Swathi haridas

• Facilitated workshops with over 50 stakeholders, discovered usability pain points that improved CSAT by 15% through workflow redesigns.
• Analyzed user feedback data points, implementing improvements that reduced usability-related support tickets by 40%.
• Evaluated and enhanced Stripe's core products, which increased product satisfaction ratings by 15% within 5 months.
• Developed KPIs for new features, driving a 50% increase in feature adoption rates within the first quarter post-launch.

Project:

Assembled - Optimizing Workforce Management.

This helped enhance the tracking of delivered hours, while shrinkage visibility and reporting accuracy resulted in a 30% rise in scheduling adherence and a 20% boost in productivity tracking accuracy.

• Redesigned onboarding experience for users that improved user satisfaction by 15%.
• Increased actionable insights collection by 30% through implementation of an innovative customer feedback system.
• Introduced support bots that help in changing the status of the ticket and answering basic user queries; this resulted in a decrease of 20% in response time and a 20% rise in CSAT.
• Enhanced personalized recommendation engine that lists smallcases based on the user's behavior, which resulted in a 15% rise in user engagement and a 10% rise in AOV.
• Collaborated across teams to prioritize user-requested features, reducing user-reported issues by 40%, and increasing overall product usability by 25%.

Projects:

Customer Query Compilation (May 2023 - Aug 2023)

Documented repository of Demat account queries and error messages, this streamlined support process makes it easier for the agent to provide accurate resolutions to the user.

This included over 1,500 queries, which led to a decrease in resolution time by 70% and a 40% increase in customer issue resolutions on the first interaction.

Smallboard Enhancement (Jan 2024- March 2024)

Collaborated with the UX and CX teams to gather user insights and feedback, leading to iterative design improvements, which led to an increase of 15% in feature adoption and 20% user engagement.

• Established service goals by leveraging best support practices, leading to a 15% increase in overall service performance.
• Maintained records of customer interactions and transactions, which improved follow-up efficiency by 20%.
• Performing administrative tasks, such as filling out paperwork and generating reports, led to a reduction of 30% in processing time for internal tasks.
• Identified and improved support processes, which led to a 15% rise in CSAT and Quality Score.