Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Ipshita Choudhary

Program Manager
Bengaluru

Summary

Dynamic Program Manager with a proven track record at Sprinklr, adept in Product Lifecycle Management and Agile methodologies. Successfully launched products across diverse regions, enhancing user experience and customer retention. Strong communicator and leader, skilled in roadmap planning and fostering cross-functional collaboration to achieve strategic goals.

Overview

12
12
years of professional experience

Work History

Program Manager

Sprinklr
Bengaluru
09.2021 - Current
  • Implementation for multiple customers across the Middle East, Europe, and APAC regions.
  • Launched successful products by conducting thorough market research and identifying customer needs.
  • Use product usage data to understand customer pain points.
  • Work as a team to understand product adoption by various brands, and establish standard practices to improve adoption.
  • Manage the full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures are in place.
  • Implemented agile methodologies for more efficient project management and team collaboration.
  • Enhanced user experience, resulting in increased customer satisfaction, and retention rates.
  • Documented user stories, specifications, and product features into detailed work orders to communicate across teams, and build mandatory requirements.
  • Prioritize the product roadmap to achieve key product goals and metrics, ensuring alignment with overall business objectives.

Customer Success Manager

Voicezen
Bengaluru
07.2021 - 09.2021
  • Managed customer accounts as a primary point of contact for any issues and concerns.
  • Built and maintained strong, long-lasting relationships to foster loyalty and retention.
  • Collaborated with internal teams to address customer feedback and implement improvements.
  • Developed and implemented customer success plans tailored to individual customer needs and goals.

Senior Analyst

Ocwen Financial
Bengaluru
12.2015 - 07.2021
  • Create the commercial real estate portfolio to engage third-party vendors to provide valuation products.
  • Review the valuation products received according to internal and industry standards.
  • Do market research for delivery to the onshore team to conclude the market value for commercial properties.
  • Prepare the Monthly Business Review for the Department.
  • Determine or verify the monthly revenue generated by the department, and measure the performance of teams using the Key Performance Indicator.
  • Prepare Rating Agency Analytics as per their standards.
  • Do a monthly audit to verify that market values are updated to the latest market conditions.
  • Identify process gaps through quality checks, and propose solutions to fix the same.
  • Verify and reconcile the fees to be charged for the valuation products.
  • Manage vendor payments, and ensure there are no delays or misses.
  • Provide a status report to the top management for client engagement.
  • Building mortgage reports based on requirements gathered from the client.
  • Analyzing the report requirements, assessing the approach, and identifying constraints to deliver the right data.
  • Creating dashboards, trend analysis reports for individual teams to assess the teams' performance.

Quality Analyst

Mphasis
Bengaluru
01.2014 - 11.2015
  • Monitor calls taken by the advisors according to the quality guidelines set.
  • To conduct a focus group discussion to identify the process gaps and recommend solutions to the client, thereby improving CSAT.
  • Conduct daily huddles to ensure the team is aware of the latest process and product changes.
  • To conduct orientation for the training advisor on Quality Mon-Form.
  • To identify TNA for the floor basis, the calls monitored, and design specific training modules.
  • Calibrations, both internal and external.
  • Help Operations by providing timely input on the advisor KPI, based on call listening.

Education

Bachelor of Commerce - Bachelor of Commerce

Ranchi University
Ranchi
04.2001 -

Skills

Product Lifecycle Management

Agile and scrum methodologies

Roadmap Planning

Communication

Leadership

Project Coordination

Customer Service

Interests

Music

Reading Books

Timeline

Program Manager

Sprinklr
09.2021 - Current

Customer Success Manager

Voicezen
07.2021 - 09.2021

Senior Analyst

Ocwen Financial
12.2015 - 07.2021

Quality Analyst

Mphasis
01.2014 - 11.2015

Bachelor of Commerce - Bachelor of Commerce

Ranchi University
04.2001 -

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Ipshita ChoudharyProgram Manager