Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
Pinky Rawat

Pinky Rawat

Gurugram

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Manager - Product Operation

indiagold
Gurugram
01.2022 - Current


  • Responsible for the management of the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships
  • Scaling product knowledge across organization
  • Ensuring timely, audience appropriate communication
  • Act as an escalation point to drive problem resolutions in a timely and proactive manner
  • Reviewing end to end customer product experience via CSAT & NPS and routine calls
  • Help build products and features which helped improved our Resolution time and also made it easy for customers to reach out to support. Our CSAT improved from 29% in Jan 2022 to 72% in Jan 2023
  • Improved our customer retention percentage from 42% in Jan 2022 to 51% in Jan 2023
  • Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration.

Manager

LimeTray
Gurugram
09.2018 - 01.2022


  • Leading various projects for the company which have direct merchant & revenue impact
  • Collecting feedback for the new features and getting new requirements from the client to prioritize the features request in the Product roadmap
  • Understanding customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross teams
  • Act as an escalation point to drive problem resolutions in a timely and proactive manner
  • Managing a team of 10 operations executives
  • Monitoring their productivity and optimizing procedures to reduce cost
  • Increased productivity of the team whilst reducing headcount
  • Helped build enterprise Division in the organization which would only cater to to our enterprise clients. Built features and products for their use cases while also helped them improve their revenue, increase our product adoption and ensured that none of them would churn.
  • Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration.

Senior Operations Associate

LimeTray, Rawat
Gurugram
01.2018 - 08.2018
  • Responsible for the Reporting & Operational Product Line which comprises of 5 products & 2 Services
  • Oversee day-to-day operations of these products
  • Monitoring Individual & Team performance of my team
  • Delegating tasks to the team and setting deadlines
  • Taking the feedback from the clients and analysing client health on the basis of feedback and taking appropriate measures if the client health is bad
  • Setting the Team's KPI
  • Setting the individual & Team Goals
  • Helping bridge the gap between Operations & Product Team
  • Helping bridge the gap between Operations & Account Managers
  • Pinky

Customer Success Associate

LimeTray
04.2016 - 01.2018

04.2017 - 12.2017
  • Helped Build Up the Support
  • Team
  • Managing the Support team
  • Taking Feedback from clients and helping in churn control.

09.2016 - 04.2017
  • Handling One Product (LimeTray POS)
  • Responsible for making the product live for the client and getting the training done for the clients on that product Increasing adoption and reducing the churn rate of the product.

04.2016 - 08.2016
  • Providing support via phone & email
  • Assisted clients with any technical issue they face with the various applications they work on
  • Performed follow-ups and ensured the resolution on tickets by interacting with different teams
  • Worked on technical solutions research and have contributed to imparting knowledge.

Education

B.tech -

JRE
08.2012 - 06.2016

Skills

Leadership

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Software

Freshdesk

Exotel

Intercom

Excel

Ameyo

Haptik

JIRA

Timeline

Manager - Product Operation

indiagold
01.2022 - Current

Manager

LimeTray
09.2018 - 01.2022

Senior Operations Associate

LimeTray, Rawat
01.2018 - 08.2018

04.2017 - 12.2017

09.2016 - 04.2017

Customer Success Associate

LimeTray
04.2016 - 01.2018

04.2016 - 08.2016

B.tech -

JRE
08.2012 - 06.2016

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Pinky Rawat