JIRA
Swati I
Lead Technical Enablement Manager- Global Product Success and Services
Gurgaon
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Lead Technical Enablement Manager
Sprinklr
11.2021 - Current
- Identified process enhancements, gathered requirements, and supported curriculum development for content delivery.
- Conducted regular assessments and evaluations to measure training effectiveness and identify areas of improvement.
- Tailored curriculum and training plans ensured effective knowledge transfer across diverse learning styles and expertise levels.
- Offered technical support and guidance to internal teams and external partners, resolving complex issues and ensuring customer success.
- Championed both Sprinklr Social and Sprinklr Insights products, leveraging hands-on expertise.
- Designed and implemented a Power BI dashboard to track global employee compliance and performance scores comprehensively.
Manager Quality-Contact Center
Bharti Airtel
02.2019 - 10.2021
- Developed, monitored, and optimized programs for the contact center to enhance customer satisfaction.
- Collaborated with the core team to integrate T-Mobile's best practices into Premium Category Segments, overseeing implementation, strategic launch, and ongoing enhancements.
- Enhanced efficiency and reduced costs by transitioning the traditional quality monitoring system to Speech Analytics Tool.
- Implemented strategies to streamline processes, ensuring faster issue resolution and improved customer satisfaction.
- Provided insights to enhance IVR application, reduce waivers and volume, and digitize processes. Supported contact center teams in maintaining service levels and improving overall customer experience.
- Prioritized initiatives to enhance customer experience, reduce churn, boost retention, and increase revenue. Leveraged sales expertise to optimize revenue and reduce costs through the Call Centre Model and self-help tools.
- Liaison with EY team on leading compliance audits.
Assistant Manager– Sales
Bharti Airtel
02.2017 - 01.2019
- Established partnerships with new channel partners and identified strategic locations for territory expansion.
- Expanded business in the territory by securing deals with cooperates and SMEs, resulting in additional gross ads.
- Managed and directed the sales team to meet targets and profit goals in the territory.
- Monitored, trained, and evaluated team members to achieve targets, managing their performance effectively while developing a robust retailer network to boost territory sales.
- Generated leads and organized meetings with potential partners to expand the territory, facilitating their ROI attainment.
- Ensured service levels and customer satisfaction while working towards monthly adoption and consumption.
Senior Executive-Sales
Bharti Airtel
03.2014 - 01.2017
- Managed walk-ins and identified customer needs to drive growth at designated AES stores.
- Expanded territory business by securing deals with corporates.
- Achieved excellence by reducing service and activation turnaround time through timely follow-ups with cross-functional teams.
- Fostered cross-functional talent within the team through role rotation, and excelled in identifying, developing, and leveraging team members' strengths, there by mentoring and training them regularly.
- Apart from business responsibilities, managed financials, inventory, sales reorders, and audits.
Education
MBA - Marketing
ICFAI Business School
Hyderabad, India 04.2001 -
Bachelor of Engineering - Electrical And Electronics
SSCET Bhilai
Bhilai 04.2001 -
Skills
Customer Experience
Learning and Development
Project Planning
Process Excellence
Product Management
Key Account Management
Revenue Generation & Enhancement
Sales and Distribution
Customer life cycle management
Retailer and Partner Management
Team Management
Coaching and Mentoring
Accomplishments
- Certified by Sprinklr as a Consultant and Trainer.
- Trained consultants across the Globe on Sprinklr products.
- Collaborated with Product team in the development of Speech Analytics Tool for Quality Monitoring and 100% FTA cost.
- Improvement in CSAT score from 42% to 68%.
- Documented and resolved complex customer issues which led to customer satisfaction.
- Simplified agent desktop interface to minimize handling time there by reducing AHT by 20%.
- Reduced cost of call centers by using call deflection.
- Organic growth of gross ads by 11%.
Software
Power BI
MS Excel
MS Presentation
MS Word
Interests
Painting
Travelling
Reading
Timeline
Lead Technical Enablement Manager
Sprinklr
11.2021 - Current
Manager Quality-Contact Center
Bharti Airtel
02.2019 - 10.2021
Assistant Manager– Sales
Bharti Airtel
02.2017 - 01.2019
Senior Executive-Sales
Bharti Airtel
03.2014 - 01.2017
MBA - Marketing
ICFAI Business School
04.2001 -
Bachelor of Engineering - Electrical And Electronics
SSCET Bhilai
04.2001 -