Saket Khandal

Project:IVR transformation and optimization

• Designed IVR architecture and process for a smooth customer experience, which led to 61% reduction in repetitive calls
• Spearheaded industry benchmarking and data analysis to enhance customer experience for senior and elite customers
• Led data-driven strategy making, which led to an improvement in customer connectivity to 70%, which enhanced CX and NPS
• End-to-end project management with the IT team and vendor for new APIs orchestration to enhance latency
• Increasing the IVR containment rate by 60% by providing self-service nodes led to a reduction in Operational cost
• Published Excel dashboards for senior management and CXOs to track data and productivity
• Led vendor management during theproject as SPOC to cater business requirements, cadence meetings.

Project:Whatsapp Banking project

• Spearheaded Industry benchmarking to build WhatsApp banking with 10+ end to end STP journeys
• Executed end to end project management with IT team, ESB and vendor to build and deliver APIs
• Built data rich strategy with marketing team for product campaigns over WB channel to increase reach and CTR
• WB project contributed to reduction of repeated calls by 12%, eventually reducing the operational cost
• Introduced NPS over WhatsApp banking channel, improving feedback collection rate by 2.7 times

Project:BOT- Sahayak

• Designed BOT UI/UX with IT team, creating more than 100 knowledge base files and SOPs to enhance experience
• Query engine BOT enhanced branch experience, contributed to manual searching to query based searching
• Handled User acceptance testing (UAT) to enhance the accuracy and latency of the query engine BOT

Project:Risk control and service assessment(Governance)

• Managed CRM( Talisma) for RCSA- Customer grievances to mitigate risk factors by building strategies
• Collaborated with diverse stakeholders to ensure business continuity and smooth onboarding of branches
• Managing more than 20+ risk families to ensure smooth continuity of application by thorough testing
• Managed User acceptance testing(UAT) over application to ensure glitch free application and process improvement