CHEENA BAJAJ
Bengaluru
Summary
Dynamic Solution Consultant with 12+ years of expertise in speech analytics, process excellence, and AI‑driven transformation. Proven track record in designing and customizing CX solutions, leading user acceptance testing, and delivering seamless product adoption through training and workshops. Skilled in managing client relationships and aligning business objectives with technology implementations. Experienced in leveraging platforms such as Nexidia, Verint, Call Miner, Genesys,Uniphore, Observe AI and NICE to drive operational efficiency, optimize agent performance, and elevate customer experience. Adept at project management, stakeholder engagement, and executive presentations, with a strong focus on measurable process improvements and client satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Transformation Lead/Manager
Wipro Technologies
Bangalore
03.2025 - Current
- Led AI‑driven transition projects across business units, embedding automation into workflows to boost consistency and productivity.
- Directed design and deployment of CX solutions aligning agent performance with customer experience outcomes.
- Implemented automation strategies to streamline agent interactions and reduce manual touchpoints, enhancing customer journeys.
- Oversaw delivery of conversational AI platforms, balancing stakeholder expectations with ROI‑focused transformation goals.
- Partnered with cross‑functional teams to ensure AI adoption met compliance, scalability, and business objectives.
- Developed digital enablement roadmaps through gap analysis of claims, enrollment, and order management operations.
- Facilitated training and change management to accelerate adoption of AI platforms and drive operational efficiency.
- Defined KPIs and success metrics to track CX transformation impact and business value.
- Acted as liaison with vendors (NICE, Verint, Genesys, Observe AI, Uniphore) for seamless solution deployment.
- Delivered executive presentations and case proposals to secure strategic investment in AI‑powered CX transformation.
Solution Consultant
Uniphore Pvt Ltd
03.2021 - 03.2025
- Spearheaded the solution design and customization of AI-driven CX solutions tailored to client business needs, ensuring seamless integration with existing systems and workflows
- Delivered functional consulting expertise by designing and implementing Customer exerience solutions that optimized agent performance and customer engagement.
- Provided both pre-sales and post-sales technical support, including product demonstrations, Proof of Concept execution, and architectural guidance to maximize solution impact
- Led UAT efforts, gathering client feedback, refining solutions, implementing optimizations, and ensuring product alignment with client specifications
- Acted as the primary point of contact for clients, conducting discovery workshops, managing strategy sessions, and delivering training on Uniphore's CX solution product suite while maintaining detailed technical documentation like SDD, BRDs.
- Monitored solution performance, collaborated with delivery teams to resolve technical challenges, and provided performance insights to enhance solution effectiveness
- Notable Clients: Coforge | Cricket | SquareTrade
Team Leader -Process excellence
RSystem Pvt Ltd - for Nexidia Project
01.2016 - 03.2020
- Analyzed client processes in the U.K and U.S.A
- Using Nexidia Interaction Analytics and other methodologies to provide deep insights for process improvement and strategic roadmaps for clients such as Walmart, Asda, Comcast, Cox, TalkTalk, and QuickPay
- Delivered business solutions that helped clients optimize processes, achieve revenue targets, and maximize profitability
- Conducted benchmarking and comparative analysis to identify gaps, strengths, and opportunities, driving substantial growth and process improvements
- Framework creations for deployment for scorecards covering important KPI like NPS, CSAT to enhance agent performance.
- Ensured that process-level KRAs and metrics were met, maintaining a positive work environment, and managing a team of two business analysts to drive results
Senior Quality Executive
FIS Global Solutions
06.2014 - 12.2015
- Led operational excellence setup for new and existing processes, managing a team of 22 agents and quality coaches
- Served as a quality consultant, addressing concerns, driving improvements, and enhancing training for new business
- Managed process adherence through regular calibration with clients and agents
- Conducted centralized call monitoring, statistical analysis, and strategy development for process optimization
- Provided one-on-one feedback and performed transactional monitoring to ensure process compliance
- Facilitated best practice sharing and managed QA activities for continuous improvement
- Conducted process excellence analysis using the NICE, Verint tool to drive performance improvement
Senior Quality Executive
eClerx Services
04.2012 - 04.2014
- Conducted quality monitoring, including call evaluations, and designing evaluation programs for clients like Comcast and Cox
- Managed client interactions on process updates and maintained an update tracker for smooth communication
- Handled calibration sessions with clients and teams, ensuring alignment on quality standards
- Managed and shared raw call evaluation data with clients, ensuring proper validation of monthly reports to track and present performance metrics
Quality Assurance Associate
Metlife Global
06.2010 - 09.2011
- Build and manage a rich content around insurance that attracts a qualified audience to buy insurance
- Monitor and engage in relevant social discussions about our insurance or competitors, and/or industry
- Lead generations
Education
BBA -
HIMT
Greater NoidaSenior secondary school -
Ghaziabad public School
GhaziabadSkills
- Project Management
- AI Solution
- Value Driven Sales and Business Proposal
- Communication and Presentation
- Product Demonstrations & Solution Consulting
- Customer Relationship Management & Training
Certification
• AI Essentials, LinkedIn, 01/01/24
• AI Prompt Engineering, 2025
• Six Sigma Green Belt Certified, 01/01/19
• Project Management: Managing Project Risks and Changes, 01/01/17
• Project Initiating and Planning: Project Management, 01/01/17
• AI Prompt Engineering, 2025
• Six Sigma Green Belt Certified, 01/01/19
• Project Management: Managing Project Risks and Changes, 01/01/17
• Project Initiating and Planning: Project Management, 01/01/17
Personal Information
Accomplishments
- Recognized by clients for exceptional relationship management, driving revenue growth through product and process optimization. Helped Comcast to reduce operational costs by 12% and increase revenue by 8% by optimizing customer service IVR processes.
- Awarded for contributions to business initiatives, strengthening client relationships, and driving growth. At Walmart and TalkTalk, implemented speech analytics and process redesigns that boosted customer satisfaction by 15%, retention by 10%, and revenue by 7%.
- Consistently received high ratings for a customer-centric approach and business ethics, contributing to internal projects that enhanced revenue and client satisfaction, with a focus on measurable improvements in performance metrics.
Timeline
Transformation Lead/Manager
Wipro Technologies
03.2025 - Current
Solution Consultant
Uniphore Pvt Ltd
03.2021 - 03.2025
Team Leader -Process excellence
RSystem Pvt Ltd - for Nexidia Project
01.2016 - 03.2020
Senior Quality Executive
FIS Global Solutions
06.2014 - 12.2015
Senior Quality Executive
eClerx Services
04.2012 - 04.2014
Quality Assurance Associate
Metlife Global
06.2010 - 09.2011
BBA -
HIMT
Senior secondary school -
Ghaziabad public School