Pratima Gupta
Customer Experience Manager
Noida
Summary
Lean Six Sigma and CXAC certified customer experience manager with 11+ years of experience. Capable of effectively collaborating and leading a team.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Customer Experience Manager
Udacity
08.2022 - Current
- Responsible for mapping customer journey and implementing Service Innovation opportunities for process improvement to impact CX & EX
- Project Manager for creating and implementing Support Center of Excellence
- Worked on improving the retention rate for the company. Cross-collaborated with Product, Content and several senior leaders to implement the improvement opportunities. Improved retention by 3% in first 2 months
- Improved informative communication to B2B customers. Open rate for the campaign was ~33% with CTR of ~50%
Sr. Product Ops Specialist
Gartner
03.2018 - 07.2022
- Part of Peer Insights customer experience and product improvement team. Lead a team of three associates
- Worked on Projects such as Revamping (Digitalizing) User Interaction where we created the journey map and completed feasibility impact analysis to identify major improvement projects, Customer Support Platform/SugarCRM integration, Customer Satisfaction (CSAT) Survey and improved CSAT by 52% in 6 months, Customer Experience Management (CEM) Dashboard to track WoW updates and GDPR Implementation
- Oversee the strategy and day-to-day inflow of queries from users and vendors. Resolve reviewer/customer/vendor issues and conduct feedback sessions for product improvement
- Identify the target audience and create customer reach-out campaigns. Create survey questionnaire, user profiling, vendor and market comparison
- Partner with product managers and clients to identify and evaluate product improvement opportunities
Product Ops Specialist
Gartner
04.2017 - 02.2018
- Responsible for operations and processing of the reviews submitted to Peer Insights platform
- Manage stakeholder expectations and queries
- Assist with hiring, onboarding, coaching, and evaluating on-site associates
Sr. Research Associate
Fiserv
10.2016 - 03.2017
- Supported strategic plans of the company by providing research information
- Created competitor/customer profiling, market analysis, strategies etc.
- Worked on scoping, data collection, analysis and preparation of deliverable (PowerPoint, Excel & Word document)
- Prepared Competitive Landscape/Competitor Compatibility Matrix for Competitive Benchmarking
- Managed the team of two associates as a Project Manager for CU Sales Support
- Prepared analysis of existing and potential business directives
- Internal Trainer for databases such as Avention, Ovum, CEB, Asian Banker, Factiva, Bloomberg, Thomson etc.
Research Associate
Fiserv
06.2013 - 10.2016
- Perform market research and data analysis
- Create competitor and customer profiling including financial analysis, market analysis, future strategies etc.
- Conduct surveys regarding competitors’ products and technologies they are dealing with and analyzed competition to evaluate market penetration
- Full-time billable resource for CU Sales team
- Design and delivery of Market Insight and CU Sales Newsletters
Senior Manager - BD
Ceasefire Industries Limited
04.2012 - 05.2013
- Increased business, made strong Clientele, and looked after Sales from initiation to after-sales services
- Had complete knowledge of the technical aspects of all the products under Ceasefire Umbrella.
Education
PGDM (Marketing & Finance) -
EMPI Business School
01.2010 - 01.2012
B.Tech. (Biotechnology) -
S.R.M. University
01.2006 - 01.2010
Skills
Customer Engagement
Journey Mapping
Persona Creation
User Profiling
CSAT
NPS
Process Improvement
Escalation Management
Data Analysis
Market Research
Lean Six Sigma
Eloqua
SugarCRM
Zendesk
Tableau
Strongview
JIRA
WordPress
Microsoft Office
Websites
Certification
Lean Six Sigma Black Belt
Awards Recognition
- Received 'Shining Star Reward' in Q2, 2015 and Q1, 2016 for outstanding performance
- Received Level-1 and Level-2 Living Proof Recognition Award for consistent performance in 2016
- Attended Gartner's Symposiums to increase visibility for Peer Insights, Recognized for initiating Peer Insights' customer support platform
Timeline
CXAC (Cert.)
07-2023
Lean Six Sigma Black Belt
03-2023
Customer Experience Manager
Udacity
08.2022 - Current
Sr. Product Ops Specialist
Gartner
03.2018 - 07.2022
Product Ops Specialist
Gartner
04.2017 - 02.2018
Sr. Research Associate
Fiserv
10.2016 - 03.2017
Research Associate
Fiserv
06.2013 - 10.2016
Senior Manager - BD
Ceasefire Industries Limited
04.2012 - 05.2013
PGDM (Marketing & Finance) -
EMPI Business School
01.2010 - 01.2012
B.Tech. (Biotechnology) -
S.R.M. University
01.2006 - 01.2010