Anitha Subramani
Senior Business Analyst
Chennai,TN
Summary
Senior Business Analyst with successful 12 years of experience. Writing Conversational Scripts for AI Assistant for both Voice & Chat along with gathering requirements for projects as a Business Analyst.
Having a close relationship with customers to drive the product delivery to closure. Continuously monitor the day-to-day conversations, Train the AI assistant and enhance customer experience.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Sr Business Analyst
Interface.ai
Bangalore, KA
02.2022 - Current
- Handling of product through the typical stages in its life cycle- product understanding, development, implementation and launch. Thereby supporting production launch and product adoption.
- Pre-plan and facilitate the Requirement Gathering Workshops
- Documenting and communicating the pre-defined standard workflows to the clients.
- Facilitate the development of “request for proposal, Pilot, POC and Deployment”
- Executed and delivered numerous projects comprising product deliverables. This includes resource allocation, project tracking and conducting stakeholder analysis.
- Experience in handling AI third-party core integrations, and chatbots in the fintech domain. Ex: Symitar, Fiserv DNA, cu*answers, JHA, Locator search
- Facilitated daily stand-up meetings, reviews, estimations and other scrum-related meetings, sprint planning, and sprint reviews.
- Played a vital role in increasing automation levels of the AI agent.
- Expertise in handling escalation calls.
- Interacting with 3 to 4 customers on a daily to understand the needs and ensure to focus on customer satisfaction. § Providing project timeline to customers to get the product (Ai) delivered on time.
- Work closely with the engineering, Developers & quality team to ensure deliverables on time.
- Lead the development of business cases for further project sales as determined by the practice.
Conversational Experience Manager
Interface.ai
Bangalore, KA
07.2018 - 10.2021
- Create documents for capturing onboarding data based on the financial institution's requirements
- Build conversational flows, and product/service recommendation workflows of a chatbot experience
- Define the tone of the digital AI assistant
- Monitor the content performance of the bot and make updates to the knowledge base.
- Review customer feedback on chatbot behaviour and document actions that are taken.
- Work on witty and clever responses to small talk
- Reviewing and analyzing all the logs to improve bot performance
- Suggest improvements/enhancements to the existing knowledge base
- Defining the in-scope and out-scope knowledge base
- Interact/communicate with customers on use-cases & editorial design
Senior Trainer
Standard Chartered Global Business Services
Bangalore , KA
08.2015 - 06.2018
- Provided in-house training to new employees concerning the maintenance of standardized training approaches.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Training need identification |Training responsibility for allocated batch | Contribution to Curriculum.
- Training Connect and Business Connect.
- Trained and mentored 200+ new personnel hired to fulfil various roles.
Senior Associate
Xchanging Technologies
Bangalore KA, KA
05.2010 - 07.2013
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, and facilitating needs assessment.
Customer Service Executive
Infosys BPO
Bangalore, KA
02.2008 - 06.2013
- Provided primary customer support to internal and external customers through calls.
Education
Bachelor of Science - Bio Chemistry
Kongunadu Arts And Science
Coimbatore 06.2004 - 05.2007
Skills
BUSINESS ANALYST
Timeline
Sr Business Analyst
Interface.ai
02.2022 - Current
Conversational Experience Manager
Interface.ai
07.2018 - 10.2021
Senior Trainer
Standard Chartered Global Business Services
08.2015 - 06.2018
Senior Associate
Xchanging Technologies
05.2010 - 07.2013
Customer Service Executive
Infosys BPO
02.2008 - 06.2013
Bachelor of Science - Bio Chemistry
Kongunadu Arts And Science
06.2004 - 05.2007
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