Riya Dua

Email : riyadua2014@gmail.com | Mob: 9654443256

https://www.linkedin.com/in/riya-dua-/

Brief Overview
Currently associated with Pinelabs as a Product Manager, having a work experience for over 3.5+ years.
Young, Dynamic and Energetic individual with end-to-end ownership of processes and achieve results in quick turnarounds
for Organization
Industry exposure- Payment, Telecommunication, NBFC/Fintech, Manufacturing and Service industry.
Core Competencies- Customer Engagement, Data Management, Marketing Strategy, Customer Lifecycle Management, Product
Lifecycle Management, Digital Marketing, Customer Retention, Cross Sell, NLP Chatbots

Corporate Exposure

Pinelabs, Delhi (October,2021-Current)

Product Manager
• EMI Life
Stitching the customer service flow for the platform and forming the communication plan to send out the same as per the customer fit.
• Whatsap Chatbot
Stitching the process of outbound communication to the merchants with yellow messenger and executing campaigns for the same.
Stitching the process for automated Chatbot flow the communication to be sent.

Affordability Manager
• Payment Gateway
Ensuring smooth functioning of payments gateways for all mobile and laptop merchants and brands. Interacting with the
merchants in order to adhere to various requirements to shorten the process flows and suggesting on website UI/UX in order to
increase the customer hold flow on the website to increase the end conversion rate. Ensuring timely resolutions to merchants and
brands, especially Apple, in order to ensure seamless flow. Interacting with internal stakeholders to get the merchant/brand
requirements fulfilled.
• Data Analytics
Maintaining and analyzing the data requirements as required with a little exposure to Tableau.

• Engagement
Managing Samsung as an account in terms of increasing the business and ensuring transactions at each store. Regular Connects (virtual/in
person) with Samsung affordability SPOCS in order to strategize to increase the business.

Bajaj Finance Limited, Pune (May,2018 - September,2021)

Product Manager

• Marketplace
Stitching end to end process for Bajaj Ecommerce website along with onboarding the Key Account dealers on the same.
Fabricating API integration to cater to the prerequisites of the key account dealers for stock management and delivery
process. Focus on designing campaigns and analyzing the user funnel for more and more order conversion.
• RBL Credit Card
Construing the process of going live with credit card and designing customer offerings with doing end to end rec on for
the same. Handling all kinds of customer escalations with proper in-time resolution and sharing daily champions with the
sales team in order to motivate them to drive the same. Re-launch it with even more streamlined process with focus on
more digital campaigns to increase the RBL customer base.
• Reward Redemption
Driving of reward redemption on RBL Credit Card. Constructing the process for the sales team to drive this customer-
oriented initiative. Enhancing the process flow for smooth functioning and pulling of various initiatives to motivate the
sales team to drive the same along with designing their incentive structure. Ensuring a proper recon of the same after big
days for timely dealer payments.
• BFL Employee App
Giving the requirements from business perspective for the built of Employee App. Comprehensive coordination with the
respective stakeholders for the built development. Ensured pilot launch in Pune. End to end download to the sales team
for this app and making them accustom to use the same for their own benefit.
• Chatbots
Creating & designing guided chatbots to source Cross sell products, missed at point of sale. Designing and execution of
the selling strategy to create more than 30 Lacs of revenue per month. Stitched the process for getting the case booked
end to end for the customers. Analyzing the insurance campaigns time and then for more effectiveness and greater
revenue each month.
 • Cross Sell Products
Driving of cross-sell products like Insta EMI card & Addon card. Defining the flow of the product along with enriching
it with customer offerings and downloading the same to the sales team. Defining the incentive structure for the sales team
and publishing daily appreciation to the best in the sales team category for motivating the non-performers to earn more.

Industry Internship Details

Bharti Airtel
Summer Intern Program, Marketing (February to May 2017)
Inclination towards digital marketing along with understanding of the global business and the product
portfolio. Daily news update to learn how is the company standing around the world and signing up for
various awards. Designing various guided chatbots for the understanding of the voice business. Working
with a group of international AISEC interns for widening of the opportunities of marketing of Airtel global.
Instalively
Summer Intern, Marketing (July to September 2015)
Responsible for Generating Leads & converting them for Live Streaming (B2B Product). - Pivot to Building a
community around Live Streaming with brands & You Tubers. Doing the live streaming of various events of a
student’s college life to communicate know how’s, of the college to the students for picking up a right platform
based on education/sports/extra curriculars.
Wooplr
Summer Intern, Fashion Stylist (July,2014)
Catalogue Styling & Photo shoot coordinator, represent the app to clients who require styling for their products
that will eventually sell on the app.
Dynamic Engineers
Winter Intern, Operations (December,2013)
Intermediate between sales & production function to management production planning & ensure effective
scheduling for one-time delivery of products to match sales requirement in the most effective, efficient & timely
manner.
Indian Centre Foundation
Winter Intern, Events (December,2013)
Worked for Indo-Japan summit. Managing all the Organizing part of the event. Drafting invite letters to the
ministers of various countries with keeping a proper track of the same and replying them in consultation with the
senior.
Coordinating for the Conference arrangements and the guest stay at the premium hotels.

Notable Achievements
• Awarded HEROS for Key account dealers enrollment on Marketplace (2021)
• Awarded masterstroke for driving Credit Cards (2020)
• Awarded masterstroke for working in ZBB (2020)
• Awarded HEROS for organizing Samvaad (2020)
• Scored first position in the chatbot sourcing contest organized within the consumer durable team. (2020)
• Awarded HEROS for Building bot capabilities and sourcing 3Cr premium and being the core
team member of LRS. (2020)
• Awarded a Trophy for launching & managing UDVR app (2019)
• Awarded HEROS for organizing Samvaad(2018)
• Awarded HEROS for driving Addon Card (2018)

EDUCATION
Qualification Institute Year % / CGPA
MBA (Marketing) IBS Hyderabad ICFAI University 2018 7.09 / 10
Bachelor’s in Economics Honors Maitreyi College Delhi University 2016 64.30%
HSC Delhi Public School RK Puram 2013 82.25%
SSC Delhi Public School RK Puram 2011 81.60%