Experience
Work Experience
I have spent the last four years at Upgrade, growing from Associate Product Manager to Product Manager II, driving initiatives across onboarding, cross-sell, fraud, and customer experience in lending products.
Key highlights include leading a company-wide CrossSell initiative, implementing OCR and SMS flows to reduce friction, and scaling customer servicing, disputes, and fraud workflows.
Product Manager II
Upgrade, Inc.June 2025 – Present • San Francisco, CA
- AI Support Agent – Home Improvement: Led the launch of AI-powered customer support for Home Improvement, designing and owning the borrower-facing chat and voice journeys on the company's conversational AI agent. Built a rigorous testing program on real customer data, spanning account states, plan types, and both chat and voice, that caught issues before they reached customers: journeys misrouting across products, missing data in the agent's answers, an AI hallucination that resurfaced after a change, and conflicting rules that produced fabricated information. Partnered with engineering to drive each fix to launch, set the testing standard for Home Improvement on the platform, and was invited into its roadmap for scaling journeys and AI evaluation
- Cross-Sell Strategy & Monetization: Co-led a company-wide cross-sell marketplace connecting ~3,500 merchants with ~2M existing Personal Loan and BNPL customers, defining eligibility across credit and risk signals. Built the channel for customers to pre-qualify and apply through merchants and route qualified leads to partners, acquiring customers into a new product line and unlocking a new revenue stream
- OCR-Driven Application Optimization: Led OCR integration in the loan application funnel to reduce borrower friction and manual entry errors, processing ~85K applications. Drove 50-60% feature adoption and 5% faster loan openings while cutting downstream verification steps and improving data accuracy
- Channel Expansion – Apply by Phone: Launched a phone-based application channel where customers start their application by phone and complete signing online, expanding reach for less tech-savvy borrowers. The hardest part was legal compliance: I built plan-specific agent scripts so a support agent could walk a customer through the same disclosures and experience by phone that they would get online.
- Bidirectional Payments SMS: Owned end-to-end a secure two-way SMS channel letting borrowers approve or decline merchant-initiated payment requests by text without opening the app. Kept the borrower experience simple by putting verification, eligibility, and fraud gates on the backend, cutting average approval time from 90 to ~20 minutes with 17% adoption post-launch
- Loan Cancellation Flow: Built an end-to-end loan cancellation workflow supporting ~200 cancellations per month that let customers cancel while recouping the disbursed funds from merchants, protecting revenue and improving the customer experience while maintaining operational integrity
- Roadmap & Executive Collaboration: Influenced shared roadmap planning by prioritizing high-impact initiatives across growth, risk, and UX. Presented progress and tradeoffs to VP-level stakeholders and drove end-to-end delivery
Product Manager I
Upgrade, Inc.Jan 2024 – June 2025 • San Francisco, CA
- Disputes & Statement Management: Led 0→1 delivery of borrower-facing dispute resolution workflows, including automated emails, post-dispute statement updates, and audit logs, supporting ~500 monthly disputes while significantly reducing resolution time and operational ambiguity
- Refunds: Owned end-to-end borrower servicing across disputes and refunds as the team SME, extending the servicing suite by building refund workflows from scratch
- Internal Customer Support Tools: Delivered internal agent tools to manage payment due dates, autopay, and a savings calculator, improving call resolution across ~1.5K monthly inquiries and reducing risk exposure
- Streamlined Authentication Flow: Analyzed the onboarding funnel to surface drop-off opportunities, then eliminated redundant verification steps and introduced a passwordless magic-link sign-in so users could get set up faster, resulting in 35% faster signups
- Risk-Based Fraud Detection: Partnered with data science to implement intelligent fraud rules, reducing fraud losses while preserving a frictionless experience for trusted customers
- Cross-Functional Product Execution: Drove alignment across engineering, design, legal, compliance, operations, and sales to execute product initiatives efficiently
Associate Product Manager
Upgrade, Inc.Aug 2022 – Jan 2024 • San Francisco, CA
- Pre-Launch Product: Partnered with engineering through blitz testing and iterative releases; translated user feedback into product changes. Built KPI frameworks used by executives to track product health for a B2B2C business scaling to ~$2B in loan originations
- Merchant Servicing Platform: Developed an internal merchant servicing center supporting ~2K merchants, enabling case-by-case configuration and operational oversight
- Analytics & Feedback Loops: Led data collection, analysis, and reporting to inform product decisions and improve user experience
Product Data Analyst
Blitz App, Inc.Sept 2021 – July 2022 • San Francisco, CA
- Cohort Analysis & Retention: Analyzed acquisition and behavioral cohorts to identify early retention risks and churn drivers, enabling targeted interventions that improved engagement
- Subscription Analytics: Automated MRR, LTV, CAC, and churn reporting, empowering pricing and lifecycle optimization that increased customer lifetime value
- Revenue/Data Infrastructure: Built pipelines processing ~100M rows/day, partnered with product to analyze pro vs non-pro behavior, increasing pro-tier conversion
- Ad Revenue Optimization & Dashboards: Defined KPIs linking ad revenue to user journeys and built executive-facing dashboards for growth and revenue visibility
Data Science Analyst
Okta, Inc.Mar 2021 - Sept 2021 • San Francisco, CA
- Generated comprehensive reports and dashboards analyzing user search behaviors and product engagement patterns using machine learning models and product analytics tools, identifying content gaps and shaping product strategy
- Implemented efficient pipelines for data cleaning and manipulation using Python and SQL, enabling high-value ad-hoc analyses that uncovered actionable business insights
- Supported successful feature launches by developing real-time Tableau analytics dashboards that captured internal and customer interactions, providing visibility into adoption metrics and enabling rapid optimization
Data Scientist Intern
Gilead Sciences, Inc.Apr 2020 - Dec 2020 • Foster City, CA
- Collaborated with data engineers to develop ETL workflows in Azure Data Factory to analyze over 2 million patient health claims
- Built machine learning models to identify target patients likely to switch to a new drug and predict drug market potential
- Created data visualization dashboards with Tableau and Matplotlib providing business insights to the sales team for product promotion strategies
Data Science Analyst
BioMarin Pharmaceutical, Inc.Jun 2020 - Sept 2020 • San Rafael, CA
- Led cleaning and processing of data with SQL and Python from multiple sources to a data warehouse
- Implemented PowerBI dashboards to advise leadership on promotions, workforce diversity, employee engagement, office capacity planning, and attrition
- Designed KPIs on operational metrics to analyze gender and ethnicity pay gaps
Education
Master of Science in Information Systems
Santa Clara University, Leavey School of Business
2021 • Santa Clara, CA
- Coursework: Data Science with Python, Machine Learning, NLP, Database Management, Cloud Computing, Info. Systems Analysis & Design, Object Oriented Analysis -Java, Database Analysis & Modeling, Data Warehousing, Digital Strategies & Policies, Software Project Management, Women in Leadership
- Activities: Grace Hopper Celebration, Rewriting the Code, Women In Product, Product Buds
Bachelor of Engineering in Information and Communication Technology
Gujarat Technological University
2019 • Gujarat, India
- Coursework: Software Engineering, Adv. Computer Networks, Data Structures, Operating Systems
- Activities: Lumina, LJ Prayas, LJ Tech fest
Product Analytics
Product School
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- Coursework: Web Analytics, Intro to SQL, Advance SQL, Data Visualization, Understanding Data & Statistics, Intro to Machine Learning, Data Visualization & Big Data, Capstone