Pankaj Phogat

Built centralized admin dashboard improving VideoKYC user management efficiency by 25%. Introduced user allocation logic, cutting manual work by 40% and improving workload balance. Improved VideoKYC call connection rates by 30% by resolving critical drop-off issues. Conducted market research and competitor benchmarking to align product capabilities with trends, improving customer satisfaction by 10% and optimizing product positioning. Introduced client-facing release notes for improved feature adoption and transparency. Designed and deployed real-time chat during live calls to enhance agent-customer communication. Ensured 100% adherence to product roadmaps and backlog clearance by driving sprint planning, prioritizing features from customer insights, and aligning execution with business goals. Implemented multi-lingual agent call allocation, improving case resolution speed by 18%. Built and deployed a funnel analytics dashboard providing real-time insights into call completions and customer journeys, driving data-led decisions and cutting support queries by 20%.

Led transition from credit-based to an advance payment model, reducing NPAs by 75% and improving efficiency to 92%. Automated payment clearance workflows using OTP integrations, saving over 1,000+ man-hours annually. Conducted A/B testing and segmentation to recover 12% conversion drop during payment model transition.

Achieved 82% customer retention, highest across the business vertical. Enhanced customer journey satisfaction by 40% through feedback-driven feature enhancements and user engagement.