S&P Global Market Intelligence (Global provider of financial data, analytics & technology solutions) | Gurugram, India

Senior Product Analysis and Design Specialist

• Delivered S&P Global's largest KB project in 2022 — coordinated ~45 stakeholders across Content Teams to review 856 methodology/definition documents for CIQ Pro eligibility; 380 pages reviewed and 154 additional self-service articles made available, praised as the primary driver behind the team's 143,426 Help sessions and 10K published articles at year-end
• Reduced maximum customer TAT on Help site feedback from ~14 hours to ~1 hour by spearheading an RPA automation proposal, later submitted as Salesforce Enhancement Request ER-86301
• Won the MIi3 S&P Global Innovation Contest with the 'Pro Log' community idea — a loyalty platform for power users — selected for long-term implementation
• Made SPOC for documentation across GICRS/BECRS, Vendor Escalation, and GC documents; added 40+ FAQs under sole ownership, crossing a milestone of 100 documents managed
• Trained 6+ solo stakeholders within 8 months of joining the KB Team — progressing from observer to solo trainer — while managing 5 Audits in H1 2021 against a benchmark of 4 (over-achieved)

Senior Product Analysis and Design Specialist

• Led KB/Help site operations for 10,000+ published articles serving 28K+ customers; managed 651 CIQ/XF article reviews with 40+ Content Team POCs — 50% approved for CIQ Pro, significantly expanding self-service coverage
• Redesigned operations and delivery of the help site to enhance product usability — partnered with engineers to introduce 2 AI tools (Heap and Chameleon), automated 1:1 training via video tutorials for 3 cross-functional divisions, and orchestrated tool automation with the tech team while merging acquired IHS helpsites
• Co-led a methodology reduction initiative with manager (June 2023): analysed multi-domain reports and created 10+ action items with CS and content team leader sign-off, resulting in a measurable decrease in methodology questions reaching content teams
• Facilitated the on-boarding of data division stakeholders and teams — analysed KPI reports of 18 teams and pitched the helpsite as a solution backed by data trends, on-boarded 100+ POCs, and shifted 3 teams to a shared client-facing knowledgebase
• Promoted to Senior Analyst from Sr. Application Associate in 2023, reflecting consistent 'Exceptional Achievement' performance ratings

Senior Analyst, Product Management

• Led S&P Global's largest Knowledge Base project in 2022, coordinating 45+ stakeholders to review 856 methodology documents, resulting in 154 new self-service articles.
• Won the S&P Global MIi3 Innovation Contest with Pro Log, a community platform concept selected for long-term implementation.
• Spearheaded Salesforce Enhancement Request ER-86301, reducing customer feedback response turnaround time from ~14 hours to ~1 hour.
• Developed Salesforce feedback-tracking fields and standardized analytics to improve visibility into customer feedback trends.
• Integrated 20+ WalkMe/Chameleon tours into the Help Site, enhancing customer self-service and product adoption.

Data Researcher Iil, Data/Content Management

• Resolved 413 client cases across multiple workflows with 0% external error rate, delivering the highest individual non-bulk productivity in the team for four consecutive months.
• Raised 19 process enhancements, with 15 accepted for implementation, improving workflow efficiency and automation across global operations.
• Received four appreciation emails from senior management for delivering high-quality client issue resolutions and process excellence.
• Awarded Leader of the Month (June 2020) for excellence in meeting ERA SLA targets and driving quality initiatives.
• Led cross-functional knowledge management initiatives by creating process documentation, FAQs, and stakeholder reporting while coordinating weekly product reviews.

• Won the MIi3 S&P Global Innovation Contest with 'Pro Log', a community platform concept, securing product demo funding among 130 pitches in the global competition.
• Received special mention from Global Product Head (CFO) Warren Breakstone for driving AI implementation on the product I led, the Help site (2024).
• Advanced from Sr. Application Associate to Senior Analyst (2023) via a skip-level promotion from Grade 8A to Grade 9A, driven by Exceptional Achievement ratings in Mid-Year and Full-Year 2019 reviews and 8 team-level awards (2019–22).
• Named 'Leader of the Month' (June 2020) by team management for excellence in ERA SLA adherence.
   

• BA (Honours) Economics, SGSCC, Delhi University

• CPC Program – S&P Global (CIQ Pro Platform Certification)
• WalkMe / Chameleon Platform Builder (2022–2023)
  Salesforce (Knowledge, Cases, Contacts, Reports, Dashboards)
• Thought Industries (TI) — CIQ Pro Academy course management (2023)
   

• Serving as Class Representative at IIM Ahmedabad, bridging communication between faculty, administration, and a class of 79 students.
• Organized team recreational and bonding activities, and facilitated onboarding KT sessions for new joiners at S&P Global.
• Mentored 50+ children in English, Hindi, and Mathematics across 1,250+ volunteer hours with Missionaries of Charity (2018–2026).
• Digitized donation records across 3 branches and mobilized funding through personal networks for Missionaries of Charity, strengthening data management and resource inflows.