Design tools- Figma, sketch, Adobe XD
Prateek Gaurav
Bangalore
Summary
A seasoned professional with a proven track record in strategy, innovation, and product management, I excel in driving user-centric UI/UX design, data-driven decision-making, and process optimization. With expertise in full-stack MERN development and Agile methodology, I have successfully led initiatives that enhanced productivity and reduced operational costs.
Overview
14
14
years of professional experience
96
96
years of post-secondary education
Work History
Sr. Manager Strategy and Innovation
NinjaCart Pvt Ltd
5 2022 - Current
- Optimizing Cx Operational expenses from ₹6.5 Cr to ₹2.5Cr
- Developed the complete in-house CRM named CRM-360
- Successfully deployed a pilot project in Bhuj, generating ₹3.5 Cr in annual revenue.
- Increased Video KYC call success rate- from 46% to 78%
- Reduced bugs from 45 to 30 monthly,
- Reduced Complaints closure TAT from 121 Hrs to 12Hrs
- Increase productivity by 45%
PMO
Signzy Technologies Pvt Ltd
01.2022 - 05.2022
- Established project governance, improved on-time delivery by 25% organization-wide.
- Centralized information distribution, increased stakeholder satisfaction by 30%.
- Optimized resource allocation, enhanced project efficiency by 15%.
- Automated processes and workflows, reducing operational costs by 25%.
- Forecasted project risks, reducing risk-related issues by 35%.
- Strengthened delivery team, boosting overall productivity by 50%.
Project Lead
PayU Payments Pvt Ltd
10.2020 - 01.2022
- Managed portfolios of two top Indian banks, ensuring seamless execution.
- Delivered 28 projects in 2 years, including major integrations. (Min and Full KYC for prepaid Cards, Created customer footsteps events)
- Designed in-house Transaction Risk Engine, adopted by 20 Indian banks.
- Integrated Rupay Card transactions, expanding payment options for customers.
- Reduced post-release defects by 80%, improving overall project quality.
- Increased on-time project completion rate by 80% successfully.
- Established a lessons learned repository, benefiting future project efforts.
Team Lead – Project & Customer
01.2018 - 01.2019
- Managed Service Delivery team, Complaints Management, and Escalation Desk including organizing incentive programs and providing employee feedback
- Created a new system for tracking goal completion and recording changes, client requests, and timeline revisions
- Worked together with clients’ Product and Portfolio team to understand the new requirements and follow up till the closure
- Working closely with Hr and clients in forecasting and closing the resource requirements.
Team Lead
WIBMO India Pvt. Ltd
01.2016 - 01.2018
- Handling a team of 2 trainers and 5 Quality Associates for Operations and ensuring no compromise on the quality
- Taking accountability on cascading to the contact center officers with any new changes going live in the production
- Creating scorecards, setting up the quality parameters, arranging refreshers training creating new tools requirements which help officers to address the customer queries faster and better
- Analyzing and working on the customer feedback to offer the better, App and Customer experiences
- Conduction motivational and fun activities for a lively atmosphere
- Prepared reports, financial documents, and Quality summaries when necessary
- Communicated directly with clients to schedule meetings and provide updates and Weekly and monthly review.
Process Trainer
01.2014 - 01.2016
- Conducting process and product training for the new hires
- Creating and maintaining the process documents
- Ensuring quality and consistency across the full scope of learning activities
- Provides verbal and written feedback to New Hires regarding performance in the training room environment
- Develops training ideas, techniques, and methodologies through constant research
- To work as part of the staff team to achieve our organizational/team goals
- Regularly communicating performance and with key stakeholders (Managers/
- Assistant Managers) and maintaining the 0% of attritions throughout the entire journey.
Sr. Associate Tester
Enstage Software Pvt Ltd
01.2011 - 01.2014
- I was handling the Complete UI Testing for many unique products and services
- Maintaining all the parameters and performance above the Bar
- Creating and publishing multiple required reports
- Closing the top escalation in a minimal time
- I was also part of the Fraud Analysis team.
Education
Secondary School -
Airforce School Jodhpur
Jodhpur, India2004
Higher Secondary - PCM
Airforce School
Jodhpur, India2006
BE - EE
MECRC Rajasthan
Jodhpur, India2010
Certified Scrum Master -
PMI Institute
03.2019 - Current
Certified Associate in Project Management
CAPM
Bengaluru, India2020
Skills
User-Centric UI & UX Design
Software
API tools - Postman, BitBucket, Kong
Project Management Tool - MPP, Libra, Trello
Jira, Confluence, Notion
Mongo, Express, Reactjs, JavaScript
Timeline
PMO
Signzy Technologies Pvt Ltd
01.2022 - 05.2022
Project Lead
PayU Payments Pvt Ltd
10.2020 - 01.2022
Certified Scrum Master -
PMI Institute
03.2019 - Current
Team Lead – Project & Customer
01.2018 - 01.2019
Team Lead
WIBMO India Pvt. Ltd
01.2016 - 01.2018
Process Trainer
01.2014 - 01.2016
Sr. Associate Tester
Enstage Software Pvt Ltd
01.2011 - 01.2014
Sr. Manager Strategy and Innovation
NinjaCart Pvt Ltd
5 2022 - Current
Secondary School -
Airforce School Jodhpur
Higher Secondary - PCM
Airforce School
BE - EE
MECRC Rajasthan
Certified Associate in Project Management
CAPM
Key Achievements
- Secured a top 10 position in the IIT Techfest.
- Two-time winner of state hackathons.
- Winner of an inter-company hackathon.
- Received the Game Changer Award twice in the current company.
- Received the Customer Impact Award.
- Received the Product Innovation Award.
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