Aditya Kumawat

Leading CX process automation and operational excellence initiatives •Spearheaded AI Chatbot integration automating 85% of agent hand-off tickets, directly reducing operational costs and improving first-response time

• Architected end-to-end SOPs for Chat and Email support from scratch, achieving 100% process standardization, reducing agent onboarding time by 40%
• Designed real-time operational dashboards tracking AHT, FRT, inflow, pendency, and agent productivity • Automated app-rating campaigns through targeted post-resolution triggers, improving brand trust scores and customer engagement metrics

Drove the product roadmap & B2B revenue growth from custom Keyboard

• Managed cross-functional team of 5 developers and 1 designer, overseeing end-to-end feature releases while ensuring alignment with the product roadmap • Improved DAU (11%) & MAU (8%) by launching Gen AI feature, optimizing the onboarding journey, introducing personalized stickers, enhancing App Store listings, and expanding into Indonesia
• Led Recommendation POD that transforms the keyboard into a high-performing ad platform, boosting B2B revenue growth by 13% MoM and reducing monthly costs by 40%

Part of CST team driving the product charter for the Customer & Merchant support platform

• Led the development of Agent Assist Chat BOTs, integrating APIs to automate SOPs, delivering INR 3 Cr annual cost savings
• Optimized device service flow from call centers to service teams, cutting Turn Around Time (TAT) by 48 hours and saving INR 5 Cr annually
• Spearheaded Freshdesk CRM integration, automating processes to cut repeat calls by 30% and boost customer/merchant satisfaction scores by 40%

Member of NHQ team responsible for daily business achievement across the country

• Successfully designed and implemented Performance Evaluation Framework based on multiple KPIs for geographical team of 2000+ members, awarded with Employee of the Month award
• Developed and successfully drove a new sales channel - Jio Associates, during the pandemic situations across the country contributing INR 150 Cr revenue per month
• Developed and analyzed multiple daily reports and dashboards using Tableau and Advanced Excel to provide business insights and performance for consumption by senior management and geography teams

Part of Product and Business Development team of CodePrompt, an online mentoring platform

• Successfully implemented Lean Model and Agile Methodology to launch successive product MVPs
• Single-handedly organized & mentored 4 Code Camps at IIT Bombay, Indore, Gandhinagar & Bhubaneswar to promote Coding Practices, which resulted in the participation of 450+ students