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About Me, My Hobbies & Interests!

Seasoned Contact Center Service Transformation professional with a strong record of digital channels adoption. I specialize in Predictive Engagement and have implemented AI based chat bot , SMS bots, Natural Language AI based IVR across the world which offers unique contextualized engagement for every interaction. Strong knowledge on emerging market trends and responsible for implementing complex Technology transformations in diverse domains like Banking & Financial Sectors, Telecommunication, and Insurance across India, Malaysia, Japan, United Kingdom and United States. I have 19+ years of experience in transformation projects which incudes Nortel,Avaya,Cisco,Genesys,Cosmocom,Twillio, Interactive Intelligence and have grown IVR self service digital audiences from 7000 to 15000 per day by running effective analytics driven campaigns and increasing millions in revenue. Reduced agent transfers by 30% by creating intelligent contact routing based on targeted segmented experience for each caller Service Transformation projects includes Shinsei Bank Japan and Royal Bank of Scotland United Kingdom. The work involved consolidating 50+ contact centers and reduced millions in infrastructure spend.(IVR,CTI,Call Routing,Speech servers) Technology transformation for StateFarm, AllState, Greensky and Goldman Sachs migrating legacy contact center infrastructure to new cloud based solutions Consolidated infrastructure for 50+ contact centers across and reduced millions in infrastructure spend Reduced average handle time 30% by integrating mobile apps , front end web application,back end systems and creating contextual and unique voice response for each caller Grew revenue by 20% by increasing cross selling for home and auto products Improved Net promoter score (NPS) score to 47 by determining the intent of the caller very early and proving segmented IVR experience

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GreenSky, Inc. is a financial technology company founded in 2006 based in Atlanta, Georgia. The company provides technology to banks and merchants to make loans to consumers for home improvement, solar, healthcare and other purposes
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