Priyesh Kumar

• Sr. Analyst, UX Researcher July 2022 – June 2023
  Job Description:
  Conducts analysis on the final product, raising the alarms on any overlooked defects relating to the product's interface or design as well as the solutions to such errors. This saves the business a lot of time and resources of having to make
  product modifications post-launch.
  Projects Completed:
  1. Commercial Returns and Refunds: Helped to build online returns and refunds portal for Commercial customers
  through UX Research
  2. UX Design: Built a UX prototype for returns and refunds COEP as a recommendation and suggestion with findings.
  3. Consumer Returns and Refunds: Enabled self-serve capabilities for Dell Consumer customers for returns, refunds,
  and exchanges.
  4. Sales Services: Conducted end-to-end UX Research to offer best-in-class services on Dell sales
  5. IVR Redesign: Enabling self-serve capabilities on IVR for Query incident management, text message/WhatsApp link
  sent out to customers to check order status and call back assistance capabilities
  6. My Account Experience: Increase in My account signups, enabled self-serve capabilities and decreasing call volumes
  for My account related queries.
  7. Order Tracking: Decrease assisted path, increase customer sentiments (cNPS, VOC and CSAT) and Impact KPI's
  (Decrease in activity per case, QIM Demand, orders with self- cases and increase in % of Self-serve online
  
  Steps involved for project completion:
   User Research Planning: Collaborate with cross-functional teams, including designers, product managers, and
  developers, to define research goals, objectives, and methodologies. Plan and prioritize research activities based on the
  project's needs and timeline.
   User & Stakeholder Interviews: Conduct one-on-one interviews with customers and stakeholders to understand their
  shopping behaviors, preferences, pain points, and motivations. These interviews can provide qualitative insights that
  guide design decisions.
   Usability Testing: Organize and conduct usability testing sessions where participants interact with the e-commerce
  platform to complete specific tasks. Analyze their interactions and feedback to identify usability issues and areas for
  improvement.
   Surveys and Questionnaires: Create and administer surveys or questionnaires to gather quantitative data about user
  preferences, satisfaction levels, and demographic information. Analyze the results to identify trends and patterns.
   Competitor Analysis: Study and analyze the user experiences of competing e-commerce platforms to identify best
  practices, trends, and areas where your platform can differentiate itself.
   Persona Development: Create user personas based on research findings. Personas represent typical user archetypes
  and help the team empathize with users and design with their needs in mind.
   Journey Mapping: Map out the user journey to identify touchpoints, pain points, and opportunities for optimization. This
  can help uncover areas where the user experience can be enhanced.
   Data Analysis: Work with quantitative data sources, such as web analytics, to analyze user behaviors, conversion
  rates, and other key performance indicators. Use this data to identify areas for improvement.
   A/B Testing: Collaborate with the design and development teams to set up A/B tests or other experiments to compare
  different design variations and identify which ones lead to better user engagement and conversion rates.
   Collaboration: Communicate research findings, insights, and recommendations clearly to cross-functional teams.
  Collaborate with designers and developers to ensure that research insights are integrated into the design and
  development process.
   Continuous Learning: Stay updated on the latest UX research methodologies, tools, and industry trends to ensure that
  the e-commerce platform remains competitive and aligned with user expectations.
   Advocacy for Users: Serve as the advocate for the user, ensuring that user needs and perspectives are considered in
  all design and decision-making processes.
   Tools: Glass box and Voice of Customer analytics and Community forum scrubs with Dell and competitors, One note to
  build a project scope and for documentation on daily activities, and PowerPoint to translate findings into storytelling
  slides for SVP
  
  Specialist, Order Management Oct 2018 – July 2022
  Job Description -
   Coach for Global 500 NA Team for a seamless order processing experience
   Publish daily performance report with the Team and ensure Business SLA's and KPI's are met
   Conduct regular training sessions for existing agents to ensure the team is compliant with the process and the updates
   Manage and engage the team in cross functional support within the Order Management System Organization
   Interacting with stake holders to ensure the process continues to flow without any challenges
   By-weekly calls with stake holders & updating Order Entry Instructions accordingly
   Sales Hold audit to gauge the accuracy of sales holds
   Maintain Quality Dashboards & track the bottom quartile performers
   Bridging process gaps through regular training, coaching & feedback sessions
   End to End New Hire Training & Developmental needs
   Handle escalations and follow up till closure
   Driving on reducing ON-Hold backlog and maximize the daily conversion rate

Job Description -
 Monitor the business SLA's and ensure team is compliant
 Played a key role in transition of the G500 OP process
 Part of DSA functionality testing with Dell IT team.
 Rendered additional support and backup coach for G500 OP teams.
 Re-iterate process updates during team huddles and drive the same within the teams
 Regular cadence with Sales to reduce the Sales hold backlog and improve FPY
 Mentoring new hires & conducting refresher training within the Team

Job Description
 Reverting to the customer's mails with the appropriate resolutions within SLA
 Handling customer escalation mails and calls
 Publishing Hourly reports and driving team to meet SLA
 Floor support – Resolve queries of the agents and mentor new hires