Ankita Sanjay Lad
Summary
With 2 years in product and operations, I specialize in leveraging consumer insights and technology to solve complex business challenges. My expertise lies in optimizing processes, launching successful products, and significantly impacting the bottom line. I'm keen to bring this results-driven approach to your organization.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Intern
BlueStar Ltd
01.2025 - 05.2025
- Streamlined workflows by extracting 15 root causes from 70+ customer interviews (thematic clustering), reducing resolution time by ~25%.
- Identified 10 operational gaps via 8 ESA audits/10 retail visits, improving cross-functional SOP adherence and service consistency.
- Shaped CX differentiation by synthesizing 12 strategic insights from benchmarking 12 brands, enhancing brand positioning and competitive strategy.
- Revamped SMS templates/CRM flows targeting 20% repeat call reduction, significantly boosting customer responsiveness and clarity.
- Delivered strategic CX roadmap deck to CEO & VP, targeting 10–12% NPS uplift through People, Process, & Tech synergy.
Solutions Analyst | Product & Operations
Nielsen
09.2021 - 06.2024
- Achieved a 15% increase in ticket resolution efficiency by optimizing response times, ensuring zero escalations, and seamless service delivery.
- Resolved 700+ technical tickets, consistently exceeding SLA targets, and ensuring 100% resolution within designated timelines.
- Collaborated with 11 key clients to enhance UX by providing end-to-end technical support for software onboarding.
- Streamlined KT for ~5 projects by facilitating 47+ sessions, documenting workflows, and developing SOPs on Confluence.
- Boosted individual throughput by 23% and standardized redundant processes, reducing project completion time by 13%
Consumer Insight Ex | Product Insight & Research
Toothsi
11.2021 - 09.2022
- Drove 19% product adoption increase by strategically partnering with 4 internal teams to launch feedback-driven products.
- Conducted extensive primary research via 10+ surveys (~11 questions each) to gather 500+ responses, informing product development.
- Derived actionable consumer insights for 2 sister brands by engaging ~1.1K consumers via targeted telephonic interviews.
- Boosted campaign engagement by 37% by revamping marketing communication through strategic consumer insight application.
- Optimized stakeholder decision-making by 33% by generating ~10 comprehensive research reports monthly.
- Increased operational efficiency by 22% through developing robust business application connectors and streamlined communication flows.
Technology Intern | Product Training
ICICI Lombard
06.2021 - 11.2021
- Attained a 35% increase in technology adoption rates through agent-focused technology training sessions.
- Aided over 50 insurance agents by resolving technical queries, deepening process understanding, and enhancing efficiency.
Education
Master of Business Administration -
BITS School of Management (BITSoM)
Mumbai04-2026
Post Graduate Degree (MCOM) -
K.P.B Hinduja College
Mumbai04-2023
Bachelor of Business Administration -
Narsee Monjee Institute of Management Studies
Mumbai05-2021
Certification
- PGDBA - Data science and business analytics
- Digital marketing strategy
Accomplishments
- Secured 3rd place at a prestigious national-level hackathon, 'Shinkansen Travel Experience,' organized by Great Lakes Learning in 2022
- Published a paper in an international journal, IJARIIIT, titled 'Operations Research: Analyzing Amusement Park Wait Times' in 2020
- Published a paper in an international journal, IJCRIT, titled 'Social Media's Impact on Millennials' Study Habits During the Pandemic (2020)
Languages
English
First Language
English
Proficient (C2)
C2
German
Beginner (A1)
A1
Timeline
Customer Experience Intern
BlueStar Ltd
01.2025 - 05.2025
Consumer Insight Ex | Product Insight & Research
Toothsi
11.2021 - 09.2022
Solutions Analyst | Product & Operations
Nielsen
09.2021 - 06.2024
Technology Intern | Product Training
ICICI Lombard
06.2021 - 11.2021
Master of Business Administration -
BITS School of Management (BITSoM)
Post Graduate Degree (MCOM) -
K.P.B Hinduja College
Bachelor of Business Administration -
Narsee Monjee Institute of Management Studies