Online gaming
Jayanth Edara
Product Manager
Hyderabad,Telangana
Summary
Experienced Product Owner with over 4 years of experience in Payments & E-commerce. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
3
3
Languages
10
10
years of post-secondary education
5
5
years of professional experience
Work History
Product Manager
JIo Tesseract
Mumbai, Maharastra
2020 - 2022
- Joined the team when it was completely unstructured, no charters , no work allocations and absolute chaos and cleaned up the team with regular charters, processes in place and left the team when there were data driven conversations to make any decisions.
- Hired and led a team of 26 people by being a business owner for entire return workflow of a ecommerce product and fraud prevention of Payment product.
- Worked with Engineering by creating requirements for creating entire return refund replacement journeys of unsatisfied customers.
- Hired and introduced Machine learning team to work on Fraud prevention while taking adhoc requests from multiple stake holders to create entire data based approach for the organization and headed the CBA team and prioritized the work of 2 machine learning scientists, 3 data Engineers , 6 Business Analysts and 1 data scientist.
- Worked with CS team to crete refund flow trained executives and worked on creation of SOP's for return refund replacement for all sorts of payments while reducing abusive guys from taking advantage of the loopholes.
- Total savings of worth INR 17.2M in fraud prevention and retaining of 1.4M customers in a single state who left the platform/were ready to leave platform due to no refund return policies.
- Operational planning for my entire team along with budgeting and creating of charters for TPM, SDM & Program manger who used to report into me.
- Reviewed product development budgets, expenditures and research.
- Distinguished product issues and gathered information on customer experiences.
Product Analyst
Amazon
Bangalore, Karnataka
05.2019 - 03.2020
- Led a team of 7 Business Analysts supporting the entire data requests from product managers program managers and directors of Amazon pay India and Supply chain Optimization Technology team .
- Prioritization of all Analytical requests ranging from data that provides customer insights to liasoming with India Machine learning to get the models implemented and working data Engineering and Business intelligence team to create data flows, pipelines and tableau dash boards which update on a regular basis for various functions of Amazon pay
- Monitored Rewards related data and made adjustments to marketing campaigns, resulting in [22]% reduction of losses in 5 months.
- Trained entry-level and experienced data analysts on Customer Insight generation and data repositories along with sorting out any team clashes and handling the prioritization requests from business teams for entire Amazon pay and supply chain teams.
- Helped in improving the DSI of customers with repeat contact rate by reducing the TAT for the most common problems.
Business Analyst
Amazon
Hyderabad, Telangana
03.2018 - 04.2019
- Analyzed key aspects of package losses to evaluate factors driving loss of deliveries and summarized into presentations.
- Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
- Provided operational support for high-volume transaction failures in fast-paced 24-hour work environment.
- Developed WBR metrics derived from raw company data to track improvements in organizational efficiency to increase payment success rates and delivery misses.
- Created and changed a total of 26 SOP's of Customer service and Operations which were pain points to customers.
- Created new workflows and processes for CS to operations to escalations and updated all involved parties to enhance optimal business flow.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies.
- Worked with program, product , operations and Analytics on multiple problems customers were facing which were triggering repeat contacts.
- Total savings in Financial year of 2018-19 for multiple initiatives taken and for improvements in existing ones summing up to 6.4M$ ( not including team metrics)
Risk Investigator
Amazon
Hyderabad, Telangana
03.2017 - 03.2018
- Completed analysis to uncover trends, patterns and variations for multiple fraud MO's.
- Developed, deployed and enhanced standard operating procedures to reduce fraud in existing as well as new emerging marketplaces of amazon (amazon.com,amazon.co.uk,amazon.in,amazon.tr,amazon.au).
- Reduced the TAT ,SLA,TTD,TTR for Identified key risks and mitigating factors of potential open loopholes.
- Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns which resulted in savings of ~ 4.1M$ for financial year of 2017-2018.
- Managed quality assurance program, by changing existing metrics system for amazon.in by changing the quality metrics of 14 investigators
- Led operations team in delivery of reduced ideltime project, resulting in 2800man hours per week .
- Produced and filed reports every week to inform senior management of current activities and progress with quality & productivity metrics.
Education
Master of Science - Communications Systems Technology
GITAM University
Hyderabad 06.2011 - 07.2016
Bachelor of Technology - Electrical, Electronics And Communications Engineering
GITAM University
Hyderabad 06.2011 - 07.2016
Skills
Problem identification
Data Collection
Risk mitigation strategies
Critical thinking
Analytical skills
Process integration
User requirements
Data visualizations
Project coordination
Usability understanding
Cost controlling
Verbal and written communication
Interests
Chess
Cricket- watching and playing
Timeline
Product Manager
JIo Tesseract
2020 - 2022
Product Analyst
Amazon
05.2019 - 03.2020
Business Analyst
Amazon
03.2018 - 04.2019
Risk Investigator
Amazon
03.2017 - 03.2018
Master of Science - Communications Systems Technology
GITAM University
06.2011 - 07.2016
Bachelor of Technology - Electrical, Electronics And Communications Engineering
GITAM University
06.2011 - 07.2016