AI Voice Bot Project Management
Led end-to-end delivery and support for AI Voice Bot implementation—integrated with Zoho CRM and telecom systems to automate customer interaction, verification, and call transfer workflows.

Conversational AI & Chatbot Integration
Experienced in configuring and supervising AI-driven voice and chat automation for customer engagement, improving resolution rates and reducing manual workload.

AI Data Analysis & Reporting
Utilized AI-based analytics tools to evaluate campaign effectiveness, sentiment analysis, and customer behavior trends for strategic decision-making

Machine Learning & Predictive Analytics
Knowledge of AI model development and optimization concepts including predictive dialing algorithms, call behavior forecasting, and automation logic refinement.

Python & R Programming for AI
Certified in Python (Apriori Algorithm) and R Programming; used these tools for dataset preprocessing, algorithm testing, and pattern recognition in workforce data.

Integration of AI with CRM & Dialer Systems
Implemented AI modules to enhance CRM workflows, automate routine tasks, and provide intelligent call routing using data-driven triggers.

AI Tools & Technologies
Familiar with TensorFlow, IBM Watson, and AI APIs for automation, NLP (Natural Language Processing), and speech analytics.

Innovation in Operations:
Designed AI-led workflow solutions that improved connect ratios, reduced drop rates, and enhanced customer satisfaction through intelligent automation.

Workforce Management & Forecasting
Skilled in capacity planning, forecasting, scheduling, and real-time monitoring to maintain SLAs and optimize staffing efficiency.

Dialer Operations Management
Expertise in predictive, progressive, and preview dialer configuration and optimization (Vicidial, Ameyo, Genesys, Avaya, Convox, Techinfo).

Workforce Software Reporting & Analytics
Experienced in designing and developing reports, dashboards, and analytics within Workforce Software and BI tools such as Power BI and Tableau.

Data Analysis & Visualization
Strong analytical capability to interpret workforce and operational data, identify performance trends, and provide actionable insights.

System Integration & Automation
Proficient in integrating Workforce Software with HRIS, ERP, and payroll systems using APIs and middleware; ensuring data consistency and compliance.

Project & Process Management
Skilled in using project management tools (JIRA, Trello, Asana, ClickUp, Monday.com) for task tracking, campaign management, and cross-functional collaboration

Compliance & Documentation
Experienced in report validation, GDPR/HIPAA compliance, UAT testing, and maintaining documentation of data sources, configurations, and logic.

Client Communication & Stakeholder Management
Adept at collaborating with clients, HR, IT, and operations teams for performance reviews, escalations, and strategy discussions.

Technical Expertise:
SQL, Crystal Reports, Advanced Excel, Access, Zoho CRM, Salesforce, ETL tools, API integrations, Workforce Scheduler, Advanced Scheduler.

Leadership & Training:
Proven ability to lead large virtual teams, conduct training sessions on dialer usage, reporting tools, and performance optimization.