Anupriya Mall

As a seasoned Customer Experience Manager with 15+ years of experience, I have successfully led initiatives across various roles, including Iteration Manager, Project Manager, Business Analyst, and QA. This diverse background has equipped me with a deep understanding of the customer lifecycle and the ability to translate customer insights into actionable strategies. I excel at customer journey mapping, data analysis, process improvement, and stakeholder management, consistently driving positive customer outcomes and exceeding business objectives.

Transport

• Modernization of legacy mainframe applications in the Vehicle Finance and Vehicle Leasing domains by successfully transforming them into SaaS products. This involved enhancing the end-user experience through the implementation of innovative digital workflows. This transformation aimed to improve efficiency, agility, and customer satisfaction.

Digital Media

• Commercial Data Platforms. TDD, News Corp Australia, Front-end for dashboards to for internal salespersons or external ad agencies to slice and dice the data across News Corp Network.

Telecom

• Business Intelligence, VIU, Vodafone Idea Limited, Master data management system for sites being used by Telecom Company; it provides the capability for adding new sites and cells and managing the existing sites and cells.,Less waiting time for users while uploading bulk amount of data due to FTP upload. Mail Notifications are being sent to the users for any correction required in their bulk uploads of data within 30 mins of their action.
• Microsite, Vodafone Idea Limited, To communicate the merger information to general public. Providing flexibility to Business user to change the content of website through content management system for creating awareness in public users.
• Budgeting System, BOLT (Budget Online Tool), Vodafone Idea Limited, BOLT is used to capture the circle budget requirements in different budget cycles. The circle network users will submit their requirements in terms of quantity and capex. Which is then verified by a super admin, super admin can also change these details if necessary. Reduction in Manual Process (Calculation) Availability of historic data.
• Business Intelligence, Olympus, Vodafone Idea Limited, Olympus is an unprecedented business solution, which measures, reports and tracks profitability at the tower level, sourced from all verticals of Telco, like finance, sales & marketing and network. The output is 100+ globally defined telecom KPIs at the tower level aggregating up to Pan India., Enables the users in performing designated actions to turnaround unprofitable sites. An unmatched look-n-feel and smooth navigation gives an excellent and enriched customer experience.,

GRID Provisioning

• Global Business Intelligence, Apple, Noida, The Global Reporting Information Database – or GRID - is a set of data commonly used in Finance reporting. This data is stored in the Enterprise Data Warehouse - or EDW - and accessible by end users through Business Objects universes. This project is to automate manual process of provisioning user’s access. The end users can create reports, schedule reports and do analysis of the data., Build an infrastructure to automate access to application which user is interested in. User can add/update/remove their access through a User Interface Screen which gets routed to manager and security liaison group who reviews access request form and based on their reporting needs the access is provided once this has been approved.

Career Centre and Recruitment Hub

• A component of the Applicant Tracking System, Apple Inc., The goal is to centralize the candidates and leads into one single source for recruiters to manage the candidates pool in addition to streamline the entire recruitment process within Apple to on board the candidate and provide application tracking reporting. The Recruitment Hub shall operate as the main place where managers, recruiters and other professionals handle their day-to-day recruiting responsibilities. Career Center comprises of two portals intended for different candidate categories. External Career Center: Job site for external candidates for searching and applying to Apple jobs. Additionally, candidates can create profiles, add jobs to a cart for bulk job application and create email agents on select job selections. Internal Career Center: Job site for internal candidates.

CRM applications

• Customer Support Services (GCRM), Apple Inc.: CRM application to support selling of its products and maintain customer relationship, which is known as GCRM (Global Customer Relationship Management).

• Provide Business Analysis support and input to the (RFP) process
• Perform detailed as-is and to-be business process analysis.
• Elicit and document all requirements – High Level & Detailed Requirements for business & IT changes.
• Work with Business Stakeholders to prioritise and negotiate required versus desired features based on competing outcomes, benefits, and the cost & time to implement.
• Obtain sign-off of the requirement documents from the requirement owners, Technology Solution Architecture, Test teams, business SMEs and Project Manager.
• Support the Technical Solution Architect with gain the business team sign off to the technology solution.
• Accountable for the traceability of business outcomes to requirements to business and technical designs and testing activities and to the final solution that is delivered.
• Experience in project management, requirement management, planning, estimation, analysis and team and client management.
• Understand and resolve issues with processed data effectively and efficiently.
• Good communication skills, able to communicate well within and outside the organization.
• Mentorship skills to coach team how to follow agile scrum.
• Coordinate and facilitate Sprint planning, daily stand up, review, backlog refinement, demos, and retrospectives.

• Star of the Month, Award for Excellence, 09/02/13
• On the Spot Awards, Award for Excellence, 06/05/13
• Star of the Month, Award for Excellence, 11/14/17
• Best Auditor award, Award for Excellence, 04/26/19
• Star of the Month, Award for Excellence, 05/12/20
• Contextual Master, Award for Excellence, 10/01/20
• Star of the Month, Award for Excellence, 06/06/23

• Passport Date Of Issue: 08/24/18
• Date of Birth: 06/16/85
• Nationality: Indian

• Digital : Design Thinking for Growth and Transformation Consultants Certification
• Professional Scrum Master I
• Microsoft Azure Fundamentals AZ-900
• ISTQB Foundation