Monika Kothari
Gurgaon
Summary
Analytical Product Manager with a track record of success in product management, renowned for outstanding quality leadership and exceptional communication skills. Drives product improvement and successful launches through the development of effective strategies.
Overview
11
11
years of professional experience
Work History
Product Manager
Country Delight
Gurgaon
10.2022 - Current
- Spearheaded the development and execution of product strategies based on in-depth market research, user feedback, and competitive analysis.
- Led a cross-functional team of engineers, designers, and marketers to launch major product features, improving customer satisfaction by 20%.
- Established product roadmaps and prioritized feature backlogs to align with business objectives, increasing user retention.
- Drove A/B testing, product analytics, and user interviews to iterate on product design, improving the user experience, and reducing churn.
- Partnered with key stakeholders to secure strategic partnerships and ensure product offerings met evolving customer needs.
Manager-Customer Experience
Times Internet
Gurgaon
05.2019 - 09.2022
- Designed and implemented customer experience frameworks, scaling the customer support team from 0 to 40+ across internal and vendor resources.
- Led product enhancements for the website and app based on customer feedback, increasing monthly active users by 25%.
- Managed the development and launch of a chatbot, reducing response time for customer queries by 50% and increasing resolution rates.
- Collaborated with cross-functional units to enhance in-app messaging resulting in a 30% surge in client engagement & retention
- Drove cost reduction initiatives across customer operations, saving over 15% annually by optimizing workflows and automating key processes.
Customer Success Manager
Zomato
Gurgaon
12.2018 - 05.2019
- Streamlined Zomato Gold membership acquisition by overseeing the efficient management of both telesales and query resolution channels.
- Created escalation matrix and knowledge bank for the team to provide speedy query resolution, thus providing the best experience.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Coached team leads and associates to better understand customer mindset (created pseudo process), thus helping reduce TAT and ensuring high morale.
Senior Business Development Manager
Innovsource Services Pvt Ltd
Gurgaon
06.2018 - 11.2018
- Marketed staffing services to corporate clients.
- Resolved customer queries.
- Improved client experiences.
- Finalized contracts with internal teams.
- Identified prospects and generated new business.
Business Development Associate
Droom Technology Pvt Ltd
Gurgaon
07.2017 - 05.2018
- Developed consumer acquisition and retention strategies.
- Addressed customer queries for a better experience.
- Acquired and onboarded 200+ dealers on Droom.
- Monitored industry trends and competitor behavior.
- Increased B2B sales through cross-selling and up-selling.
- Conducted surveys to identify improvements and develop new offerings.
Subject Matter Expert
Amazon
Hyderabad
01.2014 - 01.2015
- Established Amazon seller support process at third-party vendor and trained a team of 12 direct reports.
- Selected as a specialty mentor and trainer for new hires.
- Provided constructive feedback and stress management training for team members. Assisted sellers with troubleshooting, business growth, and account management. Conducted internal research to address fraudulent activity.
- Recognized as 'Best Performer' at Amazon.
- Received R&R awards for resolving maximum seller queries.
Intern
Future Generali Ltd
Gurgaon
05.2013 - 08.2013
- Conducted a case study on "Consumer Awareness on ULIPS" to improve company profit margins and track customer behavior
- Empowered customers to make informed decisions on ULIPS
Education
MBA - Finance&Marketing
Andhra University
03-2014
Bachelor of Commerce (B.com) -
Andhra University
04-2012
Intermediate (XII) -
Andhra University
03-2009
Skills
- Competitive Analysis
- Product Vision and Strategy
- Agile Software Development
- Product Roadmaps
- Wireframe Design
- Improvement Metrics Measurement
- Requirements Building
- A/B Testing
- End to End Feature Delivery
- Jira, Atlassian, Rally
- Scrum Framework
- Cross Functional Leadership
- Design thinking
- KPI Tracking
- Stakeholder Management
Languages
Hindi
First Language
English
Proficient (C2)
C2
Telugu
Intermediate (B1)
B1
Timeline
Product Manager
Country Delight
10.2022 - Current
Manager-Customer Experience
Times Internet
05.2019 - 09.2022
Customer Success Manager
Zomato
12.2018 - 05.2019
Senior Business Development Manager
Innovsource Services Pvt Ltd
06.2018 - 11.2018
Business Development Associate
Droom Technology Pvt Ltd
07.2017 - 05.2018
Subject Matter Expert
Amazon
01.2014 - 01.2015
Intern
Future Generali Ltd
05.2013 - 08.2013
MBA - Finance&Marketing
Andhra University
Bachelor of Commerce (B.com) -
Andhra University
Intermediate (XII) -
Andhra University
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