Ambika Mehta
Chandigarh
Summary
Results-driven Business Analyst with 8+ years of experience in SaaS, CRM, and ERP implementations, AI-driven automation, and customer success. Adept at bridging the gap between business needs and technical solutions to drive innovation, process optimization, and customer retention. A strategic thinker with a proven track record of delivering high-impact AI solutions, leading cross-functional teams, and enhancing product capabilities through data-driven insights.
Overview
9
9
years of professional experience
Work History
Senior Implementation Consultant
Netomi
Gurugram
09.2023 - Current
- Facilitated the training and onboarding process for new enterprise clients, guaranteeing seamless integration with AI-driven automation solutions.
- Designed and optimized conversational AI workflows, implementing customer requirements into the Netomi platform.
- Provided product expertise, including demonstrations, configurations, testing, training, and deployment of Netomi’s AI solutions.
- Collaborated with cross-functional teams to establish best practices for AI implementations and product templates.
- Spearheaded AI-driven automation across multiple agent desks, including email, chat, voice AI, and LLM virtual assistants.
- Successfully implemented email and chat AI enhancements, reducing agent dependency, and improving classification and deflection.
- Led an end-to-end AI-driven email assist solution for an airline to accelerate US and EU compensation processing post-CrowdStrike outage on July 19, 2024.
- Designed and implemented Response Comparison Automation, eliminating manual efforts in comparing AI vs. Agent-generated responses for AI model accuracy calculations.
- Executed a custom Netomi Chat and Zendesk integration within three weeks, serving as the primary technical point of contact and addressing post-implementation issues.
- Led the rollout of 40+ generative AI virtual assistants for sales and customer service.
- Developed and delivered SOPs and training materials to empower Sales and CS teams in self-service AI setup.
- Designed and deployed a chat solution pivoting on a role-based content access system for an enterprise HR portal, integrating Workday, Neocase, and ContentStack APIs.
- Spearheaded the implementation of Voice AI solutions in five languages (English, French, Spanish, Greek, and Italian), collaborating closely with Product and QA teams.
- Acted as a mentor, training new hires on AI-based implementations and best practices.
- Contributed to the CS Implementation Playbook, documenting best practices for API integrations and Voice Virtual Agent rollouts.
- Led multiple high-impact POCs for enterprise customers, including those demonstrated during executive visits and strategic sales discussions.
Senior Product Specialist
Zenoti
Hyderabad
04.2022 - 08.2023
- Delivered expert consulting for CRM solutions within the salon, spa, medspa, and fitness sectors.
- Directed post-implementation support to ensure seamless product integration.
- Performed gap analysis and established SOPs to enhance service delivery.
- Ensured rapid handling of client issues and developed retention strategies.
Senior Business Analyst
Visionsoft IT Consulting
Hyderabad
08.2019 - 03.2022
- Served as Associate Product Owner for J&J Sales Performance and ICM Products.
- Managed product backlog, user story refinement, and feature validation through JIRA and Confluence.
- Conducted UX testing, ensuring business requirements were translated into user-friendly solutions.
Business Analyst
ArezzoSky India Pvt. Ltd. (Optymyze)
Pune
06.2016 - 07.2019
- Led enterprise SaaS implementations for Sales Operations and Incentive Compensation Management.
- Designed workflows for payroll administration and sales performance tracking.
- Automated real-time dashboards for sales tracking and process health monitoring.
Education
MBA - Business Analytics
Liverpool John Moores University
Liverpool, UKBachelor of Science - Computer Science
Chitkara University
Himachal PradeshPost-Graduate Certificate - Program Management
IMT Ghaziabad
GhaziabadPost-Degree Certificate - Data Science
Imarticus Learning
PuneCertificate - Product Management
The Entrepreneurship Network
DelhiSkills
- Conversational AI design
- Generative AI
- Process Automation Strategy
- Product demos
- User training
- Client onboarding
- Solution design
- Requirements gathering
- CRM implementation
- API integration
- Dashboard reporting
- Technical Project Management
- Customer experience
- Stakeholder management
- Mentoring
- Interviews
- Data analysis
Languages
English
First Language
Timeline
Senior Implementation Consultant
Netomi
09.2023 - Current
Senior Product Specialist
Zenoti
04.2022 - 08.2023
Senior Business Analyst
Visionsoft IT Consulting
08.2019 - 03.2022
Business Analyst
ArezzoSky India Pvt. Ltd. (Optymyze)
06.2016 - 07.2019
MBA - Business Analytics
Liverpool John Moores University
Bachelor of Science - Computer Science
Chitkara University
Post-Graduate Certificate - Program Management
IMT Ghaziabad
Post-Degree Certificate - Data Science
Imarticus Learning
Certificate - Product Management
The Entrepreneurship Network
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