Diligent Senior Product Manager offering 10 years of success in product roadmap development, market research and data analysis. Highly skilled in identifying opportunities to maximize revenue. Driven and strategic with proven history of superior market penetration and product launch.
Hi, I’m
VIKRAM SHEKHAR POONJA
Mumbai
Summary
Work History
GenextStudents Private Limited
Senior Product Manager
12.2022 - Current
Job overview
- Led Product Development of Exam Generating feature on the website for tutors to be able to generate Competitive (JEE/NEET) Exams Online/Offline question papers with a few clicks, assigned students to be able to attempt it online, and system to auto assess the same and share results instantaneously on the students submitting their respective answer sheets
- Successfully launched the portal within 2 months
- Post Launch, managed subsequent feature releases basis Product Road Map and feedbacks received from end users
- Also, supported with other features like CMS, Content management, ERP.
NTUC Campus
Product Manager
08.2021 - 12.2022
Job overview
- Worked on the Inhouse migration of the Pre-School portals and apps used by Admin staff, parents and teachers to ensure smooth daily operations
- Single-handedly planned an Apple TV app for teachers at large sized schools to be able to view parents checking in/out their children at the gates, for the teachers to be able to pick/drop the child at the gates
- Was appreciated and awarded for the said Release
- Handled the project for after-school extra-curricular activities that parents can subscribe to via the Parent Portal, pay for these classes, and view progress of the child on the same
- Handled routine queries and issues posted by the Customer Support team with regards to questions or bugs regarding the App or Portal.
Trendsutra Client Servces Pvt. Ltd (www.pepperfry.com)Mumbai
Product Manager
09.2016 - 08.2021
Job overview
- Worked on Supply Chain requirements, and introduced new products like Automated Invoice & Shipment Label generation, Quality check prompts, Mode of Shipment Allocation Logic, etc. increasing productivity by 8%
- Introduced feature for select merchants to be able to ship out items directly to customers, instead of dispatching to warehouse, improving fulfillment by 12%
- Prioritized roadmap in order to achieve product goals and metrics.
- Collaborated with sales, marketing, and support teams to launch products on time and within budget.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Reviewed new opportunities to drive business strategy at planning sessions.
- Liaised with stakeholders to better understand business needs and current market landscape.
Trendsutra Client Services Pvt Ltd (www.pepperfry.com)Mumbai
Associate Product Manager
02.2013 - 09.2016
Job overview
- Created the Automated Shipment mode Allocation logic for the system to determine the quickest and most economical method of shipping the item to the customers basis the nature of item, its size and customer location.
- Launched a platform for the Marketplace merchants selling their products on the website, to be able to view and fulfill their orders via an integrated in-house system.
- Spear-headed the development of a drag n drop' Customized Wardrobe creation option on the website.
- Played a pivot role in the Integration of the In-House WMS system with a third-party ERP solution.
- Launched Auction model of transaction on the website, via which customers could place bids on items put up for auctions, and the highest bidder at the end of the tenure of the auction could buy it at the price he/she had bid the highest at.
- Consulted with product development teams to enhance products based on customer interest data.
Customer Support Assistant Manager
12.2011 - 02.2013
Job overview
- Led a Customer Support team comprising of +30 representatives, across all support channels - phone, chats & emails providing 22/7 support during the initial phase of the website
- Helped create site-level policies in the inception stages of the Organization
- Also, onboarded Salesforce as the CRM for ensuring proper documentation and process streamlining for customer contacts, and the resolutions provided to them
- Contributed towards touch point experience during the customer lifecycle – specifically on designing different treatments as per the customer life-cycle stage & customer value
- Identifying the training needs and engaging stakeholders to fulfill the training needs
- Was awarded the Employee of the Year in 2012, for exceptional contribution & performance, while leading the Customer Support Department
- Reviewed & driven process compliance & continuous improvements
- Successfully managed the operational efficiency – service levels, absenteeism, attrition, handling time, hiring, other shrinkage
- Fostered an employee centric & empowering culture through best people practices
- Planned, measured and reviewed initiatives in conjunction with Team Leaders, Quality Leaders and Managers, thereby enhanced customer experience
- Driven cost synergies and ensured efficiency in Operations.
vCustomer Services India Private Limited
Team Mentor – Customer Support & Operations
09.2009 - 12.2011
Job overview
- Ensured delivery of all organizational KPIs
- Driven cost synergies and ensured efficiency in Operations
- Fostered an employee centric & empowering culture through best people practices
- Reviewed & Driven process compliance & continuous improvements
- Led a team of 18 members and monitored their performance w.r.t Quality, Efficiency & Knowledge
- Trained teams for Support – Voice and Back-office process
- Acknowledged for the identification & improvement of opportunities within the process
- Helped design processes and process improvements to improve customer experience & efficiency
- Ascertained the trends & provided resolutions to exceptional scenarios escalated by the team.
WIPRO BPOMumbai
Associate – Subject Matter Expert – Team Leader
11.2004 - 04.2008
Job overview
- Responsible for accurate processing and adjudication of medical claims upon first receipt
- Was regularly Awarded for achieving 100% Quality
- Managed a Pilot batch team of 15 adjudicators for Complex Health Claim Adjustments as a Subject Matter Expert
- Led a team of 18-20 Health Insurance Claim Adjudicators, involving Mental Health Claims adjudication
- Successfully managed transition of pilot processes from Philippines to India, while handling hiring and training of resources.
Education
Welingkar Institute of Management, Development & ResearchMumbai, MH
PGDBA from Operations Management
2011
University Overview
Scrum AllianceMumbai
Certified Scrum Master
2017
University Overview
Mumbai University
Bachelor of Arts from Economics
2002
University Overview
Mumbai University
12th
1999
University Overview
Mumbai, Maharashtra
10th
1997
University Overview
Skills
- Process Improvement Initiatives to enhance effectiveness & efficiency
- Ensuring right operational structure, processes & practices
- Ensuring Process Control, Training & Performance, requirements and adherence of Quality Improvement Model
- Ensuring smooth transition of any changes to product, process, policy & systems
- Product Strategies
- Stakeholder Management
- Team Management
- Data-driven
- Strong communication skills
- Revenue, Resource & Cost Management
- Driving improvements to increase revenues and reduce costs
- Reviewing staffing needs, Capacity Planning, Succession Planning & ensuring appropriate adherence to the plan
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Marathi
Upper intermediate (B2)
Timeline
Senior Product Manager
GenextStudents Private Limited
12.2022 - Current
Product Manager
NTUC Campus
08.2021 - 12.2022
Product Manager
Trendsutra Client Servces Pvt. Ltd (www.pepperfry.com)
09.2016 - 08.2021
Associate Product Manager
Trendsutra Client Services Pvt Ltd (www.pepperfry.com)
02.2013 - 09.2016
Customer Support Assistant Manager
12.2011 - 02.2013
Team Mentor – Customer Support & Operations
vCustomer Services India Private Limited
09.2009 - 12.2011
Associate – Subject Matter Expert – Team Leader
WIPRO BPO
11.2004 - 04.2008
Welingkar Institute of Management, Development & Research
PGDBA from Operations Management
Scrum Alliance
Certified Scrum Master
Mumbai University
Bachelor of Arts from Economics
Mumbai University
12th
10th
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