CHARAN SAI B

Core Responsibilities

• Own customer app, internal ops app (rent/return, dispatch, QC), CRM, service workflows, job cards, lead/ticket module, asset management & billing systems.
• Lead discovery → PRDs → design → sprint execution → release → iteration cycles with engineering & design.
• Drive product decisions through metrics: utilization, fleet health, NPS, TAT, failure rates, repeat rentals.

Key Outcomes

• Improved fleet turnaround efficiency by 38% by redesigning dispatch, service, and QC flows.
• Increased repeat rentals by 31% via funnel improvements in onboarding, plan selection & booking.
• Reduced service TAT by 22% through structured job-card flows and technician workflow redesign.
• Built a unified CRM enabling lead → ticket → rental → feedback journeys used daily by 100+ ops staff.
• Launched vehicle downtime tracker & predictive service alerts, bringing downtime down by 27%.
• Collaborated with business, operations, and field teams across 8+ cities for requirement alignment.Built the company’s complete mobility and operations product stack from 0 → live.
  
  Discovery & Client-Facing Work
  • Ran discovery with operations, field, service, and CX teams to understand workflow gaps.
  • Conducted user interviews to define rental, service, and support requirements.
  • Translated scattered inputs into clear specs, flows, and actionable product plans.
  
  Product Execution
  • Designed and shipped the full rental journey: search → booking → payments → ride → return.
  • Built internal Ops App for fleet: job cards, break-down handling, QC, workflows, assignment flows.
  • Created CRM for leads, tickets, payment issues, feedback, and asset visibility.
  • Defined acceptance criteria, wrote user stories, and ensured end-to-end quality during releases.
  • Led sprint meetings, prioritization sessions, and alignment with engineering and design.
  • Supported QA, triaged bugs, and ensured stable deployments under tight timelines.
  
  Analytics & Iteration
  • Tracked usage patterns, drop-offs, and support ticket types to guide improvements.
  • Rolled out iterative changes to reduce downtime, speed up service cycles, and improve reliability.
  • Identified misuse, anomalies, and repeat-pattern issues to strengthen the product.
  
  Selected Outcomes
  • Improved rental completion reliability by refining fleet flows and service processes.
  • Reduced service turnaround time through better job card design and workflow clarity.
  • Enhanced ticket resolution by building unified CRM + SLA mechanisms for the support team.
  • Increased operational transparency across fleet, service, and support functions.

• Developed dashboards at Operations, Business, and Directorial levels, resulting in a
  remarkable 33% increase in revenue and a substantial 28% reduction in operational
  costs.
• Conducted comprehensive analysis of GPS data to identify peak traffic areas and
  strategically opened new service hubs. This initiative significantly improved customer
  retention rates, soaring from 3% to an impressive 42%.
• Implemented segmentation analysis to identify the most suitable vehicles for clients
  and customers, effectively reducing vehicle damage costs by an impressive 35% while
  also contributing to enhanced customer retention.
• Executed combination analysis on spare parts, leading to an overall increase in the
  efficiency and performance of the vehicles, further optimizing operational
  effectiveness