JYOTSNA SINHA
Summary
Proactive experienced individual with above 10 years of experience and a proven knowledge of advanced technology, project lifecycle and programming. Demonstrated history of increasing customer onboarding success rate by 12% ,customer satisfaction score to an all time high of 98% and improved product utilization and adoption rate by 15%.
Overview
10
10
years of professional experience
11
11
Certification
Work History
Automation Architect
NTT Ltd
10.2021 - Current
- Manage team of experienced individuals of 7 members to develop RPA solutions using best practices and agile
- Built the new automation team by participating in interview process and onboarding premium talents
- Managed client across APAC region and ensured client retention by building trust through projects delivery
- Participated in all stages of project delivery, starting from ideation and creation of documentation like BRD, DSD till project delivery and hyper care
- Have taken ownership of Change Management within team to ensure ITIL practices to be followed for any change deployment
- Have introduced new technology players such as Support Logic and Neuron7.ai to help NTT provide better customer service and raise customer satisfaction score
- Integrate different applications like ServiceNow, Salesforce and AI tools using Workato and Logic Apps
- Weekly meet the clients to understand their expectation from the solution and create a viable product
- Ensure proper adherence to security assessment of the automation and the environment and take appropriate action to mitigate any risk identified
- Architect the solutions using different RPA technologies or solutions involving Azure devops,Azure Cognitive Services ,Azure functions etc
- Ensure the quality of developed solution and provide analysis of the deployed solution using Power BI
- Work with internal team to create automation roadmap and get the best candidate for automation
- Streamline the process in the organization for better outcome with regards to process optimization and better client experience.
- Collaborated with clients to develop customized architectural solutions, meeting their unique needs and preferences.
- Attended team meetings to resolve technical and project issues and review project schedules.
- Developed comprehensive project documentation, including site plans, elevations, sections, and details for clear communication of design intent.
- Maintained strong communication with clients throughout the design process to ensure alignment between their vision and the final product.
- Performed complex architectural and design assignments, applying innovative architectural design concepts and advanced professional knowledge.
- Coordinated with cross-functional teams to improve structure sustainability and design.
- Evaluated project requirements to identify and mitigate risks.
- Mentored junior architects on best practices within the field while providing guidance on complex design issues.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Fostered a client-centric culture within the organization, instilling a shared commitment towards delivering top-notch service.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
Lead RPA Engineer
Palo Alto Networks
02.2021 - 10.2021
- COE set up for automation in Palo Alto Networks
- Help organization in hiring the best fit candidates for the team
- Develop and deploy the automated solutions to production environment
- Develop custom activities (using C# and api) to help improve the product
- Help team in the analysis of different automation tools like robocorp to suit the automation requirements
- Create the dashboard using analytics tools such as Kibana, Tableau and Insights as per client's requirement
- Create demo explaining latest features in UiPath such as Test suite.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Performed preventative maintenance to keep tools and equipment functional.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Interacted with subject matter experts to develop training material and tools for personnel.
Senior RPA Developer (Customer Success)
UiPath
02.2018 - 02.2021
- Analyzed use cases for automation and design the solution accordingly
- Post analysis, communicate the timelines to the clients
- Develop and deploy the automated solution to the orchestrator and resolve the issue if any on Hyper care stage
- Provide training/enablement sessions on UiPath and its latest functionalities to clients and educational institutions
- Also conduct webinar and meetups to spread the idea of automation
- Develop custom activities (using C# and API) to help improve the product
- Review the code (done by peer or client) developed in UiPath/for UiPath (in form of custom activity) and provide suggestions to ensure the code quality
- Create the dashboard using analytics tools such as Kibana, Tableau and Insights as per client's requirement
- Gather the feedback from client for UiPath and pass them back to the product team to help them create user friendly features in the product
- Create demo explaining latest features in UiPath such as Chatbot integration using Dialogflow, process mining using ProcessGold.
Technical Analyst
Infosys
05.2014 - 02.2018
- Identify processes for automation and performs automation
- Implement Change Requests as per Client's requirement
- Provide support for any production issues
- Unit test modules developed by me.
Education
Executive PG Programme in Machine Learning and AI -
IIIT Bangalore
Bangalore01.2024
B-TECH - Computer Science And Engineering
College Of Engineering
Bhubaneswar04.2014
Skills
Net
Python
Agile
Apache webserver
API
Solution Architect
Automation Tools
UiPath
Tableau
Workato
Mulesoft
Salesforce
Kibana
Microsoft Azure
DevOps
Customer Account Management
Customer Relationship Building
Customer Retention
Strategic Planning
Customer Advocacy
CRM Software
Account Management
Customer Service
Staff mentoring & leadership
Stakeholder Management
Report Analysis
Teamwork and Collaboration
Onboarding and Orientation
Problem Resolution
Process Improvement
Work Planning and Prioritization
Team Development
Team Leadership
Accomplishments
- Completed a $8 million project in 2 months and under budget.
- Led a 7-person design team through all phases of commercial building projects.
- Achieved 98% client satisfaction score by automating task intensive process by building AI model and integrating it with automation.
- Collaborated with team of 20 in the development of projects for APAC.
- Documented and resolved issues for premium client which led to increase in automaton accuracy from 60% to 95%
- Resolved product issue through consumer testing.
Certification
- Project Management Professional – PMI
- Microsoft Azure Administrator - Microsoft
- PCAP-31-03] PCAP – Certified Associate Python Programmer - Python Institute
- Test Suite - UiPath
- Querying in SQL server 2012 - Microsoft
- UiPath Advance Certification – UiPath
- Certified ScrumMaster (CSM) - Scrum Alliance
- Cisco Certified DevNet Associate – Cisco
- Automation Pro I Exam – Workato
- Workato Pro II – Workato
- Workato Pro III – Workato
Awards
- Special Contributor - Palo Alto Networks
- Extra Miler Award - UiPath
- Kudos – Infosys
Languages
English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Oriya
Upper intermediate (B2)
Timeline
Automation Architect
NTT Ltd
10.2021 - Current
Lead RPA Engineer
Palo Alto Networks
02.2021 - 10.2021
Senior RPA Developer (Customer Success)
UiPath
02.2018 - 02.2021
Technical Analyst
Infosys
05.2014 - 02.2018
Executive PG Programme in Machine Learning and AI -
IIIT Bangalore
B-TECH - Computer Science And Engineering
College Of Engineering
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