Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Himani Kashyap

Product Consultant
Gurugram
Himani Kashyap

Summary

Experienced in Product/Project Management, Client Onboarding, Customer Success, Technical Support, etc. An extensive background in all the aspects of Sales, Customer Service, Client Retention & IT Support. Skilful in gathering product requirements, suggesting product enhancements, and performing quality assurance controls. Meet goals through dedicated work, experience, and teamwork between different departments.

Overview

11
years of professional experience
3
years of post-secondary education
3
Languages

Work History

American Express Global Business Travel
Gurgaon

Digital Designer (Customer Success)
04.2022 - Current

Job overview

  • Supported day-to-day account management for company clients.
  • Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
  • Strengthened relationships with current accounts through consistent and frequent communication.
  • Provided strategic plans to senior management for approval by internal stakeholders and aligned development teams to set up new process and introduce new client projects.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Strategic point of contact for client's projects by managing deliverables and appropriate timeline for their project.
  • Develop trusted advisor relationships with key accounts, clients and stakeholders.
  • Onboarding and periodic connects with clients.
  • Ensure timely and successful delivery of our solutions according to customer needs and objectives
  • Prepare reports on account status
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Liaised between account holders and various departments.
    Improved account management by predicting potential competitive threats and outlining proactive solutions.

Social27
Gurgaon

Assistant Product Manager
08.2021 - 02.2022

Job overview

  • Research to determine needs of product vs wants of products.
  • Managed cross-functional team and stakeholders' communication and oversaw product development from inception to implementation.
  • Work with multiple teams and departments to coordinate projects and ensure the timeline is followed and met to hit tight deadlines.
  • Incorporating feedback from users, developers, and other stakeholders.
  • Define and maintain user stories, product requirements, and basic wireframes.
  • Provide input on strategic initiatives that define the product roadmap.
  • Provide art direction to designers.
  • Gather, organize, and review all materials and documentation needed for an extensive QA process.

Cvent, Inc
Gurgaon

Product Consultant
02.2019 - 08.2021

Job overview

  • Onboarding clients.
  • Training clients on the product to ensure they are well
    versed with all the features and specifications to be Self
    Reliant.
  • Responsible for Initiation, Planning, Execution
    Monitoring.
  • Controlling and Closing of projects.
  • Create timelines and ensure on time delivery.
  • Scheduling subsequent connects post kick-off and do health
    checks to ensure completion of milestones basis the project
    timelines.
  • Managing the entire project cycle from App Building, App
    Submission/Resubmission both on iOS & Android till the
    event ends.
  • Post completion, provide strategic support and arrange
    debrief call to gather feedback of "What Went Well" vs
    "What can be done differently".
  • Demonstrated products to help customers try out offerings before making purchases.
  • Established long term customer relationships by using effective communication and active listening skills.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

American Express
Gurgaon

Senior Fraud Analyst
09.2016 - 11.2018

Job overview

  • Monitors suspicious transaction activities and fraud screening application to take pro-active actions. Creating weekly & monthly reports on the overall fraud analysis.
  • Conduct analysis and resolve complex issues, leveraging various fraud tools, applications, systems, develop, implement, and improve comprehensive fraud detection strategies and authorization decision rules that balance fraud loss reduction, costs, and customer experience.
  • Improve the effectiveness of the end-to-end process by sharing customer feedback with the relevant teams.

Tata Consultancy Services
Gurgaon

IT Analyst
06.2015 - 09.2016

Job overview

  • Assigning day to day operational tasks to team members.
  • Handling severity 1 issues over email & phone and providing resolution within the timelines.
  • Conducting training and awareness sessions for new team members.

iYogi Technical Services
Gurgaon

Senior Sales Executive
04.2013 - 06.2015

Job overview

  • Making outbound calls to potential customers in order to sell the company’s services and computer equipment.
  • Perform data entry services for the company in regard to punching in customer information, call logs and successful sales.
  • Managing inbound emails/calls and helping the clients with their queries related products & services.

Convergys
Gurgaon

Technical Support Officer
07.2012 - 03.2013

Job overview

  • Helped customers with their inquiries on products and services.
  • Resolved service related issues of clients.
  • Up-sold services to existing customers.

Education

Delhi University
New Delhi

Bachelor of Arts
04.2009 - 04.2012

University Overview

Skills

    Project Management

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Timeline

Digital Designer (Customer Success)
American Express Global Business Travel
04.2022 - Current
Assistant Product Manager
Social27
08.2021 - 02.2022
Product Consultant
Cvent, Inc
02.2019 - 08.2021
Senior Fraud Analyst
American Express
09.2016 - 11.2018
IT Analyst
Tata Consultancy Services
06.2015 - 09.2016
Senior Sales Executive
iYogi Technical Services
04.2013 - 06.2015
Technical Support Officer
Convergys
07.2012 - 03.2013
Delhi University
Bachelor of Arts
04.2009 - 04.2012

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Himani KashyapProduct Consultant