Aayantika Choudhury: Associate Director, Client Delight in ANANTHAPURA, YELAHANKA, KA

Area, India Empowering Sprinklr customers to improve their end-customers- digital experiences and achieve business objectives through the adoption of Sprinklr product Developing a deep understanding of customer needs and be able to tie them to specific Sprinklr use cases, product features, benefits, and value propositions Understanding Customer's current Sprinklr implementation and ensure maximization of business value realized by the customer through consultative support, training and configuration optimization Be a customer advocate within Sprinklr providing feedback to engineering teams to develop / identify new features & products Augmented renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business Served as the internal voice of the customer and advocate for your clients- needs (services, support, product management, executive alignment) Calculated risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate Identified opportunities for customer references and case studies

•Lead the Social Listening efforts across the verticals of Cosmetics brands, Spirits Industry, Tech Industry, Banking & other domains & provide crisp actionable insights after analyzing Listening Engine data (Sprinklr) •Lead global 24x7 operations for Managed Services team while handling over 5 Global clients across varied geographies- InDepth knowledge of Sprinklr Modules- Social Core, Social Listening, Social Benchmarking, Reporting & Content Marketing •Recruit, mentor, and retain experts for the associates & consultants managed services operations teams •Drive collaboration, learning and process improvement in the Managed Services Operations team •Drive continuous process improvement to scale Managed offerings, reduce variability, and increase margin •Collaborate with Product team, Support Team, Managed technology team and the broader Products organization to improve Managed offerings and contribute to the software learning process for social media technology solutions •Interface with key customers/prospects on service strategy and service issues •Lead consultant & analyst team and collaborate with the onsite Intelligence teams to drive new threat intelligence playbooks, key product/feature development needs & other intelligence needs •Key SPOC for employee engagement activities for the organization •Key player in hiring diversified talent for the organization, right from sourcing to hiring to onboarding the members to the organization

Expert in Social Media Listening (Sprinklr) to provide analytics, actionable insights and in depth reports on business performance, key attention areas etc. Ensure seamless content integration and publishing of product & service specific content across brand social media channels Work on creatives that would match the content and coordinate with the creative team in explaining the creative brief Create and enhance the brand existence across varied social media platforms ranging across Facebook, Twitter, Pinterest, Google+, Tumblr etc. by ensuring engaging content is published across the platforms on a consistent basis Lead and manage various projects on content marketing across different social media platforms Provide actionable insights from the data of the Listening Center Vibaantta, Qsufficit, FluidAgainIT Solutions, Planet Baby Trading

•Leading a team of Social Intelligence/Digital Marketing/Customer Service operations (Recruitment, Training, Transition & Delivery) in order to strategic marketing plans in social media for clients through market intelligence, competitive analysis, customer engagement and business planning •Develop best in class social media marketing programs and creating benchmarks, automation, analytics/metrics and policies • Understanding functionalities and tools pertaining to social media listening, monitoring & marketing • Spearheading social media customer acquisition and retention opportunities • Effectively and proactively following up with internal/external clients, team members, vendors/partners to ensure successful project execution. Leading Social Media Digital Marketing initiatives to ensure better reach, relevance & resonance • Have Assistant Managers and Team leads reporting to me in the current role • Developing Online/Social Customer Service workflow process/SOPs and performance metrics to promote customer engagement, retention, and loyalty with brand's customers in the online/social space. • Developed metrics on social customer service. Tracking of measurable KPIs on Social Customer Service for the team • Partnering with cross-functional teams to develop best practices and adherence by team and also with Brand's support, content, and community leadership in identifying and defining new social media policies and procedures to improve efficiency and effectiveness of the customer success offering. • Establish measurable online/social customer service practices, including social voice of the customer reporting, to reduce revenue inhibitors.

• Handled a team of L2/SME/Resolution Specialist(Group Leads) and a specialized process named Handle in Place(Cross functional team which handles Technical and Customer Care queries) • Analyse trends/ data on business metrics to suggest improvements etc. • Managed the operations to agreed SLAs and quality standards. • Develop and report a set of process and quality metrics to the customers of the Bangalore site to enable process transparency and ensure effective dialogue between US and Bangalore to maintain the agreed SLAs. • Managed a staff of up to 18 members, providing effective leadership and ensuring each staff member has goals and objectives and effective performance management environment. • Facilitated a career development and training environment to allow staff to develop and growth with Dell. • Developed a mechanism to review and update the controls environment, including process and policy documentation and metrics reporting • Had fortnightly/monthly 1*1 with the members of the team to discuss process performance. • Had an IDP discussion on a quarterly basis to discuss Development plans. • Recognized & rewarded top performers in the team. • Performance management of the BQ performers in team. • Managed attrition & handle disciplinary issues in the team • Leveraged experience / expertise in process to optimize gains / benefits in other regions / process. • Provided business summary data to area manager for Management Review Meetings • Monthly review of both people & process performance. • Business review with Senior Managers/Executive team & partners. • Mentoring process improvement projects undertaken by B1 (Project Mentor for BLAZE group for AON improvement) • Identify process improvements projects & implementation of the same. • Ran a project named THRIVE, to develop people managers from potential talent

•Part of the Performance Improvement Group, under the branch of CE (Customer Experience) Team. Aligned with "Operations" to a segment within DIS (Dell Financial Services). Coaching, providing feedback and motivating agents to achieve optimal performance, also providing feedback to leadership as needed. •Regular Call auditing and scoring of Representatives to ensure performance expectations are met, as per the requirements on CE Audit Form. Providing timely feedback, to see developmental change in interaction with the Customer. Customer service, soft-skills, cultural training and upgrading skill sets meeting the required target (CE, Comsat , XPR and Quality model Scores) •Handled Customer escalations, Circulated Green Alert/Rave mails/ CommSat Improvisation mailers across the floor. •Compiling performance data on intranet pub for shared access by managers. Collating Team's and Segment's data for reporting purposes (on Excel and PowerPoint formats). •Preparing reports for analysis (identification of areas of strengths and weaknesses) for one-on-ones with immediate Manager, round-table meetings with "Operations" and conference calls with US counterparts. •Accountable for "Customer Satisfaction E-Survey" results (C-Sat Scores); scrutinizing Team's data, recommending Plans of Action to higher management and implementing it with Representatives. •Conceiving Tailor-made Action Plans, Remedies and Coaching Techniques suitable as per individual case studies. Including follow-ups to monitor stagnancy/increase/decrease in their deliverables. •Certifying New Representatives after completion of Training to determine their shift onto "live" calls. •"Calibration Calls" with USA-counterparts to ensure Audit scoring mechanism is unbiased and consistent•Conducted Trainings on Behavioral Skills/ Communication skills/ Financial process changes, handled training batches with a strength of 25members.