Anu -

Worked on competitor analysis and benchmark study for new loyalty program design, troubleshooter existing Privilege Program related customer queries and issues, building and drafting process documentation, worked closely with partners and third party service providers, handled B2B and B2C customers, cross functional collaboration for efficient customer service, loyalty customer service project management, drafted FAQs and product manual, worked on escalation matrix ,conducted workshopsfor customer service & problem resolution

Product management in SaaS with backlog refinement, epics, user stories ,use cases , user acceptance criteria drafting and functionality testing, Efficient customer friendly UI/UX design, product delivery with Agile and Scrum, functional and non functional specification documentations. Feature additions and stakeholder management.

Client management and cross functional collaboration for marketing and understanding the customer needs, worked on effective marketing strategies and effective solution provider for the clients in business

Development in fintech domain with experience in developement of Dapps and ICO token platform for token sale and distribution using ERC20 standards and ethereum using solidity & node js ,mongoDB Building Stellar transactions for multi signature wallets Development of Tokens swapping & ether conversions Smart contract apps for flight insurance Dapps in hospital administration ,election Testing contracts using metamask , etherscan , rinkeby ,ropsten Experience in technical documentations and presentations related to blockchain technology Requirement analysis for blockchain Speech Diarization Artificial intelligence project

Experience in working with billing software for VOIP and invoicing telecom providers that empowers the cloud voice and application providers by simplifying and automating back office provisioning, billing and integration. Worked with feature additions and client requirements for various telecom clients for VOIP services, packages and invoicing, thus it simplifies rating and billing of calls and services. Feature testing and user acceptance criteria of various features in telecommunication industry for FTP access, CDR, Portal billing, ticketing, feature requests. Worked on resolving the feature tickets and customer issues raised by clients Business intelligence tools like powerBI for effective business decisions Performed requirement analysis and collation based on the inputs from the client and team interactions; written technical documentation of the projects that include both perspectives. Performed user acceptance testing on the product before launch, and after launch while monitoring and resolving customer escalations and tickets. Knowledge and understanding of OOP concepts. Designed user interface and developed use cases for a number porting facility web portal: A project to port away numbers from one carrier to another which was in line with the porting process and standards provided by British telecom. Performed user interface designing of a voice portal for telecom providers: A project in which a customized voice portal has been provided for the telecom providers with icon, brand name, products name, and their services. Created user interface and managed tax profile rating portal: This was the first US project started by DRD ,where the US tax profile has to be incorporated into rating the VoIP calls and services for billing a US telecom client.

Client Interaction and handling customer queries Solutions for customer account issues Marketing bank products Identifying critical issues and proper escalations