Abhijay Pal

Results-driven Product Manager with over 8 years of experience designing and delivering innovative digital solutions. Proven expertise in product strategy, cross-functional team leadership, and translating customer needs into actionable roadmaps. Adept at utilizing data-driven insights to optimize products and exceed business objectives. Recognized for driving impactful product improvements, enhancing customer satisfaction, and fostering team success.

Work from Home Migration, Managed 1500 employees during COVID-19, Conduct Surveys, Device Allocations, Reimbursements, Multiple Cross Skilling, Launch Email Support, Creation of automated CRs, Creating robust audit mechanism for compliance adherence, 100% Employees migrated to WFH | No Compliance breach | Quality assured Tier 2 Process setup & Optimization, Partnering with Consult L1.5 and L2 Teams, Monitoring stuck consult cases, Managing escalations, tools and product team's intervention, Piloted T2 teams with 5 agents | Ramped team to 20 FTEs | Impact: $141690 Service Revenue Program (Upselling for Google AdWords), Provisioning Ads optimization and fine usage of tools and AdWords, Crafted learning paths workflows, call flows, scripts and verbiages to enhance customer experience, Designed right agent skillset, Led performance evaluation methodology to execute program successfully, Pilot successfully hiked to 100% of the floor | Billing profit by 1.2 times Relationship Care, Providing resolutions post-calling for the queries raised, Created process flows, email CRs while collaborating with tools team to identify CRM pitches and methodologies, RTF [Refer to Friend] increased by 5% Value Generation (Upselling), Identifying sales opportunities during inbound calls/chats, Developed 'Build the Bridge' program, training, transition plans and quality and compliance framework, Created point-based system on impact of pitch on user's account, Value generation with 100 FTEs | Revenue hiked by 4%

• Innovation in Marketing Strategy – Developed targeted digital campaigns that reduced customer acquisition costs by 30%.
• Excellence in Client Engagement – Enhanced customer solutions for Google Ads, improving campaign performance by 35%.

• GTM Initiative Performance Tracking – Google Operations Center
  Scope: Created and managed dashboards for GTM metrics, allowing stakeholders to access real-time data on campaign performance.
  Outcome: Improved visibility and strategic decision-making, enhancing campaign effectiveness by 20% through targeted adjustments.
• Cross-Functional GTM Optimization
  Role: Led the execution of global GTM initiatives, identifying bottlenecks and implementing improvements.
  Impact: Reduced time-to-market by 15% for APAC and EMEA campaigns and increased customer engagement by 25%.