Sanobar Hublikar

• Partner with Product Managers and Business Analysts to plan, design, and deliver mobile and web applications using Agile (Scrum) methodologies.
• Manage program timelines, sprint planning, backlog prioritization, and delivery tracking using JIRA and Asana.
• Drive end-to-end program execution, ensuring alignment between engineering, design, and business teams.
• Lead UAT, QA validation, and release readiness, improving product quality and reducing post-release defects.
• Develop process documentation, workflow mapping, and project roadmaps, improving delivery predictability and team efficiency.

• Led the Live Channel Intervention (LCI) Program, improving support channel adoption by 25% (chat/phone) and reducing average resolution time for Selling Partners by 30%.
• Designed and launched Escalation Resolution workflows, enhancing handling of complex/reopened cases and increasing first-contact resolution rate by 20%.
• Conducted operational audits and root cause analyses on 500+ escalated cases monthly, introducing new audit streams that improved support quality and compliance by 15%.
• Managed pilot programs and process transformation initiatives, achieving 10–15% efficiency gains across multiple customer support operations.
• Collaborated with Product, Tech, Operations, and Training teams (10+ cross-functional stakeholders) to identify scale blockers and implement program-level solutions, reducing workflow bottlenecks by 25%.
• Defined KPIs, dashboards, and reporting frameworks, enabling data-driven decision-making and increasing operational visibility by 50%.

• Performed compliance and quality audits on 1,000+ cases monthly across global teams using data-driven sampling techniques, improving audit coverage and reliability.
• Conducted root cause analysis on recurring defects, implementing corrective actions that improved operational efficiency by 20% and enhanced customer experience.
• Built performance dashboards in Excel and SQL to track trends, KPIs, and defect metrics, presenting actionable insights to senior leadership and influencing process decisions.
• Partnered with Operations and Training teams to close process gaps and enhance SOP adherence, resulting in a 15% reduction in repeat errors.
• Drove continuous improvement initiatives using audit feedback loops, improving overall quality metrics by 18% within six months.

• Delivered end-to-end vendor and seller support, including onboarding, catalog management, and order operations.
• Acted as SME and trainer, mentoring new hires and improving team performance and service quality.
• Identified process inefficiencies and led Kaizen initiatives, improving workflows and reducing manual effort.
• Developed and updated SOPs, training materials, and automation solutions, improving operational scalability.
• Led a team of 8–10 members in process improvement and automation initiatives.