Livya Kanwal

• Optimized performance for 50+ enterprise accounts daily using Verizons OMNI system, identifying user-specific needs and tailoring product plans, which
boosted customer retention by 20%.
• Leveraged real-time analytics in OPTIX to identify inefficiencies, recommend tailored product solutions, and improve upsell conversion rates while increasing
client satisfaction scores.
• Led an end-to-end device upgrade initiative, collaborating with operations and technical teams to automate trade-in workflows, reducing transaction time and
driving a 25% increase in product adoption and Customer Lifetime Value.
• Conducted in-depth account audits to uncover cost-saving opportunities, applying data-driven prioritization to optimize plans and reduce churn by 12%.
• Deployed proactive issue resolution strategies to mitigate service disruptions, enhancing user experience and strengthening long-term client relationships.
• Customized retail management solutions via RQs Operations Console, aligning product functionalities with client requirements to deliver a 30% increase in
account profitability.

• Collaborated with cross-functional teams (sales, marketing, and technical support) to define product positioning and requirements for Verizon offerings, ensuring alignment between user needs, market trends, and business goals.
• Conducted user research through direct customer interactions and feedback collection, identifying key pain points that informed product improvements and sales strategy.
• Analyzed customer data and market demand to prioritize high-impact features and promotional efforts, increasing Verizon adoption by 10% and securing 65% of the customer base in the assigned region.
• Developed and maintained a feature roadmap for targeted campaigns, prioritizing based on user impact and business objectives, resulting in 15+ successful client transactions.
• Monitored product performance metrics and applied root-cause analysis to uncover areas for improvement, collaborating with technical teams to implement enhancements that improved customer satisfaction and retention.
• Stayed informed on competitor offerings and industry trends to adjust product strategy and positioning, ensuring Verizon’s solutions remained competitive in the market.

• Revamped the Graduate Course Digital Product Design using student feedback and latest industry insights.
• Mentored 60+ graduate students in Project Management, through projects and Agile framework, fostered teamwork and providing constructive feedback
• Constructed real-world risk assessment exercises for 25 projects, authored case studies, simulating identification, analysis and mitigation of project risks.
• Achieved outstanding results in project ideation, Gantt charts, WBS, network diagrams final project reports, resulted in 80% course completion rate