Kala Nandini Uppala
Senior Product Analyst @Rentokil Terminix
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WORK HISTORY
Senior Product Analyst @Rentokil Terminix
Owned delivery of high-impact features in the Customer Communication Management (CCM) system and Self-Serve Portal by turning customer service feedback into actionable product improvements reducing resolution times by 20%. • Delivered high-impact features including email-on-call document sharing, invoice aging indicators, and automated unapplied credit detection—streamlining customer interactions, improving first-call resolution by 35%, and strengthening pipeline transparency • Defined acceptance criteria, user flows, and edge cases in close collaboration with Engineering and QA, driving a 22% increase in first-time QA pass rate. • Partnered with engineering to scope backend logic and API needs, identifying key data fields for seamless integrations—accelerating sprint velocity and reducing dev cycle time by 25% • Integrated Salesforce Marketing Cloud with NPS workflows, resulting in a 25% increase in survey response rates and improved CX insights. Applied A/B testing and cohort analysis to identify underperforming features and drive continuous iteration based on user behavior. • Authored BRDs and API/UI specifications, accelerating stakeholder sign-off and cutting development delays by 20% Strategic Project & Vendor Management• Served as a strategic consultant for a major customer service improvement initiative, expertly managing vendor relationships and project prioritization, successfully steering the project back on track and saving $100k in potential delays and penalties.• Coordinated with architecture, integration, BI, and reporting teams to ensure cohesive project alignment and successful execution, boosting customer satisfaction and retention.Post-Merger Platform Optimization & Migration• Reorganized Jira post-merger by reducing workflows and issue types, enhancing issue resolution.• Orchestrated the migration of 500k pages from Quip to Confluence, preventing over $100k in potential subscription renewal costs.
EDUCATION
Vasavi college of engineering
Bachelor's degree, Electronics and Communications Engineering
Duke University - The Fuqua School of Business
Master’s of Quantitative Management, Strategy
St Andrews High School, Suchitra
Secondary School Education
ABOUT KALA NANDINI UPPALA
I love products. I love building them, scaling them, improving them—and most of all, making sure they actually solve problems for customers. At my core, I’m a customer-obsessed Product Manager who believes that great products start with listening. I work at the intersection of data, design, and empathy to drive solutions that not only meet KPIs but earn customer trust.Whether it\'s launching a new self-service tool, streamlining backend workflows, or delivering delightful UI enhancements, I focus on driving measurable impact. I thrive in ambiguity, embrace failure as part of iteration, and rally cross-functional teams around clear, customer-first goals. In the past few years, I’ve:1. Led cross-functional roadmaps for CCM and Self-Serve Portals, improving customer retention by 9%, reducing churn, and working on Go-To-Market Strategy2. Worked with engineering, UX, ops, and marketing to go from concept to launch at scale using tools like Jira, Confluence, Lucid, Figma and Salesforce Marketing Cloud3. Championed customer feedback loops that directly shaped product decisions using Agile methodologies.With a Master’s degree in Quantitative Management (Strategy) from Duke University’s Fuqua School of Business and a background in strategic consulting, I bring a structured, results-oriented approach to solving complex business problems. Beyond product work, I’m passionate about leadership and communication. I founded and led a Toastmasters Club, mentored peers across teams, and have consistently taken on roles that demand clarity, influence, and collaboration.I enjoy diving into problems that don’t yet have a playbook—and creating one. Always learning. Always shipping. Always raising the bar.
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