Suryatej D

Senior Automation Specialist

Phonepe

Bengaluru

10.2022 - Current

Led Development of Customer Service Chatbots: Spearheaded the design and automation of a multi-level customer service chatbot product, leading the Internal Automation vertical. Successfully achieved quarterly KRAs and managed a team of three resources. Engaged with key stakeholders to ensure alignment with business goals and user needs.
Developed and Deployed In-House Bot Solutions: Designed and implemented in-house chatbots and IVR tools, eliminating the need for third-party solutions. Enhanced user experience and provided effective support tailored to customer needs.
Innovated L2 Bot for Proactive Communication: Designed and developed an in-house Level 2 (L2) bot that triggers based on event occurrences, providing proactive communication to customers regarding their tickets. Increased overall automation percentage by 12%, reducing ticket reopens and customer-replied cases.
Boosted Bot Automation through VOC Analysis: Leveraged Voice of Customer (VOC) analysis to design and develop bot flows for the BFSI sector. Increased automation rates from 60% to 76%, enhancing product functionality and improving user satisfaction.
Streamlined Internal Processes: Automated seven internal processes, resulting in the reduction of 16 Full-Time Equivalents (FTEs) and significantly improving operational efficiency. Coordinated with stakeholders to identify automation opportunities and ensure successful implementation.
Optimized Salesforce Functionality: Managed Salesforce product enhancements and configurations to align with evolving business requirements. Led a team of five Salesforce developers to deliver optimized functionalities and improved user satisfaction.
Automated Tasks with Python: Developed Python scripts for data scraping, bulk ticket creation, and uploads, reducing manual effort and increasing operational efficiency. Collaborated with cross-functional teams to integrate solutions seamlessly.
Implemented RPA Methodology: Applied Robotic Process Automation (RPA) using Python to streamline CX processes, eliminating repetitive manual tasks and enabling a focus on delivering enhanced customer experiences. Engaged with stakeholders to ensure RPA solutions met business needs.