Diksha Sahjwani
Gurugram
Summary
A strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Program Manager, Product Owner (Enterprise Exp)
Mahindra Comviva Technologies
04.2023 - Current
- Engage at multiple product levels, creating and implementing team routines that reflects product thinking and aligns with OKRs.
- Building an experience portal to comply with the enterprise's demand to derive experience layer through existing network capabilities.
- Communicate program status, updates, and milestones to stakeholders, executives, and team members whilst maintaining program documentation, timelines & reports.
- Develop user stories, personas & epics with expertise in various tools like JIRA, Aha, Confluence etc for Enterprise Experience Portal.
- Assist in budget management, resource allocation, and cost control for product development initiatives
Assistant Program Manager
Zomato
07.2021 - 02.2023
- Own product operations, customer experience and multiple stories for non-live delivery partners support lifecycle.
- Reduced overall agent cost and CRM cost by 19L/mo by productizing an internal CRM - One Support. Launched delivery partner support for Blinkit and Instamart Q-commerce products.
- Increased overall delivery partner delight CSAT from 58% to 69% by concurrently launching new products.
- Executed SOS program and partnered with Medulance, dial 4242 etc for ambulances on the go (in 20 min) as a major part of the rider safety program.
- Introduced karma for riders to reduce AHT (5min to 3 min per ticket) and better judgment for agents in gig models and medal exceptions by doing root cause analysis.
- Conceptualized a program for delivery partners receiving less orders and built a self - alarming model which helps them to identify hotspot areas.
- Reduced ticket re-open% from 12.15% to 8.34% by alternatively working on different projects for operations excellence.
- Built social media support for blinkit from hiring, training and executing quality.
Business Operations Lead
Arzooo.com
12.2020 - 06.2021
- Lead Strategic planning initiatives, business review sessions, operational support for product strategy.
- Launched a supplier friendly B2B dashboard for easy management of stocks. Built the fin-tech and lending vertical for the suppliers to smooth out the supplier experience.
- Streamlining retailer and rider support for better communication and improvement in overall rider NPS.
- Reduced operating expenses by renegotiating vendor contracts and identifying areas for cost savings.
Senior Community Manager
Housr
07.2018 - 11.2020
- Heading central support for 900 residents across 33 properties for pan India.
- Increased rent collection from 82% to 97%.
- Average stay feedback increased by 30% from 2.6 to 3.7 on a scale of 5 .
- Framework for Freshdesk and Zohodesk enabling a better response, ticketing system and TAT implementation of policies.
- Designed strategies to maximize offline and online engagement to boost customer NPS.
Operations Associate
Uber
03.2017 - 06.2018
- Stimulating a marketplace for availability of reach between the customer and the dealer raising a revenue of 16.5L.
- Creating substantial supply channels for leads through various ATL/BTL activities like effective tracking with various vehicle financing events, driver obsession and driver marketing activities.
- Executed multiple driver centric campaigns like Driver Partner RnR, Uber MITHAAS, Uber Samaj.
- Quality management for products (Premier, Hire, Intercity, Moto) in Lucknow in a cross functional team, which consisted of supply building and tracking, training modules and processes, leading to successful launch.
- Conceptualized and coordinated video projects for UBER India's social media handles along with brand establishment campaigns.
Education
Bachelor of Science - Aerospace Engineering
Amity University
Noida, India04.2017
Skills
- Customer Health Index
- Support Management
- Customer Retention
- Customer Experience
- Product Management
- Product Strategy
- Business Operations
- Stakeholder Management
- Team Management
- Marketplace
Timeline
Program Manager, Product Owner (Enterprise Exp)
Mahindra Comviva Technologies
04.2023 - Current
Assistant Program Manager
Zomato
07.2021 - 02.2023
Business Operations Lead
Arzooo.com
12.2020 - 06.2021
Senior Community Manager
Housr
07.2018 - 11.2020
Operations Associate
Uber
03.2017 - 06.2018
Bachelor of Science - Aerospace Engineering
Amity University
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