicator” on customer conversion to pro-sales funnel amplified revenue to 4 million in that quarter, Award and Recognition: From Business Unit President and India Head “Tribute Award in Q3-2019.
• Core member of SAFe transformation group moving 7 scrum teams to SAFe, framework for Scaled Agile Framework.
• Converted project specifications into drawings and other materials that would be used to create product
• Managed multiple projects effectively in demanding environment with tight deadlines

Achieved 1.5M reengineering goals for process enhancement and service optimization VR portfolio.

• Prioritize user stories and work with scrum team with sprint/timebox software development across 5 scrum teams.
• Worked with development team to define and implement customer change requests to enhance product functionality.
• Compared project goals and user experiences and recommended revisions to bring entities into alignment.
• Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.

• Conceptualized and formed internal quality monitoring for transactional and internal compliance sample monitoring for 55 agents.
• Increased audit results to 99.5 % from 88.5 % by Join forces with various ops stakeholders and liaison to cost avoid due to human error.
• Issued process control recommendations for QA improvement
• Supported development of materials, aids and curriculum to direct staff in procedures and operations
• Analyzed quality threshold metrics to compile QMS reports
• Enforced compliance with federal, state, local and internal regulations related to product quality and operational activities
• Created process flow guidelines, procedures and case templates through Visio and powerpoint

• CEO Award for Exemplary service - Customer Service Award- 2007, for High Value Customer Retention and creative thinking.
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Leveraged sales expertise to promote products and capitalized on upsell opportunities
• Coordinated timely responses to online customer communication and researched complex issues
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information

• Responded to customer needs through competent customer service and prompt problem-solving managed over 80 to 100 calls day
• Leveraged sales expertise to promote products and capitalized on upsell opportunities
• Described product highlights and benefits to help guide purchasing decisions.