Suhail Manjardekar

Renewal CRM: Microsoft Dynamics (PwC)

• Spearheaded the implementation of Microsoft Dynamics CRM, enhancing the renewal journey for millions of customers by integrating omnichannel features.
• Collaborated with cross-functional teams including business, technology, and PwC stakeholders, to assess project feasibility and ensure seamless communication of business needs.
• Designed and delivered Business Requirements Documents (BRD) and Functional Requirement Documents (FRD) to align stakeholder expectations and ensure seamless execution.
• Led the development of critical project artifacts, such as Renewal Journey Mapping, Wireframes, Field Mapping, and NPS implementation.
• Drove project progress through continuous monitoring, ensuring adherence to timelines by implementing strategic action plans to mitigate risks and maintain deadlines.
• Improved UI/UX design and omnichannel strategies to drive a 20% increase in NPS scores.

Visual Calling Assistance: (Ubona & Covin.ai)

• Launched an AI-driven Visual Call Assistance (VCA) tool, automating customer interactions, and reducing operational costs by transitioning customers to self-service platforms like WhatsApp.
• Collaborated with cross-functional teams to optimize the customer relationship process by integrating a Visual Call Assistance (VCA) tool across various use cases, enhancing customer engagement by 15%, and streamlining operations, reducing costs by 67%.
• Continuously monitored key performance metrics and customer feedback to identify improvement opportunities. Focused on automating use cases and transitioning customer interactions from the contact center to DIY digital channels like WhatsApp, Visual Assistance, and the ILTC app increased traffic by 10% quarterly.
• Utilized platforms like Convin.ai to analyze large volumes of customer interactions, uncovering valuable insights into customer needs, pain points, and preferences. Extracted key themes and sentiment from conversations to inform decision-making.
• Developed strategies to enhance customer experience across multiple digital touchpoints. Focused on improving UI/UX design, content strategy, and omnichannel integration for a consistent and seamless user experience.

• Conducted feasibility analyses for new product opportunities in the BFSI sector, identifying market gaps and customer needs.
• Led the end-to-end development of an HRMS portal for managing key result areas (KRAs), enhancing organizational performance tracking, and reducing operational costs by 27%.
• Spearheaded the proof-of-concept (POC) for a call center audit management tool, streamlining quality assurance workflows, and delivering an average of 1.5 POC projects per month.
• Designed and delivered training modules for search and chatbot products, ensuring optimal relevance, user adoption, and successfully training over 700 Q&A items monthly.
• Managed client relationships by addressing change requests for search and chatbot solutions, achieving high client satisfaction levels.
• Conducted product feedback analysis, identified improvement areas, and implemented solutions to enhance product performance and user experience.
• Collaborated with cross-functional teams and stakeholders to align on product roadmaps, gather approvals, and integrate feedback.
• Authored comprehensive Business Requirement Documents (BRD), use case diagrams, and process flow diagrams to guide development and ensure clarity in requirements.
• Performed user-level testing for chatbot and search solutions, ensuring the delivery of high-quality and user-friendly products.

Virtual Agent/Chat Bot | Future Generali General insurance

• Developed and launched the award-winning Leo Bot, an AI-powered virtual agent for BFSI, recognized for transforming customer experience with end-to-end transaction capabilities.
• Identified, analyzed, and mitigated gaps in the virtual agent that impacted the customer experience journey, ensuring an optimized user flow.
• Conducted feasibility analysis for new product development in the BFSI sector, providing strategic insights.
• Designed and documented API flows based on client API specifications for seamless integration with the Leo chatbot.
• Developed and curated FAQs and follow-up prompts using Azure QnA Maker to enhance the AI virtual bot’s knowledge base.
• Approved and uploaded UI/UX and content for Leo Bot, ensuring a consistent and user-friendly experience.
• Conducted thorough content and flow testing from the user perspective to ensure high-quality performance on the bot platform.

AI Search Solution | HDFC Mutual Fund

• Led the development of an end-to-end search solution for BFSI clients, specifically for HDFC Mutual Funds.
• Conducted thorough research on existing search solutions and performed feasibility studies to recommend new approaches.
• Created and presented Proof of Concept (POC) for search and chatbot solutions to prospective clients.
• Executed keyword search, analysis, and meta-tagging to enhance file indexing and overall search performance.
• Enhanced search content by integrating blogs, videos, and FAQs, utilizing extensive data training for improved user experience.
• Developed wireframes for analytics dashboards (search and chatbot), and extracted, refined, and shared actionable data insights with clients.

Analytics | Chat Bot and Search Solution

• Enhanced search and chatbot performance through data insights, resulting in a 15% improvement in customer engagement.
• Developed dynamic and insightful dashboards and reports to track key performance indicators (KPIs), uncover trends, and monitor the success of company initiatives.
• Worked closely with business teams to design and deploy advanced analytics and reporting frameworks aligned with organizational goals.
• Collaborated with stakeholders to explore datasets, define value sets, and deliver data-driven, statistically grounded recommendations to improve revenue, and reduce operating costs.

• Auditing Calls for RTS channel and maintaining daily target
• Identify break points in the customer journeys for training product
• Maintaining monthly MIS of quality audits and analysis
• Internal product training of on products for new joiners
• Initiating Monthly calibration for Health and motor for RTS channel.

• Profile-Customer Relationship Management, ISO compliance
• Policy servicing and maintaining records as per ISO
• Handling and resolving end to end Complaints and queries within specified TAT
• Maintaining and Monitoring ISO guidelines and providing Training accordingly
• Controlling records, and documents of Complaints
• Maintaining and Publishing daily MIS of Complaints and queries.