Mahendra Devireddy
Chatbot Products and Automation Initiatives- CX
Talent
Bengaluru, Bengaluru UrbanMember since April 30, 2023
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About
- Designed and Automated multiple levels Customer service Chat bot Product. Current Automation percentage is at 95% handling Volume of 3 million tickets per month.
- Experienced in the Full product lifecycle from Consumer research to executing Product Strategy Roadmaps.
- Leading the Internal Automation vertical with defined KRAs and achieved them every quarter and Managing 3 Resources.
- Agent level Automated Solutions, reduced Average Handle Time of each ticket of agents by 35%. This impacted company expenditure on 50 FTE.
- Added localisation in 9 majors Indian languages across multiple channels and personalisation to the Chat flows which provides accurate, details with human touch and has positively CSAT which is trending at 72%.
Automated 4 Internal processes to reduce 16 FTE.
- Experience in Microsoft Power Automate Desktop.
- Worked in Automation Anywhere 10.3, 10.5 and 11.3 Versions.
- Worked with Taskbots, Metabots, IQ bots 6.5.
- Experience in working with standard DLLs, VBA, VB Script, Java, Python which can broaden the scope of Automation Anywhere by bringing in varied standard solutions.
- Experience in automating varied Web Applications, Desktop applications, Excel activities, Email
Activities, PDF extraction, OCR extraction.
- Experience in automating 5 full length Processes from End to End.
- Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner with both technical and non-technical customers.
- Handled web applications like Java Applet -Flex application, which is very unstable.
- Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
- Strong in requirement gathering and analysis (ability to work with a structured and methodical approach, combined with an inquiring mind)
- Strong in design principles and modular programming techniques
- Practical experience in an agile development team
- Good in Designing optimum and stable solutions for RPA.
- Experience in delivering solutions based on consistent processes and policies
- Programming Languages: C,C++, JAVA , Python ; FrameWork: MVC DotNet Framework.
- Web Technologies: HTML, CSS, Bootstrap, PHP, JavaScript, MYSQL.
- Completed Courses on "Introduction to programming in C" and "Data structures" in NPTEL from IITM
- Published a paper on “Global Wireless e-voting System” in IJRET (International Journal of
Research in Engineering and Technology) journal.
Experience
- Designed and Automated multiple levels Customer service Chat bot Product. Current Automation percentage is at 95% handling Volume of 3 million tickets per month.
- Experienced in the Full product lifecycle from Consumer research to executing Product Strategy Roadmaps.
- Leading the Internal Automation vertical with defined KRAs and achieved them every quarter and Managing 3 Resources.
- Agent level Automated Solutions, reduced Average Handle Time of each ticket of agents by 35%. This impacted company expenditure on 50 FTE.
- Added localisation in 9 majors Indian languages across multiple channels and personalisation to the Chat flows which provides accurate, details with human touch and has positively CSAT which is trending at 72%.
Automated 4 Internal processes to reduce 16 FTE.
- Experience in Microsoft Power Automate Desktop.
- Worked in Automation Anywhere 10.3, 10.5 and 11.3 Versions.
- Worked with Taskbots, Metabots, IQ bots 6.5.
- Experience in working with standard DLLs, VBA, VB Script, Java, Python which can broaden the scope of Automation Anywhere by bringing in varied standard solutions.
- Experience in automating varied Web Applications, Desktop applications, Excel activities, Email
Activities, PDF extraction, OCR extraction.
- Experience in automating 5 full length Processes from End to End.
- Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner with both technical and non-technical customers.
- Handled web applications like Java Applet -Flex application, which is very unstable.
- Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.
- Strong in requirement gathering and analysis (ability to work with a structured and methodical approach, combined with an inquiring mind)
- Strong in design principles and modular programming techniques
- Practical experience in an agile development team
- Good in Designing optimum and stable solutions for RPA.
- Experience in delivering solutions based on consistent processes and policies
- Programming Languages: C,C++, JAVA , Python ; FrameWork: MVC DotNet Framework.
- Web Technologies: HTML, CSS, Bootstrap, PHP, JavaScript, MYSQL.
- Completed Courses on "Introduction to programming in C" and "Data structures" in NPTEL from IITM
- Published a paper on “Global Wireless e-voting System” in IJRET (International Journal of
Research in Engineering and Technology) journal.
Education
Bachelor of Technology- Computer Science and Engineering
