Bharathi Chandrabose

As a Manager of Online Experience, I identify customer friction across digital platforms by analyzing customer feedback and mapping customer journeys. I collaborate with cross-functional teams to optimize the user experience, ensuring seamless and engaging interactions on Home Depot’s online platforms. My role involves leveraging data insights to drive continuous improvement in digital touchpoints, enhancing overall customer satisfaction and engagement.

Responsibilities:

• Conducted in-depth analysis of customer data to identify key pain points and opportunities for improvement in customer journey
• Spearheaded launch of Quantum Metric in Mobile app.
• Collaborated with cross function teams to implement data driven recommendations and measure their impact
• Created dashboards and tags in Quantum Metric to track and communicate key metrics and insights to stakeholders
• Conducted training and presentations on customer experience best practices for cross functional teams.
• Contributed to development of A/B tests to optimize various touchpoints in customer journey
• Investigated customer complaints and escalated issues to address critical requests.
• Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.

Key Results:

• Identified over 190 opportunities in past year, resulting in gross demand of $54M+.
• Supported 200+ product feature releases by creating more than 75 event tags supporting desktop application and 150 event tags for native app
• Conducted 90+ Quantum Metric training sessions and office hours with more than 350 attendees.
  

Awards & Recognitions:

• Winner of CPD Signal Awards for the category "Quantified Empathy Leader" presented by Quantum Metric
• Received 2nd HY award for "Creating Shareholder Value"
• Recognized with 4 Homer awards

Responsibilities:

• Defined product strategy, roadmap, enhancements and innovation pipeline for B2B2C mobile phone insurance line of business
• Delivering project in partnership with tech teams and measuring impact
• Develop clear strategy and business rationale for enhancement and expansion of different features and functionalities
• Strategic road map development - near and long term vision that will drive iterative value
• Storytelling and socialization of product with business and technology stakeholders.

Product: Payments - Implementing 3D-Secure

Description: Implementing 3D-Secure authentication, a fraud prevention measure for all the online payment transactions. The authentication acts as an added layer of security when taking card payment and also shifts the liability for the payment transaction from the merchant to the issuing bank.

Product: Customer Experience Management - Net Promoter Scores

Description: Responsible for improving the Net Promoter Scores and enhancing customer feedback. Performed vendor analysis and worked on getting leadership buy in for replacing the existing vendor.

Product: Mobile Application with Tech Support Feature

Description: The product aimed at improving the mobile experience of the users by adding tech support features to mobile app.

Key Results:

• Reduced fraudulent activities by 10% and eliminated chargeback
• Enable 4x growth in subscriber base in under 2 years.
• Acquired 2 new global contracts generating $30M in annual revenue.

Project Description: Customer site operations team is responsible for seamless customer online experience at homedepot.com. The project aims at increasing the overall conversion rate of the site which is achieved by effectively monitoring and tracking the key performance indicators(Orders, Visits, Revenue and Conversion Rate), addressing/identifying the voice of the customers and driving customer reviews and ratings by executing campaigns.

Responsibilities:

• Lead the team on implementation, testing and optimization of analytics and performance monitoring tools and services
• Optimize the implementation of Analytics and reporting tools such as Adobe Omniture and Tableau
• Track and monitor customer complaints by visualizing the voice of the customer, utilizing the tools such as Foresee, Qualtrics and ClickTale.
• Build automated audit and regression plans using tools such as Blue Triangle
• Facilitated requirements validation sessions with the stakeholders to clarify high level requirements and gather functional specification
• Worked with Product Owners to ensure that the priorities are addressed and timelines met

Product: Inventory Position Efficiency (SmartList)

Description: The initiative aimed to reduce store labor costs, limit fluctuations in on-hand inventory, and drive sales through a proactive task list. Currently, the processes that store associates use for Inventory Positioning, On-hand Maintenance and outages can be repetitive and inefficient. Altering and removing repetitive steps in these, processes will drive value to the business through reduced labor cost and increased customer service.

Product : Bay Directed Packdown

Description: The product aimed at accelerating packdown process on top sales bays to improve shelf availability, instock position and maintain overhead organization

Product : BOPIS Cancellation Alerts

Description: The product aimed at reducing the cancellation of online orders due to incorrect onhand updates across the cross functional systems.

Key Benefits:

• Financials: $14.0M of annual payroll productivity (“stay in the department” 60/40 benefit).
• Drive Department Supervisor productivity in store through the streamlining of current work flows (~5 hrs/wk/store or 10% reduction in current time spent on the task)
• Enhance customer service through improved shelf availability and maintenance
• Improve overall In-Stock through singular, actionable task list
• Drive sales through better product availability

Responsibilities:

• As a subject matter expert for assigned area, assisted in product design and vision.
• Have been the primary liaison between product managers and development teams and communicated scope changes to the delivery team.
• Created, updated and gained Customer approval on epics and user stories.
• Collaborated daily with Customers and third parties to understand detailed inputs for user stories.
• Worked with business analysts and developers to articulate detailed user stories to the scrum team.
• Champion the voice of the user, ensuring feature requests to solve a user problem or fulfill a user need.

Project Description:

The customers today can purchase BOPIS (Buy Online Pickup in Store) and BOSS (Buy Online Ship to Store) items on their ecommerce site and pick up the items in the store. This application lacking key features that would drive efficiency and expedite service. As a result, stores are employing complex work around practices to process these orders. The BOPIS-BOSS project enhanced the current system to streamline in-store processes & align store and online customer order processes.

Responsibilities:

• Requirement Gathering, Documentation, Analysis, Design, Implementation and testing of webservices.
  
• Developed ER and UML diagrams for all the design, and documented all the process flows using MS Visio.
  
• Worked on Jquery/Html 5 ,Xtream API , REST API ,Apache Ant Lib,Junit Test Cases,SVN
• Managed a large scale Migration Project on handled devices ( MC75 -> TC70) , Application were migrated from .net platform to HTML5
  
• Managed a team of 10+ offshore & 3 onshore reources.
• Effectively used Jenkins for packaging and deployment .