Leading end-to-end onboarding for B2B logistics clients by designing scalable, intuitive workflows tailored to multi-piece (MPS) and single-piece shipment (SPS) operations. Collaborating with tech teams to streamline proof-of-delivery (POD) capture and validation using OCR-based solutions, improving accuracy in last-mile tracking. Spearheading UI/UX improvements to reduce manual processes such as zone-to-zone mapping and rate card uploads, enhancing the customer onboarding experience. Using AI tools like N8N,EmergentSh,Manus,Vercel,Gpt models to automate the manual operations and fetch the right data from the clustered data. Working closely with leadership and founders to identify onboarding blockers and define a roadmap for seamless B2B product adoption, supporting ClickPost’s evolving carrier ecosystem.

As an Associate Product Manager at Kapture CX, I lead strategic initiatives to enhance our CRM platform, combining user-first thinking with a strong foundation in AI and automation technologies. AI & Automation Integration: Spearheaded the training of AI/ML models using large-scale datasets to improve chatbot accuracy and intent recognition. Developed an internal RPA tool, Fastlane, to streamline repetitive tasks and reduce operational latency. Product Strategy & Roadmapping: Drive the definition and execution of product roadmaps by identifying user pain points, conducting gap analysis, and aligning cross-functional teams to deliver high-impact features. Client-Focused Innovation: Work closely with enterprise clients such as Zepto, Hamilton, Jockey, Eureka Forbes, and Aditya Birla to validate requirements, propose scalable in-house solutions, and ensure alignment with business goals. UX & Feature Development: Lead UI/UX enhancements to ensure a seamless user experience across modules. Collaborated on the design and delivery of next-gen features including chatbot orchestration, AI-driven ticket routing, and NLP-based ticket classification. Cross-Functional Collaboration: Actively liaise with engineering, QA, customer success, and design teams to translate ideas into deliverables, prioritize features, and maintain agile delivery cycles.

At LeadSquared, a leading CRM and marketing automation platform, I served as a Business Analyst within the Professional Services team, focusing on delivering high-impact solutions to clients, particularly in the healthcare sector. CRM Implementation Expertise: Led end-to-end CRM implementations, ensuring seamless integration and adoption across diverse client environments. Connector Integration: Developed and managed integrations with various third-party applications, enhancing system interoperability and client workflows. Client Engagement: Provided exceptional customer handling and email management services, fostering strong client relationships and ensuring satisfaction. Custom App Development: Designed and deployed custom applications tailored to specific client needs, improving operational efficiency and user experience. Team Coordination: Collaborated with cross-functional teams to align project goals, timelines, and deliverables, ensuring successful project outcomes. Healthcare Vertical Specialization: Specialized in the healthcare domain, contributing to projects for prominent clients such as Medibuddy, Manipal Hospitals, CK Birla Healthcare, Cloud Nine, HCL Avitas Healthcare, Paras Hospital, and Cult Fit. Onboarding Processes: Streamlined onboarding experiences for patients and doctors, enhancing user engagement and satisfaction. Certifications: Admin Certified Implementation Expert