Monica Sharon F
Bangalore
Overview
14
14
years of professional experience
1
1
Certification
Work History
CHATBOT DESIGNER
HSBC
Bangalore
12.2019 - Current
- Successfully led end-to-end project management for chatbot projects, ensuring smooth transition from training environments to enhanced AI-driven platforms.
- Coordinated with cross-functional teams, including IT, content, and product, to align project goals and deliver milestones on time.
- Developed and maintained project timelines, risk management plans, and communication strategies, ensuring stakeholders were informed and aligned at all stages.
- Facilitated regular communication with stakeholders, providing updates on project progress, working on feedback, and addressing concerns.
- Have conducted regular reviews, tracking key performance indicators (KPIs) such as efficiency, containment rate, and customer satisfaction improvements.
- Managed Jira and other project management tools to maintain transparency, update progress, and facilitate seamless task tracking.
- Coordinated multiple releases as per project requirements, maintaining punctuality and quality in delivery without delays.
- Optimized chatbot workflows and content flows in alignment with business objectives, significantly improving user engagement and task completion rates.
- Trained team members and stakeholders on new features, which were introduced post-migration, to ensure they are implemented effectively.
- Trained cross-departmental agents on market processes and chatbot technologies, enabling thorough bot testing and understanding of bot behavior before release.
- Created high-quality construction drawings (Visios) to aid in business requirements using the conversational AI, using the Live Person platform.
LIVE CHAT AGENT
HSBC
03.2017 - 12.2019
- Provided exceptional customer service via chats
- Have worked as a senior agent handling escalated chats as an Agent Manager during the covid period with utmost dedicated and resolved most of the queries for customers
- Have driven performance by organizing organized ‘Fun Activities’ for the team and made them feel valued and motivated them to achieve CSATs and FCRs by conducting a ‘Compliment trackers’
CUSTOMER SERVICE AGENT
HSBC
05.2011 - 03.2017
- Provided good customer experience through sales and service
- Guided customers through purchasing process, helping clients feel more confident in making purchases by offering transparent details on products
- Been part of the CARE team where I shared the ideas for process improvement and new journeys to be added for Conversational Banking
Education
Master of Science - Microbiology
St. Joseph’s College of Arts and Science
Bachelor of Science - Microbiology
St. Joseph’s College of Arts and Science
Skills
- Project Management
- Stakeholder management and communication
- Process improvement and optimization
- Data analysis and reporting
- Resource Optimization
- Continuous Improvement
- High-Impact Communication
- Strategic Planning and Prioritization
- Project Presentations
Certification
- Master Course in PMP – Project Management Professional (Udemy Certificate)
- Jira Agile Project Management + JIRA administration 2024
- Scrum Fundamentals and Role of Scrum Master
- Microsoft Visio 2021 Full Course – Visio Beginner to Expert (Udemy Certificate)
- Microsoft Powerpoint 2024 (Udemy Certificate)
- The Ultimate ChatGPT course – 2024 (Udemy Certificate)
Accomplishments
- Dream Team Award – Won the Best team Q2 - 2017 and Q3 - 2018
- Golden League Excellence Team Award (Q4 - 2014)
- LC Premier League Top 10 – For achieving the best FCR and CSAT scores for Live Chat
- State of Nation – Was the best Live chat agent for Q1 - 2019
- Role Model for Q3 - 2019
- Golden Circle Award for being the best designer for Q3-2023
- Zenith ‘23 – Elite Squad Award: Best team award for Conversational Studio
Hobbies and Interests
- Writing blogs and poetry
- Crafting
- Singing
Languages
- English
- Kannada
- Tamil
- Hindi
Personal Information
- Date of Birth: 09/01/82
- Nationality: Indian
- Marital Status: Married
Timeline
CHATBOT DESIGNER
HSBC
12.2019 - Current
LIVE CHAT AGENT
HSBC
03.2017 - 12.2019
CUSTOMER SERVICE AGENT
HSBC
05.2011 - 03.2017
- Master Course in PMP – Project Management Professional (Udemy Certificate)
- Jira Agile Project Management + JIRA administration 2024
- Scrum Fundamentals and Role of Scrum Master
- Microsoft Visio 2021 Full Course – Visio Beginner to Expert (Udemy Certificate)
- Microsoft Powerpoint 2024 (Udemy Certificate)
- The Ultimate ChatGPT course – 2024 (Udemy Certificate)
Master of Science - Microbiology
St. Joseph’s College of Arts and Science
Bachelor of Science - Microbiology
St. Joseph’s College of Arts and Science
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