Saiteja Chatrati, Technology Advisor & Subject Matter Expert

Over the past decade, Saiteja has excelled in the Information Technology sector, merging academic expertise with practical industry experience. As a certified Salesforce expert, she played a pivotal role in developing intelligent service applications, impacting Fortune 500 clients engaged in critical projects across diverse domains. A notable contribution includes innovating efficient service applications by integrating Salesforce, a cloud CRM, and AI technologies, strategically aimed at enhancing the end-to-end customer service experience by addressing challenges like manual case routing, delayed first response, and extended average case handling times. Saiteja's consulting approach revolves around data-driven decision-making, meticulously analyzing trends and user feedback to provide informed recommendations for continuous process improvement. An exemplary instance was her recent implementation for a large-scale client facing significant delays in first response times and SLA noncompliance for over 5000 daily service cases. Collaborating closely, Saiteja identified process gaps, defined requirements, and led key stakeholders in architecting solutions. Managing a team of engineers, she developed a Salesforce application autonomously routing cases to the most qualified agent based on their skill set. The impact of this implementation was substantial, achieving an 80% success rate in meeting SLAs for the first response and reducing the average ticket response time from 2 hours to 30 minutes. This not only enhanced agent productivity but also showcased her ability to influence organizational change. Saiteja was honored with the International Achievers' Award, 2023-24, by the Indian Achievers Forum, a renowned organization celebrated for acknowledging excellence for more than two decades, in acknowledgment of her remarkable professional accomplishments and contributions to nation-building. Active in prestigious technology organizations like the Institute of Electrical and Electronics Engineers (IEEE) and the British Computing Society (BCS), Saiteja mentors professionals in the science and technology domain. Recognized as an industry expert, Saiteja has consistently been selected as a judge for the Globee and Stevie Technology Awards in 2022 and 2023. In this role, she evaluated entries across various categories, such as the Globee Awards for Information Technology and Stevie Awards for Entrepreneurship and Thought Leadership, significantly contributing to recognizing noteworthy contributions within the tech industry.