MANALI IRNAK

New Payment Gateway Integration

• Successfully implemented a new payment gateway, enhancing transaction success rates and streamlining the payment experience for customers.
• Collaborated with cross-functional teams, including developers, quality engineers, and business stakeholders, to deliver the project within the committed timeline.

CaratLane PoP! (Plan on Purchase) Enhancement

a) Improved POP Enrollment:

• Executed occasion-based campaigns to boost engagement.
• Enabled multiple POP plan enrollments, enhancing flexibility.
• Increased POP visibility with banners on the homepage and PD page.
• Contributed to a 7% increase in POP enrollments.

b) Improved POP Ontime Payment Collection:

• Introduced auto payment reminders via WA, SMS, email, app notifications.
  Implemented an autopay option to streamline payments and reduce delays.
  Analyzed payment patterns and feedback, refining strategies and creating leads for missed payments.
  Increased on-time payment rates from 43% to 66%.

c) Improved POP Ontime Redemption:

• Developed targeted campaigns and enhanced redemption visibility on customer dashboards.
• Used data insights to identify customers nearing expiry and created outreach strategies.
• Increased on-time redemptions from 4% to 6%, reducing expirations and boosting customer satisfaction.

d) Caratlane PoP! Auto Refund

• Led the auto-refund process implementation, improving efficiency and customer satisfaction.
• Collaborated with cross-functional teams to integrate the system.
• Reduced refund processing time from 2 days to 6-8 hours, with 97% of requests processed via the auto-refund dashboard.

Rating and Review Approval by Boat

• Led the implementation of a bot to automate ratings and review approvals, reducing manual effort.
• Enabled the team to focus on high-value tasks, improving productivity and turnaround times.
• Reduced review team time from two full days per week to 1-2 hours for corner cases.

Preferred Delivery Date Project

• Enabled customers to select a delivery date based on their availability or special occasions, improving convenience and satisfaction.
• Worked with logistics, product, and engineering teams to integrate location-based delivery date predictions using pin codes.
• Addressed a critical customer need for gifting, providing a reliable solution for scheduling deliveries for special events.

Results-driven analyst skilled in leveraging data to optimize supply chain operations, improve forecasting, and enhance efficiency. Experienced in collaborating with cross-functional teams to develop strategies that streamline processes, reduce costs, and boost performance..

Non-Metro Invoicing Project:

• Expanded invoicing services to non-metro cities, ensuring one-day delivery to specific pin codes.
• Managed system updates, including clusters, TAT, and buffers, while analyzing metrics such as order counts, lead times, and overall performance.

TAT Management:

• Analyzed PAN India TAT performance to identify inefficiencies and reduce excess buffers, providing actionable insights to management for improving business operations.

• Worked as a back-office associate to resolve the customer queries related to United Health Care (UHC)