Maniprakash Ray Email & Phone Number

Bengaluru, Ka, In

Gurugram, Haryana, India

Bengaluru, Karnataka, India

 Lead Bot Experience charter and built/enhanced features to improve CX for live order & post order issues. Improved Bot CSAT by 15 pp YTD and marching for FY '24 goal. Ideated and managed end-to-end till launch for revamped WIMO flows, Bot comms and HITL flow changes. Reduced Agent ITO by 0.6 pp while improving Bot CSAT. Designed & Lead Hyperlocal program to improve upon critical CX metrics ''Vital Few" with a CBD approach. Reduced the bad CX instances by ~20% and saved ~50 p on… Show more  Lead Bot Experience charter and built/enhanced features to improve CX for live order & post order issues. Improved Bot CSAT by 15 pp YTD and marching for FY '24 goal. Ideated and managed end-to-end till launch for revamped WIMO flows, Bot comms and HITL flow changes. Reduced Agent ITO by 0.6 pp while improving Bot CSAT. Designed & Lead Hyperlocal program to improve upon critical CX metrics ''Vital Few" with a CBD approach. Reduced the bad CX instances by ~20% and saved ~50 p on UE. Identified key gaps and built features on Track-screen to reduce CX anxiety while food being prepared and reduced TOF ITO by 0.6 pp (Agent 0.2 pp) and saved ~4 p/order. Aligned stakeholders (with PMs) to invest on first-in-class Async chats and Gen AI products to enhance Bot capabilities on "Bot-as-a-human" theme. Managed DE experience charter and built features to simplify/automate the OOS processes and reduced DE tickets by 30% while improving the DE CSAT by 5 pp. Mentored team members in enhancing their analytical and dash-boarding abilities. Show less

Bengaluru, Karnataka, India

 Lead analysis of eNPS & rNPS surveys and created reports for CXOs. Worked on AIs with cross functional teams and improved scores by 5 pp and 7 pp respectively in H1. Ideated and implemented the strategy for handing the fraud customers with CX Support and IGCC teams and saved the spending of fraud cases by ~20 p/Order. Set up detailed CX and growth trackers/dashboards for internal teams and CXOs and provided granular level visibility to design programs to achieve FY '23 org goals.

Gurgaon, Haryana, India

 Handled a large volume of client's (automobile company) data and managed their business flows with the CRM application  Gathered requirements and CRs from the client and analyzed those with Siebel Tools and SQL developer  Developed and fixed important functionalities of business flows with Siebel tools, server scripts and writing the SQL queries over DB  Resolved urgent requests from the client and answered their queries with upmost priority, Informed the progress of tasks in… Show more  Handled a large volume of client's (automobile company) data and managed their business flows with the CRM application  Gathered requirements and CRs from the client and analyzed those with Siebel Tools and SQL developer  Developed and fixed important functionalities of business flows with Siebel tools, server scripts and writing the SQL queries over DB  Resolved urgent requests from the client and answered their queries with upmost priority, Informed the progress of tasks in the meetings  Provided training to the new members to the project on Siebel CRM platform and helped them to understand business flows Show less

Gurgaon, India

 Performed extensive market research to conclude on product features, evaluate competition and potential buyers Developed pre-sales inventory for the BD and Sales purposes, prepared sales-decks and communicated via emails Worked closely with an existing clients of the company and resolved queries with regular visit and helping my team Explored backend development, python and data science basics, occupied other roles (operations) whenever called