Shalini Rai

12+ years of work experience

Oct 20205 yrs 11 mosPresent

Defined product vision and multi-quarter strategy for the self-service platform, translating market and customer research into a prioritized roadmap. Owned roadmap prioritization across 4+ product domains (identity, onboarding, self-service administration, customer engagement), delivering 90%+ of committed PI scope across multiple planning cycles. Led delivery of 15+ customer-facing capabilities across onboarding, CDA (Customer Delegated Admin), Corrective Actions, reporting, and notifications. Drove measurable business impact by prioritizing self-service capabilities for user-account management, reducing dependency on Support teams and improving platform scalability. Influenced roadmap investment decisions supporting digital experiences used by 660+ managers, 200+ franchise organizations, and 100+ auditors of Walmart.

Jan 20191 yr 10 mosOct 2020

Enhanced chatbot intent capture rate from 19.5% to 76% by analyzing chat sessions and implementing strategies such as modified paraphrases, device and synonym additions, and QID creation. Boosted chatbot coverage from 32% to 68% by training the system with an updated and enriched database.

Sep 20144 yrs 4 mosDec 2018

Created technical and marketing content, including website copy, landing pages, email campaigns, SEO blogs, and social media content. Increased brand visibility and lead generation through content marketing, email campaigns, SMO, and blogging. Led a content team by assigning tasks, reviewing deliverables, and ensuring high-quality, user-centric content.