Jun 2021 – Feb 2023 · 1 yr 8 mos · Greater Bengaluru Area · Remote

• Products handled: Self-serve platform, Vertical Solutions, Web-bot experiences, Telephony channel
• Led Implementation, Applied AI and Engineering teams to develop a Wellness Vertical Omni channel solution rolled out to 200+ customers generating 2k+ bookings monthly
• Reduced implementation time from 2 weeks to 5 hours creating multi-location deployment
• infrastructure deployable across verticals
• Designed product journey to analyze conversation funnel and drop-off reasons at each point improving
• conversion rate from 12% to 30% bookings
• Led research, automation and design of analytics on 3rd party tools and customer platform

Sep 2020 – Jun 2021 · 9 mos

• Airline support bot, Email channel bot, Bot creation and training modules on self serve
• platform, rolled out 15+ virtual assistants across finance, e-commerce, ed-tech and gaming domains
• Successfully led initiative to improve NPS from 3 to 7 for Airline bot, improving bot accuracy to 95%
• and reducing human handled tickets by 40%
• Conducted research and customer journey for bot creation and bot training modules reducing bot
• improvement cycle from month to daily process
• Supported Pre-sales and CS team to optimize sales, onboarding and reduce customer churn
• Created and Implemented Agile processes for 30+ team members.

Jul 2018 – Sep 2020 · 2 yrs 2 mos

• Creating business solutions in the airline industry to improve the customer interaction and creating value through AI applied customer service solutions.

Jan 2018 – Jun 2018 · 5 mos · Bengaluru, Karnataka, India

• 1. Developing and build email as a channel of revenue and create it as a framework for prospect creation and nurturing engine
• 2. Working presently on user-level personalization by putting each element of attributes available
• 3. Creating platforms to enrich DB with cohesive and concurrent data points
• Key Exposure Areas:
• E-mail marketing, content strategy, Text mining, Personalisation, UI/UX experience, Retention and conversion

Jun 2017 – Jul 2017 · 1 mo · Mumbai Area, India

• Strategy development for internal branding and digital branding for petrochemical business.
• Developed a cross-channel strategy which is now into implementations.

Jan 2017 – May 2017 · 4 mos · Pilani

• Marketing Teaching Assistant

Oct 2016 – Oct 2017 · 1 yr · BITS Pilani

• 1. Organised a national level management fest 'INTERFACE'-2017 . Head of Marketing, Event Management and hospitality teams.
• 2. Head of Hospitality team in the international conference -ICEBM,2017 hosted by Department of Management-BITS Pilani
• 3. Planned the entire recruitment process to make junior Executive Committee.

Sep 2014 – May 2016 · 1 yr 8 mos