Prerna Murmu profile photo 1 on Tal

Prerna Murmu

User Experience Designer focused on User Research and Design.

Bengaluru

5+ years of work experience

Jan 202511 moDec 2025

Ranchi

Conducted user research and gathered customer feedback to redesign the Johargram e-commerce website, improving digital customer experience and contributing to an increase in conversion rates. Created wireframes, prototypes, landing pages, and dashboards in Figma, presenting digital information clearly for non-technical users and improving task efficiency by approximately 20%. Performed usability testing on landing-page variations, documented findings, and identified opportunities to improve content clarity, customer engagement, and conversion performance. Developed user personas, journey maps, and research documentation to support customer-focused digital improvements. Created and presented a comprehensive style guide to support consistency across customer-facing digital assets and marketing materials.
Accenture
Jun 20211 yr 3 mosAug 2022

Maintained accurate ticket records, tracked issue status against defined timelines, and ensured timely follow-up through structured workflows. Performed quality-focused reviews of recurring customer issues, identified process gaps, and coordinated corrective actions with DevOps, Security, and Product teams. Created and maintained troubleshooting documentation, FAQs, runbooks, and knowledge-base articles to support consistent service delivery and faster issue resolution. Managed escalations and communicated clearly with internal stakeholders to ensure accurate information transfer and effective handoffs. Drove process improvements by analyzing recurring customer pain points and improving documentation and self-service support.
Accenture
Feb 20211 yr 1 moFeb 2022

Bengaluru, Karnataka, India

Wipro
Jan 20206 mosJun 2020

Communicated directly with client to understand concerns and resolve them in a friendly, professional manner. Maintained accurate documentation of every interaction and its outcome for follow-up and quality review. Followed established processes while ensuring customers received clear and helpful communication. Escalated unresolved technical concerns appropriately to support timely resolution.
DXC Technology
Sep 20181 yr 3 mosNov 2019

Managed a high volume of individual customer interactions daily, balancing responsiveness with quality. Worked within a team to consistently meet service-level and customer satisfaction expectations. Managed a high volume of individual customer interactions while balancing responsiveness and service quality. Managed and prioritized 60–80 cloud-support tickets daily, maintaining 98%+ SLA compliance and 90–95% CSAT in a deadline-driven service environment.
HCLTech
Jun 20171 yr 3 mosAug 2018

Built foundational skills in active listening, rapport-building, and complaint handling through daily customer interactions. Resolved queries directly where possible and ensured a smooth handoff for anything requiring escalation. Worked collaboratively within a team to meet service-level expectations. Directed unresolved queries to the appropriate teams, ensuring smooth handoffs and escalation.

Prerna’s AI Stack

claude code
claude code
cursor
cursor
gemini
gemini
ChatGPT
ChatGPT
Figma Make
Figma Make

Education

National Institute of Fashion Technology, India

Master's in Design, UI/UX

National Institute of Fashion Technology, India

Karunya university

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Headline

User Experience Designer focused on User Research and Design.

About

At Accenture, my journey as a Cloud Operations Engineer was marked by developing cloud solutions that were not only robust but also user-centric. Incorporating my UI/UX design expertise from a Master's in Design, I crafted interfaces using Figma to enhance user experiences, ensuring our solutions were intuitive and accessible. Problem-solving is at the core of my professional ethos; collaborating closely with teams to troubleshoot and refine features, my focus is always on delivering value and elevating the customer journey. It's this blend of technical acumen and design thinking that has propelled our projects to success, and I'm eager to continue pushing the boundaries of innovation in cloud technology.

Location

Bengaluru

AI stack

claude code

cursor

gemini

ChatGPT

Figma Make

Work experience

User Experience Designer at Johargram, Jan 2025 - Dec 2025 · 11 mo, Ranchi, Conducted user research and gathered customer feedback to redesign the Johargram e-commerce website, improving digital customer experience and contributing to an increase in conversion rates. Created wireframes, prototypes, landing pages, and dashboards in Figma, presenting digital information clearly for non-technical users and improving task efficiency by approximately 20%. Performed usability testing on landing-page variations, documented findings, and identified opportunities to improve content clarity, customer engagement, and conversion performance. Developed user personas, journey maps, and research documentation to support customer-focused digital improvements. Created and presented a comprehensive style guide to support consistency across customer-facing digital assets and marketing materials.

Cloud Associate at Accenture, Jun 2021 - Aug 2022 · 1 yr 3 mos, Maintained accurate ticket records, tracked issue status against defined timelines, and ensured timely follow-up through structured workflows. Performed quality-focused reviews of recurring customer issues, identified process gaps, and coordinated corrective actions with DevOps, Security, and Product teams. Created and maintained troubleshooting documentation, FAQs, runbooks, and knowledge-base articles to support consistent service delivery and faster issue resolution. Managed escalations and communicated clearly with internal stakeholders to ensure accurate information transfer and effective handoffs. Drove process improvements by analyzing recurring customer pain points and improving documentation and self-service support.

Cloud Operations Engineer at Accenture, Feb 2021 - Feb 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India

Technical Associate at Wipro, Jan 2020 - Jun 2020 · 6 mos, Communicated directly with client to understand concerns and resolve them in a friendly, professional manner. Maintained accurate documentation of every interaction and its outcome for follow-up and quality review. Followed established processes while ensuring customers received clear and helpful communication. Escalated unresolved technical concerns appropriately to support timely resolution.

Technical Solutions Representative at DXC Technology, Sep 2018 - Nov 2019 · 1 yr 3 mos, Managed a high volume of individual customer interactions daily, balancing responsiveness with quality. Worked within a team to consistently meet service-level and customer satisfaction expectations. Managed a high volume of individual customer interactions while balancing responsiveness and service quality. Managed and prioritized 60–80 cloud-support tickets daily, maintaining 98%+ SLA compliance and 90–95% CSAT in a deadline-driven service environment.

IT Analyst at HCLTech, Jun 2017 - Aug 2018 · 1 yr 3 mos, Built foundational skills in active listening, rapport-building, and complaint handling through daily customer interactions. Resolved queries directly where possible and ensured a smooth handoff for anything requiring escalation. Worked collaboratively within a team to meet service-level expectations. Directed unresolved queries to the appropriate teams, ensuring smooth handoffs and escalation.

Education

Master's in Design, UI/UX, National Institute of Fashion Technology, India

Karunya university