Jyothi Swaroop Sripada

RESPONSIBILITIES - CUSTOMER EXPERIENCE & REVENUE OPERATIONS

• Led automation strategies that streamlined processes, improved efficiency, and reduced workforce requirements by 95%.
• Analyzed performance metrics to enhance decision-making and optimize workflows using SaaS KPIs, inbuilt tools for reporting, and CRM tools using Open ERP, Odoo, and LiveHelper Chat.
• Designed and implemented KPI structures for evaluating customer satisfaction, productivity, and retention.
• Developed scalable solutions by integrating AI-powered analytics and automation tools for customer experience improvement and operational efficiency.
• Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
• Spearheaded initiatives that expanded the customer base by over 60% while ensuring seamless operations across multiple geographies.
• Collaborated cross-functionally with Product, Marketing, and Support teams to ensure process alignment and operational efficiency.

RESPONSIBILITIES - LEARNING & DEVELOPMENT

• Built a comprehensive knowledge ecosystem of 4,000+ articles and created a Learning Management System (LMS) hosting 200+ courses.
• Implemented an innovative 55-25-20 Blended Learning Model, improving engagement scores from 78% to 87%.
• Developed AI-enhanced training tools and assessment frameworks for continuous improvement.
• Produced engaging e-learning content using Articulate 360 and implemented gamification through badges and licenses.

KEY ACHIEVEMENTS

• Reduced workforce requirements by 95% through process automation.
• Increased NPS to 72, surpassing targets by 10%.
• Achieved daily engagement of 360 users on the LMS with 10,000+ enrollments and 8,000+ completions.
• Successfully scaled operations from 3 to 60 associates.
• Developed internal assessment tools enhancing training effectiveness.

• Managed a team of 24, improving quality metrics and efficiency by 30%.
• Implemented Lean & Six Sigma methodologies to enhance team performance.
• Collaborated with global teams to create training materials and assessments.
• Developed knowledge retention programs for continuous process improvement.

• Developed training programs and collaborated with L&D teams to deliver e-learning.
• Led migration projects and implemented process improvements.
• Achieved significant reductions in non-value-add processes by 52%.

• Led a team of 25 associates, improving customer satisfaction and communication.
• Enhanced monthly sales revenue by 62% through strategic marketing initiatives.

• Managed guest services and contributed to loyalty program initiatives.