Shital Gawade

About Shital Gawade

I am an accomplished professional delivering over 7.5 years of career success with consistent track record of progression, repeatedly achieving goals and producing immediate improvements.My dexterity lies in empowering Digital Experience Platforms (Chatbot, Live Chat, WhatsApp bot) & CRM through collaboration with cross-functional teams to gather CRM requirements, customize workflows, streamline processes, and improve efficiency in customer interactions.Over the time, I have proved my excellence in managing end-to-end delivery / product / program / project planning & implementation from scope management, to activity sequencing, effort estimation, risk analysis to quality management in line with the guidelines & norms.Key Achievements: • Successfully delivered high-impact product solutions by effectively communicating with stakeholders, employing strategic thinking, and demonstrating robust interpersonal skills to seamlessly coordinate and enhance the optimization of product development processes. • I possess demonstrated understanding of tools such as JIRA, Figma, SharePoint, Wireframe, BRD & PRD.

Experience

1. Lead-product Management

   airtel

   Aug 2022 — Present

   Airtel ThanksApp:Chatbot Product Operations Manager• Received the High Flyer Award (Q3 ’23), receiving CEO appreciation for exceptional contribution under the category of Spirit of Collaboration. • Received the CE Vertical Award (Q4 ’23) for the fastest 100% rollout of the Digital experience channel - Chatbot, along with reducing manual interactions to 8%. • Nominated for the Q4 ’23 CEO Award for Chatbot interaction reduction under the category of Customer Satisfaction Index.• Owning the Chatbot, Live Chat, and WhatsApp bot, and defining and managing digital product strategies to achieve demonstrable results.• Utilizing Lean Product Development principles and Agile methodologies to achieve customer-oriented unique Go-To-Market targets. • Solving 150+ user experience cases within the duration of one quarter, which resulted in a 131% increase in customer engagement.• Adapting various RCA outcomes and data analysis to flexibly reduce Chatbot tickets by 75% in sync with increasing Daily Active Users.• Contributed savings of INR 35 Crore in 2022- ’23 using Chatbot by reducing the overall interactions by 22% and increasing customer retention by 17%. • Understanding products with their interrelationships to business and ensuring appropriate availability & stability to the business.• Delivering product vision through continuous ideation, translated requirements into a functional roadmap; collaborating with Engineering teams to drive product design, prioritized product backlog, and user stories.• Introducing NLU (ML) model and requiring governance by building superior ML training cases, through Engineering Delivery Management.

Education

• KET's V.G. Vaze Kelkar College

  10+2, Science

  2006 — 2008

• Brahmin Sagha's, Vartak Nagar Madhyamik Vidyalaya, Vartak Nagar, Thane

  Xth, Primary and Secondary Education

• University of Mumbai

  Bachelor's degree, Electrical and Electronics Engineering

  2009 — 2013

• Jamnalal Bajaj Institute of Management Studies (JBIMS)

  Master's degree, Finance

• Datta Meghe College of Engineering

  Bachelor of Engineering (B.E.), Electrical, Electronics and Communications Engineering

  2013