Shreya Kumari

Lead a team of product operations specialists, overseeing cross-functional initiatives aligned with BU OKRs to improve operational outcomes. Conducted user surveys for a new product offering, gathering actionable insights that shaped feature prioritization and reduced friction in user journeys. Collaborated with UX and Engineering teams to wireframe and design a chatbot, reducing SLA by 28% within the first month and enhancing end-user satisfaction. Launched JIRA automation workflows, eliminating manual task dependencies and decreasing turnaround time by 25%. Spearheaded process improvement projects, increasing SLA adherence and enabling faster resolution cycles. Partnered with R&D, Product, and Design teams to enable smoother feature rollouts, accelerating go-to-market execution by 18%. Created team enablement resources and SOPs, driving consistency, scalability, and faster onboarding of new team members.

Supported the development of product strategies that improved customer engagement by 25%. Managed query resolution for end users, achieving a 99% closure rate within 2 business days. Analyzed customer feedback trends, driving a 20% improvement in feature adoption. Implemented automation in query handling, reducing manual workload and improving SLA compliance. Maintained detailed documentation of operational processes, enhancing team efficiency by 30%.

Delivered an 83% on-time implementation rate by streamlining project planning and client messaging across onboarding workflows. Designed and delivered training materials, ensuring a standardized onboarding experience across all client segments. Trained the Customer Support team on a new product, enabling independent query resolution and reducing SLA violations. Partnered with Product and Engineering teams to configure implementation parameters, accelerating go-live timelines. Improved client retention by 27% through proactive engagement and follow-ups during and post-onboarding.

Conducted periodic quality assurance audits, improving process compliance by 25%. Collaborated with Product and Design teams to conceptualize low-fidelity wireframes for 4 new product offerings. Developed standardized issue tracking and resolution processes, reducing query turnaround time by 30%. Championed user feedback integration into product iteration cycles, resulting in 52% improvement in client satisfaction.

Analyzed user behavior data to identify drop-off points, contributing to an 18% reduction in churn. Supported student engagement strategies, leading to a 22% increase in daily active users. Coordinated with UX designers and curriculum teams to resolve friction points, improving learner satisfaction scores by 12%. Assisted in lifecycle campaigns, recovering 8% of inactive users through re-engagement flows. Delivered product training sessions for internal support teams, reducing query escalation by 28%.