JIRA /Confluence
Husnain Chechatwala
Project Manager
Mumbai
Summary
Highly focused and detail-oriented, able to manage multiple simultaneous projects and accounts with high efficiency and accuracy. Quick to adapt to any programs, software or proprietary systems. Strong holding on Gamezone, Shopify, Warehouse Management product, Thorough understanding of API's, Configurations, Kibana logger, Mysql, Discover-Core-Checkout Funnel, Engagement Metrics, Post order journey. Strong client services experience. Excellent analytical & problem-solving skills. Understanding of various ticketing systems (JIRA/Freshdesk/Asaana).
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Product Ops/Project Manager
Nykaa
Mumbai
07.2018 - Current
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Manged team of 5+ Developers, QA and Analyst.
- Demonstrated leadership skills in managing projects from concept to completion.
- Excellent communication skills, both verbal and written.
- Gained strong leadership skills by managing projects from start to finish.
- Self-motivated, with a strong sense of personal responsibility.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Managing every story, task & defect on Quick scrum (JIRA)
- Work with business on Discovery to checkout funnel optimization, Activating marketing further boosting sales up to 50%
- Efficient is creating shopify workflows to automate tasks
- Owned and managed WMS tool (Vinculum) and all its processes of maintaining SKU/Vendor/Customer master, Procurement, Inwards/GRN,B2C Sales and Revenue booking.
- Responsible for warehouse management and fixing any tech challenges from procurement to dispatch process
- Handling product website management operation on daily basis
- Achieved integration with market leading partners like Vinculum, Clickpost, Shopify and many more
- Tools used to manage product – Confluence & Draw.IO for wireframe, documentation & flowchart, SQL to get required data, Quick scrum to manage stories & task, Google Analytics to monitor Performance (real time)
- On basis of business requirement, developed new gamed with UI/UX layouts
- Engagement management including gamezone and prebuzz on Nykaa big sale events
- Integration support with other inhouse services to extent gamezone/engagement over discover and checkout journey, Marketing integration with Netcore for AMP emails..
- Sharing new optimization tips with Bueiness and Product basis available data.
- Resulted in 5X engagement compared to legacy magento spin wheel, 20Cr+ revenue via gamezone, 20% penetration on game pages during mega sales. 3X app retention.
- Managing prod ops desk resolving 2000+ production issues over web/app within Nykaa tech infra monthly
- Responsible for response and resolution SLA within all business verticals
- Suggesting/Promoting best practice and proactive measure basis reported issues/bugs.
- Enabling prod/tech to take informed decisions basis performance of live product and running A/B experiments.
- Sharing organization wide incident report for major bugs
Team Manager
Hopscotch
Mumbai
06.2016 - 06.2018
- Managing Team of 50 people, Including TL's, QA and WFM
- Preparing and publishing real time reports
- Process Rostering and Manpower Scheduling
- Maintaining and delivering SL% for Inbound and the Aband% Target
- Responsible for absenteeism & managing leaves for the team members in accordance with Trend analysis reports
- Business meetings to review NPS scores
- Taking Team Review meet with all data points with Team Mates to assure and to keep achieving consistent performance from Agents End
- Reporting under CEO, with no further hierarchy
- Looking after Logistics and warehouse deliverables.
Team Leader
Digicall TeleServices Pvt. Ltd
Mumbai
09.2014 - 07.2015
- Handling Airtel Postpaid desk of ROM ,Karnataka, Andhra Pradesh & Gujarat circle Customers with 20 Agents to report
- Preparing and Cascading team performing sheet as an update
- Pushing upselling for packs so as to achieve sales target
- Arranging meet with Quality Analyst to ensure Quality and communication Scores are in place
- Reports analyzing and cross verification
- Preparing roster for the operations team, arranging training schedules and handling other people management related activities
- Setting Monthly & Weekly targets and areas of improvement in beginning of the month for the team with timelines
- Responsible for absenteeism & managing leaves for the team members in accordance with Trend analysis reports
- Maintaining Data on daily basis as well as MTD and sharing the same with teammates to ensure better results
- Escalating issues effecting Service Level and AHT of the process
- Ensuring Net Login Compliance and Schedule Adherence on Daily basis
- Maintaining Attendance and AHT tracker on daily and monthly basis
- Maintaining an unique target of Repeat %
- Managing and Preparing RCA on client related Escalations
- One O One interaction with Client with regards to Call monitoring and Waiver related work.
Team Leader
RBSS BPO Services Pvt. Ltd
04.2012 - 07.2015
- Handling Aircel Prepaid desk of Mumbai circle Customers with 30 Agents to report under me
- Preparing list of activities to be conducted for ensuring consistent performance
- Designing new processes & standardizing the existing ones & auditing daily team activities
- Arranging meet with Quality Analyst to ensure Quality and communication Scores are in place
- Preparing roster for the operations team, arranging training schedules and handling other people management related activities
- Setting Monthly & Weekly targets and areas of improvement in beginning of the month for the team with timelines
- Responsible for absenteeism & managing leaves for the team members in accordance with Trend analysis reports
- Maintaining Data on daily basis as well as MTD and sharing the same with team mates to ensure better results
- Escalating issues effecting Service Level and AHT of the process
- Ensuring Net Login Compliance and Schedule Adherence on Daily basis
- Maintaining Attendance and AHT tracker on daily and monthly basis
Education
MBA - Marketing And IT
Subharti University
Meerut 07.2022 - Current
Masters of Commerce -
Subharti University
Meerut 07.2019 - 2021.07
Bachelor of Commerce -
Subharti University
Meerut 07.2013 - 2017.07
Skills
Planning and Monitoring
Accomplishments
- Achieved 5X gamezone adoption and 2X app retentopn by building inhouse gameservice with accuracy and efficiency.
- Gamezone leading to 30% site penetration of overall visits, Improving funnel conversion 3X.
- Documented and resolved 2000+ issues which led to 80% of tech bandwidth saving.
- Collaborated with team 10+ in the development of Gamezone and Fashion international website setup.
- Supervised team of 5 staff members for product ops division.
Software
Kibana Logger
WMS and ERP Solutions
Shopify
SQL
HTML/CSS
Ticketing Tool
API/Backend Dev
Payment Aggregators
Timeline
MBA - Marketing And IT
Subharti University
07.2022 - Current
Masters of Commerce -
Subharti University
07.2019 - 2021.07
Product Ops/Project Manager
Nykaa
07.2018 - Current
Team Manager
Hopscotch
06.2016 - 06.2018
Team Leader
Digicall TeleServices Pvt. Ltd
09.2014 - 07.2015
Bachelor of Commerce -
Subharti University
07.2013 - 2017.07
Team Leader
RBSS BPO Services Pvt. Ltd
04.2012 - 07.2015
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