Bharat Gandotra
Group Product Manager (Digital Customer Experience, Crm & Ai Products) @UNIVO Education
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WORK HISTORY
Group Product Manager (Digital Customer Experience, Crm & Ai Products) @UNIVO Education
Noida, IN
Led enterprise-wide Digital Transformation and AI initiatives across Customer Experience (CX), Sales, and Student Support, delivering measurable gains in efficiency, scalability, and customer satisfaction.Defined and executed end-to-end product and AI strategy across digital platforms — Website, CRM (LeadSquared), University Management System (UMS), and Support (Freshdesk) — to elevate the digital customer journey.Launched AI-powered CRM innovations, including an AI Lead Qualifier Bot and Interactive A/V Bot, improving call efficiency by 25% and admission conversions by 8% through smarter engagement.Implemented an AI-driven Contact Center Quality Automation system, scaling evaluation from 5% to 100% coverage and enhancing quality efficiency by 30%, transforming the support function.Deployed Generative AI Voice and Chatbots to deliver personalized, omnichannel digital support, driving a 30% reduction in inbound queries and significantly improving digital self-service adoption.Championed organizational change and process re-engineering, ensuring smooth AI adoption and digital transformation across teams and systems.
EDUCATION
Indian School of Business
Certificate In Product Management
Amity University
Bachelor of Technology - BTech
Institute of Management Technology, Ghaziabad
Master of Business Administration - MBA
SKILLS
ABOUT BHARAT GANDOTRA
Product & Digital Transformation Leader with 13+ years of experience across Customer…
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