Aishwarya Sathish
Chennai
Summary
Senior product analyst and associate manager specializing in product and application management. Expertise in market trends and customer engagement strategies, with strong organizational and multitasking skills. Proven track record of delivering high-quality products on time while enhancing customer satisfaction. Skilled in problem resolution and relationship building, implementing effective solutions that boost customer satisfaction scores.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Senior Product Analyst
NOVAC Technology Solutions Private Limited
Chennai, India
08.2022 - 04.2023
- Executed UAT and live testing while tracking defects and closing issues which improved product features by 9% QoQ.
- Performed market research and gathered customer feedback regularly to support growth.
- Bridged stakeholder requirements by documenting inputs and delivering on time which enhanced product adoption by 12%.
- Analysed market data trends and translated customer needs into product actions.
- Monitored market trends and competitor performance to modify product features accordingly and launched 2 products successfully for the stakeholders.
Associate Manager
HDFC Life Insurance Company Limited
Mumbai, India
11.2021 - 07.2022
- Delivered customized and effective solutions to clients that met unique demands.
- Implemented effective customer service procedures to encourage positive NPS(net promoter score) feedback.
- Handled 50 escalations per day via calls and emails raised at Nodal desk and Adhering SOP(standard operating procedure) properly.
- Liaising with various teams to ensure that customer escalations are resolved quickly and effectively & End-to-end follow up on customer queries received on services.
- Explore correct and complete close loop of grievances raised to escalation team within minimum TAT.
- Reduced customer wait times by adhering to call and emails target timeframes.
Operation Executive - Customer Experience
TATA AIA Life Insurance Company Limited
Mumbai, India
12.2019 - 11.2021
- Liaised between internal and external teams to fulfil customer order requirements.
- Called negative-rated customers during insurance journeys to resolve concerns.
- Coordinated with departments for timely resolutions and closed loops with 100% satisfaction.
Customer Care Executive
JM Financial Home Loans Limited
Mumbai, India
06.2018 - 10.2019
- Resolve complaints by arranging appropriate compensation within set timeframes for satisfaction gains.
- Handle customer complaints by offering suitable solutions and follow-up until resolution.
- Maintain records of customer interactions and process requests linked to loan accounts.
Operation Executive
Dun And Bradstreet Information Private Limited
Mumbai, India
12.2017 - 05.2018
- Shared templates, trackers, and databases to help team members collaborate effectively.
- Listened to customer grievances patiently to uncover root causes before advising next steps.
- Liaised with banks to rectify CIBIL reports through accurate financial data maintenance.
Customer Care Associate / Team Coach
DCB Bank Limited
Mumbai, India
02.2016 - 09.2017
- Handled 80 to 100 calls daily, providing knowledgeable support and advice.
- Delivered detailed product guidance on service benefits to customers and team members.
- Detected call skill gaps and arranged training sessions for clerical upskilling.
Education
Post Graduation Diploma - Business Management
Welingkar's Institute of Management
Mumbai01-2016
B.Com -
University of Mumbai
Mumbai, Maharashtra01-2015
Skills
- Proficient in MS OFFICE like Word, Excel, PowerPoint
- Proficient in V-Look up, Pivot & Certified in MSCIT
- Analytical problem-solving
- Root cause analysis
- Knowledge on Banking, Finance, Insurance and customer experience, NPS
- Policy and product development
- Project tracking tool - JIRA
- Design - Drawio, Wireframe figma & Balsamiq
- Testing - UAT, Product live testing
Accomplishments
- Won an Award for the “The Best Customer Grievance Outstanding Performance” for the year 2018-2019.
- Won an RNR Award for “Productivity & Quality” for the month of September 2016 & November 2016.
Languages
English
Hindi
Marathi
Tamil
Timeline
Senior Product Analyst
NOVAC Technology Solutions Private Limited
08.2022 - 04.2023
Associate Manager
HDFC Life Insurance Company Limited
11.2021 - 07.2022
Operation Executive - Customer Experience
TATA AIA Life Insurance Company Limited
12.2019 - 11.2021
Customer Care Executive
JM Financial Home Loans Limited
06.2018 - 10.2019
Operation Executive
Dun And Bradstreet Information Private Limited
12.2017 - 05.2018
Customer Care Associate / Team Coach
DCB Bank Limited
02.2016 - 09.2017
Post Graduation Diploma - Business Management
Welingkar's Institute of Management
B.Com -
University of Mumbai