TOSHIKA

OJHA

Product & Customer Experience Professional | Product Operations | Data Analytics

4+
Years experience
<24h
Issue resolution
3 mo
Support volume shift
15
Teammates facilitated
GmailLinkedIn
Turn customer friction into product direction
Prioritize from usage signals, not assumptions
Make onboarding feel like product discovery
Build feedback loops that teams can act on
Connect business context with customer outcomes
Reduce support volume by removing product confusion

01 / Core Competencies

Capabilities across product, customers, and data.

Core Capabilities

Product & Strategy

Customer DiscoveryJobs-to-Be-DoneProduct RequirementsRoadmap InputLifecycle SupportGo-to-Market Readiness

Customer Experience

OnboardingProduct DemosCustomer TrainingSatisfaction SurveysFeedback SynthesisAdoption BlockersMember Experience

Product Analytics & Growth

Usage DashboardsWeekly MetricsFeature AdoptionCohort AnalysisExperimentationRetentionPost-Launch Analysis

Prioritization & Execution

Impact vs EffortRICE FrameworkEscalation WorkflowsCross-Functional CoordinationStakeholder AlignmentIssue Resolution

Technical & Data

Data PipelinesTransformation LogicData QualityBackend FluencyKPI ReportingUsage AnalysisTechnical Translation

Leadership & Communication

Nonviolent CommunicationEmpathic LeadershipConflict ResolutionFacilitationMentorshipCustomer-Centric Enablement

02 / Key Accomplishments

An upward trend in customer outcomes.

FrictionAdoption

03 / Key Achievements

Concise wins with metrics where available.

01Issue resolution: 2 weeks to under 24h
02Support volume reduced within 3 months
0315 teammates facilitated through customer-centricity sessions
04Usage dashboards informed feature prioritization
05Feedback loops surfaced product friction
06JTBD and RICE clarified product gaps
07Demos uncovered adoption blockers and underused features

04 / Endorsements

Signals people notice in the work.

A portfolio-friendly endorsement layer focused on the patterns that show up across customer conversations, product handoffs, analytics work, and team facilitation.

Clarity
Trust
Action
Turns scattered customer signals into a clear product narrative, with the next action and owner easy to see.
Customer Clarity
Customer Clarity
Endorsement signal
Brings enough technical context for engineering, enough customer context for leadership, and enough structure for teams to move.
Product Translation
Product Translation
Endorsement signal
Makes onboarding feel like discovery by listening for the real job customers are trying to accomplish.
Onboarding Insight
Onboarding Insight
Endorsement signal
Turns scattered customer signals into a clear product narrative, with the next action and owner easy to see.
Customer Clarity
Customer Clarity
Endorsement signal
Brings enough technical context for engineering, enough customer context for leadership, and enough structure for teams to move.
Product Translation
Product Translation
Endorsement signal
Makes onboarding feel like discovery by listening for the real job customers are trying to accomplish.
Onboarding Insight
Onboarding Insight
Endorsement signal

05 / Resume

Professional experience at a glance.

Employee and consultant roles only, focused on customer experience, product operations, business insight, and data work.

View more details
Dialectica logo
Dialectica
Expert Consultant / Jan 2026 - Present
Global clients | Consultant
US & Australia Markets
Contract Client Success Manager / May 2025 - Jul 2025
US & Australia | Contract
zakipoint Health logo
zakipoint Health
Customer Success Specialist / Feb 2024 - Feb 2025
Hybrid / Customer Success | Full-time
zakipoint Health logo
zakipoint Health - Executive Office
Executive Assistant to CEO / Dec 2023 - Feb 2024
Hybrid / Executive Operations | Full-time
zakipoint Health logo
zakipoint Health - Data
Data Engineer / Nov 2022 - Dec 2023
Hybrid / Data Engineering | Full-time

06 / Professional Development

Structured product learning and empathic leadership.

  1. 2022

    FEEL Fellow, My Emotions Matter

    Completed the Emerging Empathic Leaders fellowship focused on emotional intelligence, self-awareness, trust-building, relationship management, and empathy-led communication.

  2. Aug 2025

    Product Management Foundations, Product Vidhayalaya

    Strengthened user research, customer empathy, problem discovery, product decision-making, and structured product thinking by asking deeper discovery questions around customer problems, blockers, and needed outcomes.

  3. Jun 2025

    Product Growth, Product Vidhayalaya

    Developed knowledge across habit loops, pricing models, experimentation, cohort analysis, retention, market analysis, post-launch product analysis, growth tooling, and go-to-market readiness.

  4. Apr 2026

    Product - GTM, Product Vidhayalaya

    Built understanding of customer segmentation, positioning, launch readiness, adoption channels, post-launch market analysis, and the link between product decisions, market timing, behavior, and resource allocation.

  5. Apr 2026

    Generative AI Foundations, Leapfrog Connect

    Developed foundational understanding of generative AI concepts and their application in modern product, workflow, and business contexts.

  6. Ongoing

    Nonviolent Communication Workshop

    Strengthened empathetic listening, conflict resolution, universal human needs analysis, stakeholder communication, and understanding motivations behind requests and complaints.

  7. Ongoing

    Community, Mentorship, and Hackathons

    Mentored undergraduate students in research hackathons, participated in hackathons and won prizes, volunteered in tech and community organizations, and contributed to learning communities.

07 / Education

Computer engineering foundation.

  1. Dec 2020

    Master's in Computer Engineering - Coursework Completed

    Kathmandu University

  2. Jan 2017

    Bachelor's Degree in Computer Engineering

    Himalaya College of Engineering

08 / Recommendations

People who have worked with Toshika.

Recommendations from collaborators, mentors, and managers across customer success, emotional intelligence, AI education, and healthcare technology.

Pratiksha Pandey
Bhawana Shrestha, PhD
Ramesh Kumar
Jaclyn Mains, BSN, RN
Sagar Satyal

Pratiksha Pandey

Social Entrepreneur | Engineer | Same team, May 21, 2025

“I had the privilege of working with Toshika when she facilitated Smart Cheli's workshop on Ethics of data and Prompt Engineering. I have been consistently impressed by their thoughtful approach to AI and prompt engineering. With a background in customer service and a growing expertise in data ethics and prompt engineering, she brings a rare and valuable perspective to the evolving world of AI and technology. Her curiosity and drive to learn are unmatched. Whether she's exploring the nuances of AI prompts or advocating for responsible use of data, she always leads with integrity, clarity, and purpose. I am confident that any team would be lucky to have someone as principled, collaborative, and forward-thinking as her.”