ADITI KHANNA
Senior Product Consultant
Delhi,DL
Summary
Financial Planning Product Consultant with 7.5 years of experience in Customer Success and SaaS Product Support. Skilled in managing escalations, retaining high-risk clients, and translating complex requirements into clear product improvements. Strong in troubleshooting, JIRA documentation, and collaborating with product teams for timely issue resolution. Experienced in creating knowledge-base content and contributing to automation initiatives to improve customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Product Consultant
Morningstar
Gurgaon, Haryana
09.2023 - 12.2025
- Took ownership of high-severity escalations and critical issues, working closely with product, engineering, and support teams to ensure they were resolved quickly and effectively, while keeping customers informed and satisfied.
- Collaborated with cross-functional teams to streamline workflows, optimize processes, and make sure projects stayed on track, even during high-pressure periods or heavy workloads.
- Created and maintained detailed documentation, knowledge-base articles, and process guides to help the team work more efficiently and reduce dependency on individuals.
- Led initiatives to improve automation and support tools, like enhancing the PayLogic BOT and testing AI response flows, helping the team save time and work smarter.
- Managed high-volume ticket queues, prioritizing work, closing cases proactively, and ensuring zero backlogs while maintaining excellent customer experience and satisfaction scores.
- Analyzed data, system logs, and workflows to identify issues, suggest improvements, and make informed decisions that benefited both the team and the clients.
- Communicated with stakeholders regularly, providing clear updates, explaining challenges, and ensuring that everyone was aligned on next steps and project priorities.
Product Consultant
Morningstar
Gurgaon, Haryana
11.2019 - 09.2023
- Provided high-quality product support and resolved complex queries.
- Assisted in escalations and conducted root-cause analysis.
- Maintained client data in JIRA, Zendesk, and HubSpot.
- Contributed to internal knowledge base creation.
Senior Relationship Manager
ICICI Securities
Delhi, Delhi
05.2018 - 11.2019
- Managed and monitored client portfolios, ensuring timely execution of financial strategies while aligning with clients' investment goals.
- Provided tailored financial solutions, analyzing client requirements and coordinating with internal teams to implement complex strategies efficiently.
- Built and maintained strong client relationships through regular communication, understanding evolving needs, and delivering high-value recommendations.
- Achieved business and revenue targets while ensuring strict adherence to regulatory and compliance requirements.
Education
PGPM - Finance & Marketing
IBS Gurgaon
01.2018
BBA -
Galgotias University
01.2015
Skills
- Customer Service & Query Resolution
- Escalation Management
- JIRA
- Confluence
- Asana
- Root Cause Analysis
- Documentation & Knowledge Management
- CRM & Ticketing Tools
- Product Enhancement & Feature Feasibility
- Customer Experience (CX) Improvement
- Requirements Gathering & User Story Creation
- Certified Scrum Master
- Intercom
- HubSpot CRM
- Salesforce
- Zendesk
Certification
- Certified Scrum Master (CSM), Scrum Alliance
- AI Prompt Engineering, LinkedIn Learning
- Project Management Foundation, LinkedIn Learning
Projects
PayLogic Knowledge Base Enhancement: Optimized content, reduced query resolution time by 40%. AVA AI Bot Implementation: Automated repetitive queries, reducing manual workload by 70%.
Accomplishments
- Resolved multiple high-severity escalations across AdviserLogic, Paylogic, and Finametrica, improving client satisfaction and ensuring 100% SLA compliance.
- Achieved 98.6% CX Score and consistent 10/10 CSAT, closing 200+ cases in a month while maintaining a zero-pending backlog.
- Improved product issue turnaround time by 30% by creating detailed JIRA tickets, performing RCA, and collaborating closely with product and engineering teams.
- Enhanced team efficiency by 40% through updated knowledge-base documentation, including Paylogic guides, billing workflows, and internal process pages.
- Strengthened automation initiatives by contributing structured training content for the Paylogic BOT, increasing bot accuracy and reducing manual workload.
Personal Information
Title: Senior Product Consultant
Timeline
Senior Product Consultant
Morningstar
09.2023 - 12.2025
Product Consultant
Morningstar
11.2019 - 09.2023
Senior Relationship Manager
ICICI Securities
05.2018 - 11.2019
PGPM - Finance & Marketing
IBS Gurgaon
BBA -
Galgotias University