Payal Swami

Project : Customer Interaction Experience

As a Product Manager at Fidelity, I spearheaded the development of "Coral," a unified interface revolutionizing how our agents connect with customers. Coral tackles the pain point of fragmented CTI platforms, seamlessly integrating Genesis, Twilio, and Amazon Connect into a single, user-friendly experience. My team configured the traffic routing from Amazon Connect, paving the way for seamless agent-customer interactions.

• 20% increase in user engagement as agents find their workflows streamlined and customer satisfaction soars.
• Observed 15% reduction in our overall running platform cost since implementing Amazon Connect cloud solution.
• Worked alongside technology, sales and marketing teams for successful product rollouts.

Project : Workforce management reporting (WFM reporting)

Empowered every tier of our contact center with data-driven insights, driving and thrilled customers through our Reporting & Analytics platform.

• This multi-tiered analytics platform delivers real-time agent insights, call trends, and customer sentiment to supervisors, managers, and leaders.
• Optimize staffing, enhance performance, and delight customers with data-driven intelligence, all in one powerful, customizable dashboard.
• Call volume and quality reports enable supervisors to identify trends, areas for improvement, and target coaching efforts.
• GenAI integration unveils valuable emotional context, allowing for proactive escalation identification and improved customer satisfaction strategies.

Project: Schwab Charitable Application

Schwab Charitable is the part of Charles Schwab organization which is an independent public charity with the mission to increase charitable giving in the U.S by providing a tax smart and simple solution to donors and their investment advisors.

• I was instrumental in leading digital transformation of the Schwab Charitable platform, resulting in 20% increase in donor engagement and retention.
• Developed better interface to manage Charitable clients accounts with good user experience.
• Able to join 3300 independent advisory firms with Schwab Charitable to support their client philanthropy.
• Seamless integration to manage client’s accounts with online charitable platform.

Project: Seat Reaccommodation Engine

Spearheaded the development of a microservice-based seat reaccommodation engine for Sabre, enabling them to efficiently relocate passengers across aircraft on American Airlines flights. This cloud-native solution built on AWS, significantly improved operational efficiency and passenger experience compared to legacy systems.

• Reduced passenger dwell time on standby by 40%
• Increased aircraft boarding efficiency by 60%
• Decreased passenger complaints related to rebooking by 80%
• Reduced operational costs for Sabre by 20%
• Improved customer satisfaction metrics for American Airlines.

Senior Software Engineer,

Project: Passenger Search

The objective of this project was to develop various micro services by which airlines get all the passenger information easily and retrieve the passengers by their names, seat, group number etc. It was a Cloud native project in which we used microservices and messaging middleware as Kafka.

Project: Check in Data Manager (CDM)

Check in data manager was built on an event driven architecture running on an open system platform. It incorporates real-time SSCI data and events transmitted to an open system database for event driven processing using a business rules engine. This data is used to provide XML data to the various airline carriers for different activities.

Project: G Display L

G display L project was to display the passenger list for various edit codes. Various airlines need these passenger lists. These standard characteristic codes can be used singularly or in combination to construct a variety of lists.

Project: AVIF

AVIF requires Flight And Traffic Statistics (FATS) data to be able to generate and validate caterer invoices against real/final boarded passenger counts.

Project: POS System enterprise portal

Rent-A-Center was developing enterprise portal for different functionality through which First Scan Contact can perform various actions. I worked as senior developer to develop this enterprise portal. These applications are web based applications to enhance FSC functionality.

• Worked as chemistry professor in Grad Engineering college.