PRAVEEN RAO
Digital IT Manager
Thane
Summary
Experienced Project Manager specializing in digital lending solutions with a strong track record at Tata Capital Limited. Led key initiatives including the Personal Loan journey on WhatsApp and the Overdraft journey on TIA Chatbot, driving automation in onboarding, eligibility checks, and disbursal. Successfully delivered projects on Salesforce CRM, including Wealth Product Journey and AI-driven service automation. Adept in agile methodologies, API integrations, and cross-functional collaboration. Recognized for innovation and improving customer experience through data-driven, scalable digital solutions. Committed to streamlining loan processes, reducing turnaround time, and aligning technology with business goals to deliver impactful project outcomes.
Overview
2
2
years of professional experience
2024
2024
years of post-secondary education
Work History
Project Manager–Digital Lending (WhatsApp&Chatbot)
Tata Capital Limited
05.2023 - Current
- Led the implementation of the Personal Loan (NTB) journey on WhatsApp, automating user flows including eligibility checks, document collection, loan application, and real-time customer support-enhancing digital onboarding and improving conversion rates.
- Led the Overdraft (OD) Journey in the TIA Chatbot platform, creating a self-service CCOD (Customer Case Online Disbursal) experience that enabled instant, chatbot-led disbursal of overdraft loans—reducing processing time and improving user satisfaction.
- Directed the end-to-end Wealth Product Journey implementation within Salesforce, encompassing lead and opportunity lifecycle, customer onboarding, meeting scheduling, and automated service case creation from email workflows—ensuring seamless service management and system visibility.
- Played a key role in a cutting-edge Generative AI initiative to automate customer service: designed a system to read incoming emails, classify request types, generate draft responses, attach documentation, and auto-create CRM cases—freeing up human agents for only final review and approval.
- Optimized the Two-Wheeler Loan Journey, streamlining the loan application to disbursal cycle—improving process speed, reducing drop-offs, and aligning with customer needs across digital channels.
- Championed an AI-driven smart routing system for customer support emails, which categorized requests by intent and priority, mapped them to agent expertise, and accounted for customer lifetime value—achieving a significant uplift in response time, resolution accuracy, and service personalization.
- Recognized for digital transformation excellence, consistently delivering scalable solutions in lending, CRM, and customer service platforms, with a focus on real-time automation and AI integration.
- Proficient in Salesforce CRM, API integrations, and project delivery across cross-functional teams, ensuring alignment of business objectives with technology outcomes.
- Experienced in agile project management, stakeholder coordination, requirement gathering, vendor management, UAT execution, and post-implementation support for digital lending platforms.
Education
B.TECH - COMPUTER SCIENCE AND ENGINEERING
Indian Institute of Technology (IIT)
Bhubaneswar05-2023
Skills
- Digital project management
- Loan Application Process Optimization
- Customer Experience Enhancement
- API Integration
- Generative AI integration
- Salesforce CRM Management
- Technical Documentation
- Admin Salesforce Application
- Project Delivery
Accomplishments
- Received the Tech-Innovation Award for delivering the Wealth Product Journey from scratch.
- Led the 'Retention Calculator' project, automating the customer retention process, which is nominated for the Tech-Innovesta Award across the Tata Group.
- Awarded for implementing the end-to-end in-house dialer project for Tata Capital.
Hobbies
Volleyball, Riding, Book Readings ,Cooking
Timeline
Project Manager–Digital Lending (WhatsApp&Chatbot)
Tata Capital Limited
05.2023 - Current
B.TECH - COMPUTER SCIENCE AND ENGINEERING
Indian Institute of Technology (IIT)
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