Swati Pundir

• Leading Digital AI consulting and implementation projects for clients in Healthcare, Banking, Insurance, Finance and Retail Industries.
• Assisted teams in evaluating business processes and identifying improvement opportunities across various automation technologies including Generative AI, Conversational AI, Agentic AI, and NLU.

Generative AI

• Led the development of a Generative AI proof of concept (PoC) using LLaMA 2 on AWS, overseeing data collection, preprocessing, chunking, embedding generation, fine-tuning, and evaluation for domain-specific intent tagging across 10K+ call transcripts.
• Implemented advanced NLP techniques including unigram, bigram, and trigram analysis, semantic similarity models, and vector-based embeddings to improve intent classification and enhance retrieval accuracy.
• Collaborated with cross-functional teams—including data scientists, engineers, and business stakeholders—to translate GenAI capabilities into actionable use cases, aligning technical feasibility with business goals and driving outcomes in automation and knowledge management.

Conversational AI

• Managed and deployed multiple Conversational AI solutions using Amelia, Omilia, Dialogflow and Salesforce platforms, overseeing project phases from initiation through Hypercare to deliver scalable, user-centric virtual agents and chatbots.
• Led end-to-end project execution, managing scope, schedule, cost, and cross-functional coordination while maintaining strong stakeholder engagement and communication.
• Created and managed key project assets such as Kick-Off Decks, RACI matrices, RAID logs, Change Logs, and weekly status reports to monitor progress, facilitate stakeholder communication, prevent scope creep, and mitigate risks.
• Provisioned infrastructure, managed IAM access, and coordinated data resources to enable smooth and secure project delivery.

Technical Assessment

• Conducted Assessment sessions with business, Ops and Tech SMEs to understand their vision, objective and pain points for the enterprise contact centers.
• Captured the current state across process, technology and customer journeys.
• Collaborated with engagement partners to perform opportunity assessments, develop proposals, and conduct cost-benefit analysis to prioritize AI and data-driven projects aligned with strategic goals.
• Developed and maintained comprehensive project documentation like Project plan, feasibility studies, Optimized process flows and customer journeys, Implementation Roadmap, ROI analysis, prioritization matrix, and detailed Report-Out to enable informed decision-making and stakeholder alignment.

Authored POV and white papers on AI industry trends and customer journey transformation.

Project Management : Led the CMS migration project for Bajaj Finserv's website from Oracle to AEM, collaborating closely with Adobe and business heads on strategic initiatives, product vision, development, and delivery of approximately 3500 pages on AEM.

• Managed diverse projects and formulated roadmaps, project plans, and schedules around scope, cost, time, and quality.
• Prepared presentations for project kick-offs and shared weekly progress updates with stakeholders.
• Collaborated with Adobe, third-party vendors, business, and internal stakeholders for defect triaging, enhancements, new product development, testing, and deployment.
• Served as a Scrum Master, facilitating Scrum ceremonies such as Sprint Planning, Daily Scrum, Scrum Review, and Scrum Retrospective.
• Refined Sprint backlog, prioritized user stories, tracked sprint progress and presented burn-down, velocity charts, and graphs to stakeholders to indicate website and page performance.
• Led a team of 25+ Agile guild members, removing impediments with a sense of urgency and ensuring adherence to Scrum principles, values, and practices to deliver product features on time and meet quality standards.

Product Management: Acted as a Product Owner, managing Homepage, Insta EMI, Store locator, Credit Pass, and Offer World.

• Prioritized product requirements, owned product backlog, and developed roadmaps for building new business cases and features.
• Gathered requirements from business stakeholders, created epics, and over 100 user stories, detailing functional and technical scenarios, and coordinated with design and technology architects for feasibility checks and story refinement.
• Analyzed customer journeys to identify pain areas, collaborated with designers to redefine journeys, and developed wireframes, resulting in 60% increase in conversion rates.
• Identified customer needs through user research and competitive benchmarking, utilizing VOC to provide inputs for creating high-quality product roadmaps and increasing CSAT and NPS.

• Managed as PMO lead for over 5 years, overseeing multiple accounts in the Health-Tech domain.
• Successfully transitioned multiple accounts, specializing in end-to-end PMO activities such as opening PRFs, resource onboarding, conducting and scheduling BGV, project assignation, learning & development, client onboarding, and credential creation.
• Handled AD management, compliance audits for training, BGV, asset inventory management, seating management & access reconciliation, time & expense reconciliation, and invoicing for the account.
• Managed vendor relationships, procured materials, and third-party services. Raised demand IDs for quotations, submitted, managed, and tracked PR, PO, and invoices on Ariba.
• Maintained oversight of SOWs, MSA, and other contracts at the project level.
• Monitored and published KPI and KPP reports tracking the productivity and performance of the entire account monthly.
• Led a team of 3 resources, providing mentorship on internal PMO tools and processes, client handling, and management.

• Assisted US customers in troubleshooting problems with HP printers via voice calls and RDP sessions.
• Connected printers with Windows laptops, desktops, and mobile devices via cable, Wi-Fi, or Bluetooth.
• Achieved sales targets of $350 or more every month through effective up-selling of printers, peripherals, and ink cartridges.