Kritika Dwivedi profile photo 1 on Tal

Kritika Dwivedi

SaaS Implementation Analyst | Client Onboarding & Platform Configuration | Data & Process Optimisation

Bengaluru

5+ years of work experience

Mamba Sounds
May 20245 mosSep 2024

Edinburgh, Scotland, United Kingdom

As part of my MSc in International Business Management, I worked as a consultant for Mamba Sounds, an Afrobeat record label. Over three months, I collaborated with the management team to improve operations and develop strategies for growth in the competitive music industry. Key Responsibilities: -Conducted operational and market analysis for an independent music label as part of MSc consultancy project -Analysed competitors, customer engagement, and growth opportunities -Collaborated with internal and external stakeholders to align strategy -Reviewed marketing and sales data to identify efficiency improvements -Advised on optimal allocation of a £50k UK government grant -Presented recommendations to senior stakeholders
Vonage
Jun 20221 yr 3 mosAug 2023

Banglore

• Configured, managed, and monitored SMS routing APIs across multiple carrier connections, ensuring messages were correctly routed, delivered, and performing within agreed service levels. • Worked hands-on with API-based integrations, assessing traffic flow, delivery reports, and routing logic to ensure smooth end-to-end message delivery. • Proactively monitored platform performance, identifying routing failures, latency issues, and anomalies, and coordinating with engineering and carrier partners to resolve issues. • Analysed large datasets related to SMS traffic, delivery rates, failures, and billing using Excel, Tableau, and Power BI to identify trends, risks, and optimisation opportunities. • Produced regular performance reports and dashboards to communicate KPIs, service health, and operational insights to internal stakeholders. • Supported change and release activities by validating new routes and configurations, performing testing, and confirming stability post-implementation. • Documented routing configurations, recurring issues, and resolution steps to support consistent delivery and knowledge sharing across teams.
Polycom
Oct 20217 mosApr 2022

Gurugram, Haryana, India

• Supported enterprise customers by analyzing Salesforce CRM data related to cases, accounts, and product usage to identify recurring issues, trends, and improvement opportunities. • Used Salesforce reports and dashboards to track ticket volumes, resolution times, escalation patterns, and customer impact across accounts. • Extracted and analysed support and sales-related data using Excel to support internal reporting, performance tracking, and decision-making. • Collaborated with sales and account teams by providing data-driven insights on customer issues, product adoption challenges, and support risks.
Dell
May 20183 yrs 6 mosOct 2021

Gurugram, Haryana, India

Provided hardware and software support to enterprise customers Managed customer cases using CRM tools like Salesforce Documented troubleshooting steps and resolutions Collaborated with internal teams to resolve escalated issues

Kritika’s AI Stack

claude
claude
deepseek
deepseek
openai
openai
ChatGPT
ChatGPT
ChatGPT Images
ChatGPT Images
Zapier
Zapier

Education

Heriot-Watt University

Msc international business management

Heriot-Watt University

20231 yr2024
Digital Vidya

Certificate, Digital marketing

Digital Vidya

20212021

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Headline

SaaS Implementation Analyst | Client Onboarding & Platform Configuration | Data & Process Optimisation

About

Implementation & Operations Analyst with hands-on experience supporting SaaS platforms, client onboarding, and data-driven service delivery. I’ve worked in fast-paced, customer-facing environments across tech and operations, including at Vonage, where I supported carrier operations by working with SMS routing APIs, monitoring service performance, analysing usage and billing data, and collaborating cross-functionally to resolve issues and improve efficiency. I bring a structured, analytical approach to problem-solving, with strengths in data analysis (Excel, Tableau/Power BI), stakeholder communication, and process optimisation. I’m motivated by roles where I can bridge business needs and technical solutions, and I’m keen to grow within implementation, onboarding, and SaaS delivery teams.

Location

Bengaluru

AI stack

claude

deepseek

openai

ChatGPT

ChatGPT Images

Zapier

Work experience

Project Captsone at Mamba Sounds, May 2024 - Sep 2024 · 5 mos, Edinburgh, Scotland, United Kingdom, As part of my MSc in International Business Management, I worked as a consultant for Mamba Sounds, an Afrobeat record label. Over three months, I collaborated with the management team to improve operations and develop strategies for growth in the competitive music industry. Key Responsibilities: -Conducted operational and market analysis for an independent music label as part of MSc consultancy project -Analysed competitors, customer engagement, and growth opportunities -Collaborated with internal and external stakeholders to align strategy -Reviewed marketing and sales data to identify efficiency improvements -Advised on optimal allocation of a £50k UK government grant -Presented recommendations to senior stakeholders

Carriers operations analyst at Vonage, Jun 2022 - Aug 2023 · 1 yr 3 mos, Banglore, • Configured, managed, and monitored SMS routing APIs across multiple carrier connections, ensuring messages were correctly routed, delivered, and performing within agreed service levels. • Worked hands-on with API-based integrations, assessing traffic flow, delivery reports, and routing logic to ensure smooth end-to-end message delivery. • Proactively monitored platform performance, identifying routing failures, latency issues, and anomalies, and coordinating with engineering and carrier partners to resolve issues. • Analysed large datasets related to SMS traffic, delivery rates, failures, and billing using Excel, Tableau, and Power BI to identify trends, risks, and optimisation opportunities. • Produced regular performance reports and dashboards to communicate KPIs, service health, and operational insights to internal stakeholders. • Supported change and release activities by validating new routes and configurations, performing testing, and confirming stability post-implementation. • Documented routing configurations, recurring issues, and resolution steps to support consistent delivery and knowledge sharing across teams.

Technical Support Engineer at Polycom, Oct 2021 - Apr 2022 · 7 mos, Gurugram, Haryana, India, • Supported enterprise customers by analyzing Salesforce CRM data related to cases, accounts, and product usage to identify recurring issues, trends, and improvement opportunities. • Used Salesforce reports and dashboards to track ticket volumes, resolution times, escalation patterns, and customer impact across accounts. • Extracted and analysed support and sales-related data using Excel to support internal reporting, performance tracking, and decision-making. • Collaborated with sales and account teams by providing data-driven insights on customer issues, product adoption challenges, and support risks.

Technical Support Specialist at Dell, May 2018 - Oct 2021 · 3 yrs 6 mos, Gurugram, Haryana, India, Provided hardware and software support to enterprise customers Managed customer cases using CRM tools like Salesforce Documented troubleshooting steps and resolutions Collaborated with internal teams to resolve escalated issues

Education

Msc international business management, Msc international business management, Heriot-Watt University

Certificate, Digital marketing, Digital Vidya