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Kailash Swami

Ops & AI Leader | CX Transformation | CRM Architect

Navi Mumbai, India | kailashjd9@gmail.com | +91 79778 74463

Professional Summary

Results-oriented operations leader specializing in Customer Experience (CX) transformation, CRM integrations, and serverless workflow automation. Built systems deflecting 35%+ of IVR ticket volume and sync leads in under 3 seconds using n8n, API gateways, and custom voice interfaces.

Work Experience

Lead, Customer Lifecycle & Marketing Operations — Quick Heal Nov 2025 – Present

Led CX campaigns across WhatsApp, Email, App, and Web. Managed CRM sync automation.

Head of Customer Service — Parag Milk Foods Dec 2024 – Nov 2025

Directed customer operations support team, optimized tickets queue times.

Contact Center Operations Manager — L&T Finance Sep 2022 – Dec 2024

Managed vendor ops, CRM architectures, and RBI compliance for 130+ CSEs across 11 LOBs.

Education

MBA in Finance & Management — Suresh Gyan Vihar University (2023)

BBA — Mumbai University

Blogs & Insights Directory

Address: C:\var\www\kaylas\posts

Double-click files to open:

📄 2026-06-15-n8n-omnichannel-router.txt

📄 2026-06-14-ai-ivr-deflection-bot.txt

📄 2026-06-13-whatsapp-salesforce-lead-sync.txt

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Open Source Repositories

All shared code and n8n templates are listed here:

📁 ai-ivr-deflection-bot

Twilio Voice Media Stream handler and Vapi AI custom tool integration backend.

View folder on GitHub →

📁 n8n-omnichannel-router

Centralized customer communication routing workflow for Zendesk and Twilio.

View folder on GitHub →

📁 whatsapp-salesforce-lead-sync

Real-time WhatsApp Webhook handler to Salesforce CRM lead creation workflow.

View folder on GitHub →

Admin Console.exe

🖥️ Terminal

👽 Antigravity Chat

⚙️ n8n Flow Control

Hello Kailash! I am Antigravity. Select a model and start a conversation:

Trigger Automated n8n Workflows:

INTEGRATION FLOW SIMULATOR (n8n Active Pipeline)

🔌 Webhook
Twilio/WhatsApp

🧠 Gemini AI
Intent Analysis

💼 Salesforce
Lead Sync

💬 WhatsApp Msg
Confirmation

System online... Select a flow to launch.

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