Prasanna Kumar K

End-to-end Program Management for customer experiences and CX automation.
• Working closely with engineering teams to translate product requirements into actionable development plans, tracking progress and addressing challenges throughout the product life cycle.
• Regular client interactions to collect the feedback and develop the use cases to improve the bot experience to the end users.
• Generative AI and ChatGPT integrations within the bot workflows.
• Prompt engineering and supporting Data Science team with prompts to automate the bot flows.
• CX Automation - Defining business use cases, Chatbot flows & conversation designs, maintaining Chatbot/CX insights for implementing new CX automation.
• Working on end-user data patterns and providing insights to the client to automate the new workflows.
• Deep diving into the insights to find the error/Deflection rate.
• Monitoring the AI models’ performance with the help of data annotations.
• Regular monitoring of NLU models for training tweaks and improvements.
• Working on APIs to get data and perform data analytics operations.
• Working with QA team to set the regression goals and developing end-to-end automation testing of the chatbot flows.
• Planning NLU Model and new feature releases
• Providing voice of the client and insights to leadership to inform the possible market strategies and revenue growth opportunities.
• Acting as Scrum Master to facilitate regular stand-ups, Sprint Planning retrospectives.
• Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
Tools used: Generative AI, OpenAI, Prompt Engineering, SQL, PowerBI, Python, Excel, and other MS Office tools.

Worked in Applied Modelling & Data Sciences department as a Data Analyst Program Manager with the group of Language Engineers, Research Scientists, Data Annotators and Product Managers
• Alexa-Hindi cloud model beta testing and data collection.
• Planning, Tracking the initiatives on improving the data collection and user engagement.
• Regular monitoring of the NLU Error Rate & taking actions on mitigating the same.
• Finding Solutions/Fixes for NLU Model improvements.
• Coordinating the Cross-functional teams across the globe for language models trainings and feature releases.
• Preparing WBRs and several on-demand reports to provide the trends to the senior leaders.
• Setting up SOPs and prioritizations for the NLU model releases.
• Working on customer feedback and helping the cross-functional teams to come up with new automations.

End-to end beta program management for Alexa voice assistant devices before release in India market.
• Planning, scheduling, executing, and monitoring the program post-program maintenance, and closure activities.
• Data collection and collaboration with language engineers to build the NLU models.
• Planning and implementing new programs for providing optimal beta experience for the beta testers.
• Coordinating across cross-functional teams around the globe product or feature release schedules and data collection requirements
• Planning customer re-engagement activities to improve the product design & development.
• Identifying, analyzing, and mitigating the risks prior to the initiation and post the execution of the project.
• Acting as scrum master to facilitate the calls for project requirements, release versions and system level requirements for the existing and upcoming products.
• Lead the Miles program and prepared weekly and monthly dashboards of beta devices.
• Maintained India Alexa device storage database and provided the weekly/monthly logistic reports.
• Placing orders, tracking, preparing waybills, and ensuring they reach fulfillment center.
• Coordinating with Global Logistics team to fulfilling the product logs
• Resource allocation, daily stand-ups, knowledge transfer and maintaining WBS.
• Maintaining India product information, Database, Customer data
• Conducting daily audits about device checkouts and device onboardings
Tools used: Jira, SQL, Excel, PowerBI, Tableau and other MS Office Tools

Worked with AT&T client in various application development programs using SDLC methodologies.
• Collaborated with Systems Engineering & Architecture team to solve various complex business problems for the client.
• With an established team of 5 provided business solutions for network related applications
• Worked on various user stories and provided possible solutions.
• Worked on SDLC methods like waterfall and agile to deliver the scoped goals.
• Requirements gathering and documented and prepared BRD for the projects.
• Served AS-IS and TO-BE documents based on the meetings and requirements.
• Coordinated with internal team & client team to ensure the project timelines and meet goals.

Worked on Market Research with a team of 7 to enhance the brand reputation for world's leading Electronic Companies
• Expanded the reputation and brand name for leading electronic companies.
• Increased the revenue of organization and electronic companies and automobile industries.
• Partnered with the Operations/Project Management team to support in Market Research/Mystery Market Research for various premium electronic and automobile firms.
• Performed research for potential retail clients like Samsung, Sony and automobile clients like Nissan and Audi and delivered assured results.
• Strengthened company's business and revenue by leading and executing the project in difficult situations with outstanding results.
• Audited, analyzed, and validated the reports to match with project metrics and performed quality metrics when required.
• Trained, briefed the customers to ensure the adoption and enhanced the quality of deliverables of new projects and specified programs.
• Hired and trained many customers to mitigate the difficulty in implementation of the project in difficult locations.
• Collaborated with project owners and team members to set challenging goals.
• Coordinated presentations for customers detailing project scope, progress, and results.