Rahul Desai

Improved support throughput from 20 to 75+ tickets per week and reduced ticket ageing from 31 days to 7 days across a 24-person team. Lead product priorities across data integration and platform support, aligning operational needs with platform reliability and business outcomes.

Owned end-to-end data-source integrations, from requirements gathering and technical-option assessment through prioritisation and delivery. Worked with technical teams, vendors, and business stakeholders to align integration pipelines with data-quality and performance requirements.

Managed Kanban delivery for the Product Reviews system, owned roadmap prioritisation, and coordinated feature decisions with stakeholders.

Owned delivery for the Recommendation Engine and coordinated infrastructure migration work to support a more future-ready platform.

Led launch strategy for six digital sub-properties across e-commerce, insurance, and banking, coordinating product and development teams. Delivered digital experiences including a hotel metasearch site, co-branded credit-card application portal, insurance storefront, shopping portal, and browser extension.

Automated customer-service workflows for four financial institutions, reducing average call time by 15%. Automated lead-generation processes for three financial institutions to support lead capture, updates, and conversion.

Elicited customer requirements, documented needs, and coordinated with developers to shape solutions.

Worked on a travel search-engine prototype and a web application for searching and booking travel packages.

Developed e-commerce functionality for customised products, including controls to change design colour, mirror artwork, and rotate it.

Master of Professional Studies in Digital Media from Northeastern University, Boston, from 2008 to 2010.

Master of Computer Applications from the University of Mumbai, from 2004 to 2007.

Bachelor of Science in Information Technology from the University of Mumbai, from 2001 to 2004.