Divyansh Tiwari Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Woog is the AI co-pilot for e-commerce stores helping increase sales, solving customer experience queries, and generating leads for retargeting usersDM me if interested to know more.

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

1. Designed and Implemented end to end voicebot solutions for 8 leading Indian clients across BFSI, telecom, consumer electronics, and DTH space 2. Designed 30+ use cases across clients as the primary POC; generating 5 Cr ARR3. Collaborated with key external stakeholders for product, features, and KPI alignment 4. Optimised the product delivery lifecycle and delivered 20x ROI to the BFSI client within 2 months 5. Led the delivery of voicebot solution for a leading DTH player leading to a 30% reduction in customer center costs

Design and launch self-help tools augmenting process efficiency and optimizing costs:1. Designed the UI and customer journey if of the in-house chatbot. 2. Led several campaigns and drove chatbot adoption in Indonesia to 73% within 4 months3. Designed and implemented the IVRS in Malaysia, reducing inbound call volume by 45%

Gurgaon, Haryana, India

Process automation and self-help product launch:1. Automated the refund initiation, validation, and payouts structure; 98% reduction in TATs and 80% increase in NPS2. Designed the UI and process flow of guest authentication for self-shifting; 43% adoption & 30% reduced manual effortRevenue & cost optimization:1. Designed a digital solution for arrival confirmation process; Reduced operational cost by 80%2. Leveraged virtual inventory to resell inventory post bad cancellations via overbooking; 1% incremental revenue3. Redefined the logic of room allocation during shiftings; Reduced complimentary costs by 90%Customer service & Operations excellence:1. Fueled expansion across 15 geographies by setting up CX process within 30 days of the market launch2. Designed SOPs for all LOBs to ensure swift agent onboarding; 40% reduction in onboarding TAT3. Launched self-help and FAQ feature in HMS; Reduced IB calls on call center by ~10%

Pune

Worked with fortune 500 pharmaceutical clients on salesforce analytics, customer segmentation, targeting, and operations management. Following are some of the key responsibilities handled: - Worked with internal analysis team to develop and publish optimized call plans to enhance client’s sales force effectiveness- Worked on identifying continuously underperforming sales reps and sales teams and helped in mending the sales force effectiveness using alternate weekly goal setting, and diverting extra effort on critical products- Designed a dashboard to capture month wise performance of the sales force against the contractual and planned goals, thus helping to keep the client on track to meet the quarterly and annual goals