Sankalp Sharma
Business Analyst & Presales (Data & AI for CX) Radical Minds (with RMT Engineering collaboration)
- Role
- Business Analyst & Presales (Data & Ai for Cx) at Radical Minds Technologies Pvt. Ltd.
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
Experience
Business Analyst & Presales (Data & Ai for Cx)
Radical Minds Technologies Pvt. Ltd.
Apr 2025 — Present · Gurugram, IN
Data Analysis & Reporting, Operational Insights, Process Improvement, Client & Stakeholder Management.(Original scope retained; expanded to include presales and AI-led solutioning with RMT Engineering.)Core responsibilities (ongoing) • KPI reporting & insights (ASA, AHT, CSAT, FCR, QA), variance/cohort analysis, capacity & funnel math. • Process mapping/SOPs, workflow optimization across Inbound/Outbound, Voice/Non-Voice. • Exec decks & performance dashboards (Excel pivots/lookups, PowerPoint; basic SQL/Python).Expanded responsibilities (RMT Engineering / Presales) • Partner with product/engineering on Agentic AI, conversational voice & chatbots (Opti-BOT/Opti-ASR), and AI-enabled Quality Monitoring (Opti-QMS); define user journeys, prompts/evals, and demo scripts. • Presales support: discovery workshops, RFP/SoW responses, solution write-ups, ROI/TCO models; run live demos/PoCs with Sales. • Build CX dashboards & governance packs (WBR/MBR/QBR); translate ops gaps into AI/automation use-cases. • Tools/stack exposure: CRM/ticketing, cloud telephony, LangChain/LlamaIndex (working knowledge), vector DB concepts, OptiML Dialer. • Client representation: available to attend US conferences & customer meetings for RM/RMT showcases.Skills: Business Analysis · Presales · Contact-Center Analytics · Agentic AI (working knowledge) · Conversational Bots · AI-QA · Excel/PowerPoint · Basic SQL/Python · Process Mapping · Stakeholder Management
Education
Sri Venkateshwar International School
Business/Commerce, General
2008 — 2022
O.P. Jindal Global University (JGU)
Bachelor of Business Administration Hons. - (BBA)
2022 — 2025
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