SAI LAKSHMI NARASIMHA VARMA CHIRANJEEVI

Process Excellence Analyst

Swiggy

03.2025 - Current

Led the Process Design & Excellence team along with PMO function and Content Strategy for the SwiggyCustomer Care and Experience Organization encompassing strategic planning including GTM (Go-To-Market) for all LOBs.
· Process Innovation & Optimization: Spearheaded the design and implementation of standardized CX processes across all touchpoints, leveraging BPM, LSS, Design Thinking, GenAI, etc. These initiatives resulted in a consistent 1% quarterly increase in CSAT, 5% reduction in AHT, and 1% decrease in customer interactions through improved BOT efficacy and enhanced product self-sufficiency.
· Change Management: Established a comprehensive change management framework (leveraging ADKAR methodology) and implemented a weekly sprint methodology to streamline, prioritize, and execute change initiatives aligned with product launches, process/policy changes, resulting in a 30% faster adoption rate for key process changes. Ensured on-ground coverage and adherence through targeted drives. For product changes, drove GTM readiness, meticulously tracked impact at each stage, and provided actionable feedback for product and policy adjustments to optimize results.
· AI Driven Optimization: Spearheaded AI initiatives to significantly enhance agent and BOT performance. Designed and implemented logic and policy flows to improve BOT resolution capabilities, improving 5% efficacy in M1 with roadmap to achieve 15% increase by 2026. Simultaneously, drove the development of an AI-powered agent co-pilot, providing agents with comprehensive information for faster and effective query resolution. The holistic AI integration approach aimed to streamline agent workflows, optimize chatbotinteractions through NLP and ML, enhancing overall customer support efficiency.
· PMO Leadership & Project Delivery: Established and directed the PMO, ensuring effective governance and 10+ quarterly projects delivery impacting key L0 metrics, fostering a culture of continuous improvement. Designed the LSS training for team to improve project management skills.
· Vendor Management: Implemented a multi-voting vendor onboarding process and a robust performance management system (WBR/MBR, penalty reviews) that achieved a 1% MoM metric improvement per vendor. Utilized ROI-driven demand shaping and exploratory data analysis to strategically optimize headcount with high-performing vendors, and inform contract renewals based on performance metrics.
· Content Strategy & Knowledge Management: Directed the development and maintenance of the Knowledge Hub and Decision Trees, ensuring agent adherence to SOPs and efficient customer communication. Led the creation of agent-facing canned responses for live chat and managed LMS training modules, including timely NHT completion and evaluations. Also oversaw the development of internal Change Data (CD) communications

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