SAI VENKAT
Bangalore
Summary
Dynamic Senior Consultant at Sprinklr, specializing in digital transformation and CRM integration, with a proven ability to lead strategic initiatives that enhance customer engagement and drive operational efficiency. Achievements include implementing Conversational AI solutions and maintaining a CSAT score of 10 throughout various projects. Recognized for exceptional stakeholder management and delivering impactful results that align with organizational goals.
Overview
10
10
years of professional experience
Work History
Senior Consultant (Product Implementation & Professional Services)
Sprinklr
Bengaluru
09.2018 - Current
- Led consultations and managed strategic business initiatives, acting as a liaison between multiple internal teams.
- Led strategic business initiatives for large clients and partners, facilitating their digital growth.
- Performed as a Scrum Master to oversee all Scrum ceremonies, ensuring agile project management.
- Implemented and led custom conversation AI bot configuration, automated handling of customer inquiries, integrations of CRM systems for enhanced personalization, proactive engagement and lead generation, 24/7 availability and scalability, reporting and analytics, cost reduction, and increased ROI, multilingual support, and reduction in agent workload and burnout.
- Designed and implemented end-to-end Sprinklr CCAAS with expertise in IVR (Interactive Voice Response), agent assignment (skill-based assignment), speech profile, CRM integration, disconnect journeys, recall strategies, voice campaigns, etc.
- Designed and implemented frameworks to automate the customer engagement journey, social listening, and customer care.
- Served as the crucial link between internal teams, securing the timely delivery of client solutions.
- Educated and trained users on the Sprinklr platform's functionality, promoting optimal usage and efficiency.
Business Analyst & Implementation Consultant
ITC Infotech
Bengaluru
06.2015 - 08.2018
- Crafted detailed operational workflows tailored to Oracle Simphony for the hospitality sector.
- Generated precise and actionable BRDs and user stories.
- Implemented comprehensive solutions for Four Seasons, Melia Group of hotels, and ITC hotels.
- Earned maximum customer satisfaction rating by executing seamless implementation and training.
- Undertook comprehensive project management duties, ensuring timely delivery of project objectives.
- Identified gaps between current state and desired future state operations.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
Education
MBA - Finance
Alliance University
BBA - Business Administration oil & gas
University of petroleum and energy studies
Skills
- CRM integration
- Digital transformation
- Customer engagement
- Stakeholder management
- Consulting
- Conversational AI bots
- Sprinklr CCAAS
- Oracle Simphony
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
Senior Consultant (Product Implementation & Professional Services)
Sprinklr
09.2018 - Current
Business Analyst & Implementation Consultant
ITC Infotech
06.2015 - 08.2018
MBA - Finance
Alliance University
BBA - Business Administration oil & gas
University of petroleum and energy studies
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