---
title: "Kritika Dwivedi - Project Captsone in Bengaluru | Tal"
description: "Meet Kritika Dwivedi, SaaS Implementation Analyst | Client Onboarding & Platform Configuration | Data & Process Optimisation based in Bengaluru. AI stack includes claude, deepseek, and openai."
image: "https://tal.club/meet/kritika-dwivedi/share-image"
---

# Kritika Dwivedi on Tal

## 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

[View the original profile](https://tal.club/meet/kritika-dwivedi)

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