Bhakti Mamniya
Navi Mumbai
Summary
Efficient Product Manager driven by a passion for enhancing experience through innovative chat automation solutions. Collaborated with cross-functional teams and contributed to innovative features that boosted product success and significantly improved automation rates. My background also includes impactful roles in quality analysis and product coordination, showcasing my ability to drive customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Associate Product Manager
American Express
03.2023 - Current
- Developed and implemented chat automation solutions for travel and lifestyle services.
- Developed LLM-based card servicing chat automation, enhancing customer interaction efficiency and executed end-to-end testing, ensuring seamless functionality.
- Contributed to the development of chat servicing bots for both mobile app and web applications.
- Performed comprehensive analysis on bot performance and customer needs, leading to improved journeys and new functionalities that increased automation rates.
- Partnered with a team of 8+ developers and cross functional teams of Product Managers, Engineers, Agile Champions, NLP and Data Science teams to ensure seamless migration of the Travel & Lifestyle bots.
- Refined and managed backlog user stories for feature development using Rally. PI planning sessions to align team objectives and deliverables.
- Monitored bot performance and conducted chat reviews post-launch to identify and implement necessary fixes or enhancements.
- Compiled detailed documentation and presentations on LLM-based automation and TLS journeys on Confluence.
Product Owner/Analyst
American Express
08.2020 - 03.2023
- Post transition to Amex Digital Labs in Travel & Lifestyle Automation Team. Mainly focused to improve the existing automation journeys or build out new features that help to improve customer experience, travel automation rates and bot performance.
- Worked in tandem with engineers, team leads, key stakeholders and product managers across different scrum teams to drive product success.
- Created comprehensive documentation for each automation journey on Confluence.
- Managed backlog prioritization, created and accepted user stories in Jira.
- Compiled and presented monthly KPI reports to senior executives and stakeholders, offering actionable insights and recommendations for feature enhancement.
- Conducted UAT in QA and Production environments, leveraging feedback to implement ongoing product enhancements.
Quality Analyst
Mezi (AI Start-up Acquired by American Express)
03.2016 - 08.2020
- I played various roles in Mezi and as a Quality Analyst, I focused on monitoring data or transcript reading through Mix Panel and created monthly reports based on my findings.
- Implemented a new Quality Assurance process, reviewing daily agent/bot conversations to ensure customer satisfaction and adherence to company SOPs.
- Executed statistical analysis and used Splunk to gather data for monthly reports and routine tasks.
- Mentored 3 new hires following Amex acquisition, imparting years of accumulated knowledge.
- Generated detailed monthly reports for US, UK, and India teams by analyzing customer feedback, documenting insights, and highlighting key use cases and errors.
Operations Analyst
Mezi (Al Start-up Acquired by American Express)
10.2015 - 03.2016
- Proud to be a part of the core team at Mezi, where I was one of the first employee/intern hired in Mumbai. After completing my training, I became a full-time Mezician and played a key role in the early development of Mezi's Mumbai operations.
- Ensured top-tier customer service by assisting US based users with bookings for diverse services such as flights, hotels, dining, flowers and retail requests including spa appointments and shopping.
- ·I was solely responsible for handling all shipping notifications, follow-ups and handle order history. I reviewed over 1000 emails daily and proactively updated users via chat about the status of their orders.
- Participated actively in all the events/other activities at work and enjoyed the monthly fun games, Family Day, Holi, Halloween, Diwali, and Christmas celebrations too.
Product Coordinator
Sports Gurukul
06.2015 - 09.2015
- I was assigned to one of the centers for Michael Phelps swimming program held in Mumbai.
- Managed sales and reporting processes, successfully meeting monthly targets for the swimming program. Also, got an opportunity to meet Michael Phelp's childhood Coach, Cathy Bennett.
- Addressed customer inquiries and coordinated program enrollments, overseeing registration and payment procedures.
Education
Bachelor of Mass Media - Advertising
Mumbai University
Mumbai03-2016
Skills
- Conversational AI
- Chatbot
- Teamwork and collaboration
- User acceptance testing
- Product backlog management
- Product documentation
Certification
- SAFe® Product Owner/Product Manager
- Generative AI: Working with Large Language Models
Timeline
Associate Product Manager
American Express
03.2023 - Current
Product Owner/Analyst
American Express
08.2020 - 03.2023
Quality Analyst
Mezi (AI Start-up Acquired by American Express)
03.2016 - 08.2020
Operations Analyst
Mezi (Al Start-up Acquired by American Express)
10.2015 - 03.2016
Product Coordinator
Sports Gurukul
06.2015 - 09.2015
Bachelor of Mass Media - Advertising
Mumbai University
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