Arvind Anumala
Hyderabad
Summary
Dynamic Conversational Designer with a proven track record at EXL Service, specializing in stakeholder management and conversational AI. Expert in enhancing user experiences through strategic process design and AI integration. Adept at driving digital transformation initiatives, ensuring optimal outcomes while fostering effective communication across teams.
Overview
14
14
years of professional experience
Work History
Conversational Designer
EXL Service
HYDERABAD
04.2023 - Current
- Creating customer-centric and user-friendly conversational flows by partnering with stakeholders
- Discovering use cases through workshops and independent research to improve conversational flows
- Improving performance by reviewing chat/voice logs and transcripts
- Identifying intents and training Amelia to recognize them, resulting in better conversational experiences
- Curating and maintaining training data for each use case to improve performance
- Ensuring successful end-to-end conversations by collaborating with engineers
- Supporting multiple concurrent projects and ensuring on-time delivery to meet project goals.
Associate Manager
Vahan Technologies
Hyderabad
05.2022 - 03.2023
- AI Consultant and Conversation Designer: Strategize, plan & implement use of conversational AI solutions for efficient recruitment of blue collar human resources
- Drive the start up company towards robust business outcomes by optimal use of technology
Service Team Leader II
Uber Technologies
Hyderabad
04.2016 - 05.2022
- Key Result Areas: Overall management and coordination of supply delivery processes
- Was an important stakeholder in an effort of digital transformation at an organizational level
Transaction Risk Investigator
Amazon
Hyderabad
10.2013 - 09.2015
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Analyzed key aspects of the business to evaluate
Technical Support Specialist
Dell International Services
Hyderabad
04.2011 - 05.2013
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and manage support tickets.
Education
B.Sc - computer science
Osmania University
HYDERABAD04.2011
Junior College - M.PC
Nalanda Jr College
Hyderabad, Telangana03-2008
High School Diploma -
Seventhday Adventist High School
Secunderabad, Telangana04-2006
Skills
- Management
- Amelia, Dialogflow (Google Service)
- Business Operations
- Communication Design
- Conversational AI
- Stakeholder Management
- Process Design
- LucidChart, Miro, Visio, Voiceflow
- AI integration
- Digital transformation
Languages
English
Timeline
Conversational Designer
EXL Service
04.2023 - Current
Associate Manager
Vahan Technologies
05.2022 - 03.2023
Service Team Leader II
Uber Technologies
04.2016 - 05.2022
Transaction Risk Investigator
Amazon
10.2013 - 09.2015
Technical Support Specialist
Dell International Services
04.2011 - 05.2013
B.Sc - computer science
Osmania University
Junior College - M.PC
Nalanda Jr College
High School Diploma -
Seventhday Adventist High School
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