Shwetha Mithun Mandikal
@shwethamithunmandika
Strategy & Operations leader using analytics to transform contact centers and drive measurable CX gains.
United StatesWhat I'm looking for
I’m a Strategy & Operations professional with 9+ years of experience driving contact center transformation, customer service optimization, and operational excellence across Healthcare, Fintech, and E-commerce. I’ve led improvements across voice, chat, and email channels, especially in environments scaling to 5,000+ analysts.
I use AI, RPA, and process innovation to reduce waste contact, optimize handle time, and migrate volume to digital. I translate call center data into improvement business cases and delivery plans, partnering with senior leaders to turn performance signals into measurable outcomes.
In my recent work at the Hospital for Special Surgery, I built executive Tableau dashboards integrated with Salesforce CRM and Verint to track AHT, conversion, retention, and queue performance. I also led a strategic shift that drove a 5% conversion uplift and generated $21.6M in annual revenue, while improving chatbot accuracy from 95% to 99.2% by analyzing failure points and retraining intents.
Previously at Accenture (Client: Meta), I operated within a 5,000+ FTE digital contact center and led teams of 15–20 analysts, using automation to reduce false positives by 40% and improve productivity. I’m also currently supporting production-grade data strategy work by building monitoring frameworks and auditing GA4 event tracking to ensure verified, conversion-accurate reporting.
Experience
Work history, roles, and key accomplishments
Data Analyst Research Intern
EcoServants
Oct 2025 - Present (10 months)
Supported operational data strategy by building Python-based web scrapers and SQL databases to monitor node lifecycles and API signals for real-time tracking. Automated monitoring for community node traffic and costs, audited GA4 event tracking for donor conversion accuracy, and delivered production audit recommendations to stabilize tracking systems.
Drove contact center transformation by analyzing 100K+ patient interactions and 20K+ appointments to build demand forecasting models for agent capacity and provider allocation. Built executive Tableau dashboards integrated with Salesforce CRM and Verint, and delivered a patient journey realignment that produced a 5% conversion uplift and $21.6M in annual revenue.
Led digital contact center operations for 5,000+ FTE chat and email support, managing a team of 15–20 analysts against SLA, quality, and productivity targets. Built and automated improvement initiatives (including Idea Tunnel) to reduce analyst handling effort and false positives, and developed Tableau dashboards for real-time contact center health monitoring.
Senior Data Analyst - SME
Amazon India
Jun 2017 - Jan 2020 (2 years 7 months)
Supported global customer and seller operations by standardizing practices across regions and improving operational compliance and service outcomes. Reduced SLA breaches via root cause analysis and process reengineering, and improved ML model precision through feedback loops between manual review teams and ML engineers.
Streamlined billing resolution processes for a British telecom contact center client, improving turnaround time and CSAT. Structured onboarding for 20+ contact center analysts to achieve SLA compliance within the first 30 days of go-live.
Education
Degrees, certifications, and relevant coursework
Ottawa University
Executive MBA, Business Administration
2023 - 2025
Completed an Executive MBA at Ottawa University from 2023 to 2025, combining business strategy with technical expertise.
Amity University
PGDM, Business Analytics and Intelligence
2007 - 2008
Completed a PGDM in Business Analytics and Intelligence at Amity University from 2007 to 2008.
Kuvempu University
Bachelor of Science
2004 - 2007
Completed a Bachelor of Science at Kuvempu University from 2004 to 2007.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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