Sarthak Gupta

Spearheaded the end-to-end setup of quality assurance processes, including SOP development and feedback systems, resulting in a 13% drop in SLA violations and an 81% reduction in missed chats by May 2025.
Led cross-functional collaboration with Product, Customer Support, and CRM developers to optimize Zoho CRM workflows, eliminating 70% recurring operational bottlenecks through structured case studies and real-time monitoring.
Build and deployed automated reporting and performance dashboards using Zoho CRM and JIRA, enhancing issue visibility by 20%, helps in SLA compliance tracking, and decision-making speed across key support functions.
Utilized AI tools and data-driven insights to refine product and operational strategies, contributing to a 17% market share increase and measurable improvements in customer experience.
Designed chat/ticket routing systems and bot workflows, integrating escalation triggers and SLA violation monitoring, significantly boosting first-contact resolution rates and response times.
Championed continuous process improvements that streamlined workflows by 20%, cut reporting time by 30%, and drove a 15% gain in operational efficiency aligned with EBITDA goals.

Conducted strategic research on 15+ emerging AI tools and technologies, delivering market intelligence that influenced executive decisions and improved R&D investment efficiency by 20%.
Quality check and Fine-tuned custom Generative AI models using OpenAI (ChatGPT), Hugging Face, and Oracle Cloud Infrastructure (OCI), reducing manual analysis efforts by 50+ hours/month and increasing data processing speed by 25%.
Identifying performance gaps and designing a growth strategy that boosted user engagement by 140% using beta user’s customer data.
Collaborated cross-functionally with R&D and Product teams to translate AI research findings into actionable data backed business insights, accelerating innovation cycles.
Design dashboards and reporting tools to track AI model performance and adoption impact, enabling data-driven iteration of internal AI tools.

Conducted deep-dive research on emerging and trending technologies, producing high-impact reports that informed strategic direction and product feasibility assessments.
Analysed complex technical and financial datasets to deliver actionable insights, enhancing market entry decision-making and improving feasibility evaluations by 20%.
Led and closed 7+ high-stakes project negotiations with key stakeholders, including global tech leaders, contributing to successful partnerships and strategic alliances.
Developed structured research frameworks and editorial standards, streamlining reporting workflows and improving content delivery timelines by 30%.