Monika Minj

• Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
• Improved product functionality with innovative design solutions, resulting in increased sales conversions.
• Launched successful products by conducting thorough market research and identifying customer needs.
• Maintained Jira user stories, bugs and incidents
• Developed comprehensive go-to-market strategies, ensuring successful product launches and brand positioning.
• Presented compelling product demonstrations at industry conferences, garnering significant interest from potential customers and stakeholders alike.
• Reduced production costs through strategic supplier negotiations and process improvements.
• Optimized product performance with data-driven analysis and continuous improvement initiatives.
• Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Prioritized roadmap in order to achieve product goals and metrics.
• Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.

Achievements-

• Drove organisational improvements in customer satisfaction scores (CSAT) with 90% greater than 9/10 CSAT score
• Created SOP repository for development team
• Rewarded 'Mary Kom' Leader at work for grit shown
• Top Performer in performance cycle for voice (FY 2022-23)

Clients/Projects

• Sole Product Delivery Manager/ Product Owner for all NBFC + BFSI voice product clients
• Managed various phases of design and development for Voice bots both SaaS and on-premise

Responsibilities

• Conducted market research to identify emerging trends and customer preferences in Voice Chatbot domains
• Translated business goals, feature concepts and customer needs into prioritised product requirements and use cases.
• Wrote and communicated functional and business level requirements to development team.
• Compared company products to competitors' products to assess market competition.
• Ran A/B testing and pilot programmes with early stage products and samples to test outcomes and determine next steps for development.
• Built product roadmap and prioritise items with stakeholder buy-in for assigned product line to guide team on areas to focus on.
• Defined and executed launch plans to build market anticipation and excitement for voice products.
• Help client identify and achieve the product success metrics with user funnel
• Deliver statistics reports of MAU of product and monitor dips, if any

Clients/Projects

• Total KYC (250+ Clients like ICICI, Paytm, Razorpay, HDFC Life, etc) - help for kyc checks for customer
• Central KYC (Client - Growthsource) - Provide central repository of kyc documents for customer across all Financial institutions

Responsibilities

• Created SOPs for Project management to be followed which includes - different tools, and techniques and sample reports
• Own cost benefit analysis for new requirements coming and maintain/prioritize product backlog by liaising with directors, BD heads, CXO's

Clients/Projects

• Manage Loyalty Points (Intermiles) Platform for Redemption and Accrual for flight booking
• Manage Customer issues raised by Customer support in Zendesk ticketing tool

Responsibilities

• Prioritize and maintain Product backlog post liaison with business stakeholders
• Interact and manage with vendor teams on daily basis and hold scrum sessions for updates, demos and requirement gathering sessions
• Led customer issue resolution, reduction by 35% issues over 2 quarters
• Increase ticket sales by working with marketing/sales team to support to suit upcoming campaigns, offers etc.

Achievements

• Youngest Project Manager to win ‘Best Team Management Leader' (July 2019)

Clients/Projects

• Chatbots for HDFC Limited (On-site); SBI General Insurance, ; Pre-Sales PoC including website/app bots, Voice Bot , WhatsApp Bot

Responsibilities

• Reduce 66% call volume at customer care centre with chatbot as L1 support
• Reduce TAT time to less than 1 min for General FAQs for users
• Provide guidelines to product owner to maintain product backlog based on customer feedback with ongoing projects
• Manage and deliver Chatbot projects by leading a team of 20+ data scientists, developers, technical leads, testers and Business Analysts
• Proactively interact with key client stakeholders and technical teams for requirements gathering and integration

Responsibilities

• BA of an internal tool used for effort estimation on agile user stories.
• Requirement gathering of customisations and POC support

Achievements

• Presented Selfdrvn app for a 2-day Gamification Workshop along with international speaker Pete Baikins to help digitize and gamify offline events (Apr'18)

Client/Projects

• Digi (Malaysia based Telecom) - Business Analyst for R&R employee app
• Selfdrvn App - Internal Project Manager

Responsibilities

• Create user stories, user journeys and Product prototyping for new features on Selfdrvn app
• Act as a bridge between business/sales/marketing and technology team
• Engage with sales prospects to identify business processes and position SelfDrvn's unique ability to solve engagement challenges
• Technical feasibility studies, user requirement analysis and solutions
• Preparation of Functional and Technical Specifications, process flows and use-case diagrams

Achievements

• Subject Matter Expert for Commission Statements Deployment of Sales Rep in Johnson and Johnson (Aug '16-Aug '17)
• Decrease the run-time of payment jobs by 50% by improving the VBA Macro code of excel-based commission statements (Jun '17)
• Standardized commission process and code for commission statements to help uniformity across sub operating companies for Johnson and Johnson (Jul '17)

Client/Projects

• Johnson & Johnson - Commissions for Spine and Knee Products

Responsibilities

• Create flows on internal tool and VBA Macro Codes to help calculate monthly commission accrual, bonus and incentives for monthly payments
• Translate stakeholder requirements to tangible deliverables such as functional specifications, use cases, user stories, workflow diagrams, test cases
• Reconcile discrepancies to locate missing payments

Achievements

• Best Performer,TCS Initial Learning Program(ILP),Coimbatore(Sep'12-Dec'12)

Client/Projects

• DTCC & Home Depot - Linux Server Management ; Deutsche Bank - Windows Deployments

Responsibilities

• Work on performance related issue on Linux Servers and Package/space management (installation/deletion/upgrade)
• Monitor alerts and coordinating with EMC, Cisco and VMware in case of issues