YASH KHANDELWAL
Bengaluru
Summary
Bilingual and visionary professional adept at navigating evolving landscapes to devise innovative solutions. Accomplished Manager with strong customer-facing, relationship-building, and incident management skills. Proven expertise in project development, lifecycle management, and continuous improvement processes.
Overview
8
8
years of professional experience
Work History
Senior Operations Manager
Decentro Fintech PVT LTD
Banglore
04.2023 - Current
- Spearheaded and implemented automated solutions for settlement and chargeback processes, significantly reducing manual efforts and operational costs
- Improved product efficiency on the payments side, leading to enhanced overall operational efficacy and heightened customer satisfaction
- Led as a product owner, overseeing the creation of an efficient dashboard to streamline technical complexity, enabling non-technical support members
- Utilized Jira for creating tickets to document and track business requirements, ensuring transparent project scoping
- Prioritized security measures to safeguard sensitive information within the dashboard
- Implemented process improvements in collaboration with internal teams, enhancing overall operational efficiency
- Contributed significantly to strategic planning sessions, providing insights into operational aspects and proposing initiatives for business growth
- Played a key role in decision-making processes related to product enhancements, process changes, and project timelines
- Developed and implemented risk mitigation strategies, ensuring strict adherence to regulatory requirements
- Conducted periodic risk assessments and audits , proactively addressing potential compliance issues
- Collaborated effectively with internal stakeholders, including product development and legal teams, ensuring alignment of operational processes with business goals
- Utilized Jira for efficient inter communication and collaboration between teams, creating tickets for project updates and feedback
- Conducted regular reviews of operational workflows, utilizing Jira to create tickets for identifying bottlenecks
- Implemented solutions for continuous improvement in collaboration with cross-functional teams.
Customer Success Manager
Odysseuss Solutions Pvt Ltd
Vadodara
12.2019 - 04.2023
- Acted as the primary point of contact for major cruise lines, collaborating closely to understand their needs and facilitating product enhancements in alignment with dynamic industry changes
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Spearheaded process and product improvement initiatives, developing and implementing standardized procedures and escalation policies for customer support
- Successfully orchestrated product enhancements, driving increased functionality and relevance in response to shifting industry demands
- Secured and maintained valuable vendor relationships, ensuring continuous and reliable access to critical live booking APIs for our clients
- Implemented streamlined procedures and escalation policies, significantly reducing resolution times and enhancing overall customer satisfaction.
Product Analyst
Proseon Technologies Pvt. Ltd
Vadodara
07.2018 - 12.2019
- Implemented robust policies and standard operating procedures to drive continuous improvement initiatives in product analysis and customer support
- Monitored and analyzed customer feedback to identify areas for process improvements and enhance the overall product experience.
- Measured core success metrics to improve future product launch phases.
- Contributed to the creation of comprehensive product documentation, enhancing user accessibility and reducing support response times.
- Collaborated with cross-functional teams, including development and marketing, to ensure seamless integration of customer feedback into the product development lifecycle.
Assistant Operations Manager
LCGC-Radwag Weighing Solutions Pvt. Ltd
Vadodara
07.2016 - 01.2018
- Managed service engineers for customer satisfaction
- Conducted E-Bidding for Instrumentation Opportunities
- Generated operational reports for management on a monthly schedule.
Sales & Support Engineer
LCGC - Radwag Weighing Solutions Pvt. Ltd
Ahmedabad
02.2016 - 07.2016
- Provided onsite support and marketing for industrial instrumentation products
- Installed and documented new instruments.
Education
Bachelor of Engineering - Electronics And Communications Engineering
VTU - Karnataka
Skills
- Product Planning
- Problem Resolutions
- Research and Due Diligence
- Inter-department Collaboration
- Product Ownership and Development
- Quality Assurance
- Operations Support
- Client Needs Assessments
- Training and Coaching
- Workflow Analysis
- Problem Resolutions
Timeline
Senior Operations Manager
Decentro Fintech PVT LTD
04.2023 - Current
Customer Success Manager
Odysseuss Solutions Pvt Ltd
12.2019 - 04.2023
Product Analyst
Proseon Technologies Pvt. Ltd
07.2018 - 12.2019
Assistant Operations Manager
LCGC-Radwag Weighing Solutions Pvt. Ltd
07.2016 - 01.2018
Sales & Support Engineer
LCGC - Radwag Weighing Solutions Pvt. Ltd
02.2016 - 07.2016
Bachelor of Engineering - Electronics And Communications Engineering
VTU - Karnataka
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