Vikrant Dubey

Manage Customer Data Platform implementation and optimization for airline customer data across digital and OTA channels. Integrate multiple data sources, including OTA bookings, passenger data, CRM records, and digital event tracking systems, into the CDP ecosystem. Design data schemas, event tracking frameworks, and identity resolution models to enable unified customer profiles. Develop sandbox environments for proof of concept testing, validating event mapping, and audience segmentation use cases. Partner with marketing and analytics teams to build segmentation strategies targeting OTA customers, to drive direct bookings on the airline website. Prepare technical documentation, including data dictionaries, schema mapping, migration plans, and solution architecture documents.

• Resolved 100+ customer issues, increasing operational efficiency by 15%, and minimizing downtime by 20%. Spearheaded the adoption of three advanced technologies, reducing implementation delays, and improving system reliability by 18%. Showcased 5+ technical solutions with sales teams, leading to a 10% increase in overall adoption rates. Conducted biweekly technical sessions, raising stakeholder satisfaction levels by 12% and reducing escalations by 15%. Designed optimized implementation strategies, cutting resolution times by 25% for critical customer accounts. Mentored 10+ team members, enhancing skills, and improving collective productivity levels by 20%. Delivered tailored reports to stakeholders, achieving a 90% satisfaction score for problem-solving insights provided.

Managed a portfolio of 50+ accounts, maintaining 88% retention rates, while achieving 90% SaaS renewal benchmarks. Increased upsell and cross-sell revenue by 15% across 12 key accounts through targeted account management strategies. Conducted quarterly business reviews, improving client satisfaction scores by 10%, and strengthening long-term partnerships. Resolved 95% of escalations within 10 minutes, driving a 20% improvement in first contact resolution rates. Collaborated across departments, lowering escalation volumes by 20% through effective client communication. Delivered strategic insights for product enhancements, boosting adoption rates for three key solutions by 25%.

• Increased platform adoption rates to 70% by onboarding 25+ clients with customized training sessions and workshops. Standardized 10+ implementation best practices, improving operational timelines by 20% across multiple client accounts. Achieved a 9.4/10 CSAT score, ensuring consistent delivery of value-aligned solutions, and customer success initiatives. Minimized escalation rates by addressing 80% of customer issues proactively within 24 hours. Delivered weekly strategic updates, ensuring alignment with client objectives, and business success metrics.

• Developed 5+ proof-of-concept solutions using AI and blockchain, reducing manual processes by 30% overall. Enhanced solution scalability for 10 or more enterprise clients, improving system uptime and reliability by 15%. Delivered monthly analytics reports, enabling clients to achieve improved decision-making efficiency of 20%. Collaborated with tech teams to deploy cloud solutions, reducing operational costs.

• Executive Relationship Management - job role is to develop long-term sustainable business relationships with client and business consultants. This position will be responsible for managing client engagements, business development, sales and consulting activities.

• Monitoring the National and International Customer traffic and Analyzing what are the demands of the customer and creating daily report on that and providing all the necessary Information to my web development team and sales department for the updates and discussing with my team about the Report, Best part is to work as a team and enjoying every phase of daily work.