Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Timeline
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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

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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

JIRA

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 -

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Swati ILead Technical Enablement Manager- Global Product Success and Services