Gaayatri Rai
Singapore
Summary
Dynamic and results-driven professional and certified Project Management Professional (PMP) with a proven track record in leading strategic tech digitization initiatives. Demonstrates deep expertise in automation, machine learning integrations, and expert at speaking to audience of different technical levels and building strong stakeholder relationships across both technical and operational teams. Eager to leverage innovative strategies to drive growth and efficiency, contributing to shaping future-focused solutions aligned with cutting-edge operational advancements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Regional Senior Digitisation Manager
Grab
09.2023 - Current
- Leading Helpcentre automations and content strategy, enhancing service delivery through strategic direction and cross-functional collaboration.
- Bridging technical and non-technical stakeholders for effective communication of complex initiatives.
- Create data driven strategic plans to attain company targets and communicate these complex topics to ensure stakeholder alignment for strategic decisions and product launches across cross-functional teams
- Manage and mentor a team of six in executing high-impact digitization projects, including LLM integrations and automations, driving key performance metrics
- Addressed scalability challenges by spearheading 3 projects in HelpCentre Strategy plan
- Pioneered the implementation of Grab's Machine Learning-powered user intent detection feature (hosted in All Resolution Chatbot), decreasing Nett CPT over 20% (highest recorded for any project) and consequent cost savings
- Led 8 country operational teams to design and automate top user issues, which achieved over 70% deflection rate Passenger models and a 68% deflection rate for the Driver models from 2023 to 2024
- Co-created a dynamic LLM tool called AskGPT in collaboration with Data Science team, automating content generation which drastically reduced content generation time from 2 hours to just 2 minutes, while improving quality of output
- User ratings for the HelpCentre Experience and self-service rates increased by over 15% compared to manually generated content
Regional Program Manager
Grab
08.2022 - 08.2023
- Business Owner of Grab HelpCentre and HelpCentre AI Chatbot
- My role involves navigating ambiguous situations and quickly ramping up on new challenges, while balancing business operational needs with a product focus to shape an impactful and measurable strategic roadmap
- Developed and executed a strategic plan centered on product and automation, successfully boosting automation rates by over 30% to address low self-service and high net contact challenges.
- Orchestrating a cross-functional team of 30 to develop to launch a revolutionary support super chatbot 'ARC' 'All Resolution Chatbot.
- Led data driven strategic product feature prioritisation for the redesigning of the Grab's support journey via the All Resolution Chatbot, resulting in a significant 37% increase in contact deflection and a notable 42% enhancement in support accessibility in 2023
- Managed $500k Brand new app - 'MoveIt' - HelpCentre project in Philippines within a record time of 3 months, managing communications across over 40 stakeholders/ 8 regional teams
- Awarded 'The Grab Way Award' in recognition of this accomplishment in 2023
Regional Program Lead
Grab
08.2020 - 07.2022
- Spearheaded the localization of Live Chat Channel initiatives across six countries, collaborating with operational teams to ensure a smooth transition of performance management to local operations post-project completion.
- Served as Program Lead for Customer Experience Transformation and Chatbot Automation Projects, driving large-scale program management and overseeing budget allocations.
- Achieved a 34% reduction in costs in 2021 by facilitating an 80% shift from voice to chat, showcasing the impact of strategic operational enhancements.
- Drove over 15% additional cost savings through data-driven strategies for chatbot and automation initiatives in partnership with Engineering teams.
- Collaborated with design and engineering to gather business requirements and successfully implement an in-house Live Chat system, resulting in a 52% cost savings compared to outsourced vendor programs in 2021.
- Managed the seamless transition of six country operations teams from an outdated outsourced Live Chat tool to a newly developed in-house solution, ensuring operational excellence and effectiveness.
Regional Program Coordinator
Grab
09.2019 - 07.2020
- Successfully cultivated strategic partnerships and localized regional initiatives for a regional portfolio of 8 countries simultaneously
- Resulted in a 20% increase in customer satisfaction through the implementation of innovative feedback mechanisms and data-driven insights.
Business Policy Analyst
Facebook via Pro Unlimited
11.2016 - 02.2018
- Ad Content Review and Escalation Management
- Monitor and review sensitive and potentially offensive ad content on Facebook/Instagram
- Expert on enforcing advertising policies to ensure compliance and lead ad policy reviews and measures accordingly
- Investigate reported ad escalations and respond to SMB team and Business Clients queries
- Proposed policy initiatives that increased accuracy of content review by 22%
- Managed policy compliance across 300 ad campaigns
- Reduced policy violations by 40% by embedding real-time compliance monitoring
Education
Bachelor of Social Sciences - Sociology with Honours (Distinction)
National University of Singapore
05.2016
Skills
- Content Writing and Design
- Business Strategy
- Process Improvements
- Data Analysis
- Project Management
- Stakeholder Management & Communications
- Team Leadership
- Agile Methodologies
- Cross-Functional Collaborations
- Automation and Artificial Intelligence
- Product Management
- Complex Problem-solving
- Strategic planning
Certification
Certified Project Management Professional, 3021013
Languages
English
Tamil
Timeline
Regional Senior Digitisation Manager
Grab
09.2023 - Current
Regional Program Manager
Grab
08.2022 - 08.2023
Regional Program Lead
Grab
08.2020 - 07.2022
Regional Program Coordinator
Grab
09.2019 - 07.2020
Business Policy Analyst
Facebook via Pro Unlimited
11.2016 - 02.2018
Bachelor of Social Sciences - Sociology with Honours (Distinction)
National University of Singapore
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