Kavita Sahay
Brampton
Summary
Over all 13+ years of IT experience along with results-driven Senior Product Manager with 8+ years of experience in product ownership, digital transformation, and CRM solutions within the telecom industry. Adept at leading cross-functional teams, defining product roadmaps, and aligning business needs with technology solutions. Strong expertise in cloud-based CRM systems, customer experience (CX) strategies, and Agile methodologies. Passionate about leveraging data-driven insights to drive product innovation and business growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Product Manager – Digital & CRM
Bell Canada,
09.2019 - 03.2025
- Enhanced product lifecycle management by collaborating with cross-functional teams.
- Defined product vision and strategy to align with market demands.
- Improved user experience with design improvements and user testing feedback.
- Exceeded revenue targets, launching successful product iterations.
- Spearheaded cloud migration initiatives, integrating CRM with telecom billing and order management systems to streamline customer interactions.
- Acted as a liaison between business, vendors, and IT teams, ensuring smooth product delivery and issue resolution.
- Managed vendor relationships for CCaaS & CRM solutions (Salesforce, NICE CXone, Genesys Cloud), evaluating proposals and ensuring cost-effective solutions.
- Implemented AI-driven customer engagement tools, improving digital self-service adoption by 25%.
- Led Agile product development with cross-functional teams, including UX/UI designers, developers, and QA teams, ensuring on-time, high-quality releases.
Senior Business Systems Analyst
Rogers Communications
04.2015 - 08.2019
- Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.
- Achieved successful system deployments by coordinating cross-functional teams throughout all stages of development.
- Developed customized reports, meeting specific department needs while ensuring data accuracy and accessibility.
- Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
- Enhanced product features by coordinating feedback from cross-functional teams.
- Oversaw development cycles for improving product quality and user satisfaction.
- Managed the roadmap for customer service automation, enhancing telecom contact center operations by integrating IVR, chatbots, and omnichannel support.
- Partnered with marketing and customer experience teams to design and launch AI-based customer intent models, improving first-call resolution rates by 20%.
- Optimized customer journey workflows, leading to a 15% increase in Net Promoter Score (NPS).
- Worked closely with finance teams to ensure budget optimization and cost control for CRM and customer service technology initiatives.
Business Analyst
HSBC Bank
08.2009 - 03.2012
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
Web Content Manager
Express Infotech Ltd.
04.2007 - 03.2009
- Approved, reviewed and edited content flowing to website.
- Collaborated with marketing and design teams to develop and plan site content, layout, and style.
- Managed content distribution to online channels and social media platforms.
- Conducted regular content audits to identify gaps and redundancies of content.
Education
MBA - Finance
Symbiosis Institute of Management Studies
Pune, Maharashtra, IndiaBachelor of Arts - Economics
Marwari College, Ranchi
Ranchi, Jharkhand, IndiaSkills
- Product strategy
- Market analysis
- Roadmap development
- Stakeholder management
- Product Roadmap & Strategy Development
- CRM Systems (Salesforce, Microsoft Dynamics)
- Agile (Scrum, SAFe) & Product Backlog Management
- Cross-Functional Team Leadership
- Vendor & Stakeholder Management
- Business Analysis & Customer Journey Mapping
- Data-Driven Decision Making
- Budget & Financial Planning
Languages
English
Full Professional
Hindi
Full Professional
French
Limited Working
Certification
- Certified ScrumMaster (CSM)
- Certified Scrum Product Owner (CSPO)
- SAFe 6 Agilist
- TOGAF
- Diploma in Software
- Diploma in Music (Voice)
Timeline
Product Manager – Digital & CRM
Bell Canada,
09.2019 - 03.2025
Senior Business Systems Analyst
Rogers Communications
04.2015 - 08.2019
Business Analyst
HSBC Bank
08.2009 - 03.2012
Web Content Manager
Express Infotech Ltd.
04.2007 - 03.2009
MBA - Finance
Symbiosis Institute of Management Studies
Bachelor of Arts - Economics
Marwari College, Ranchi
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