Nov 2024 – Mar 2025 · 4 mos

• Part of the Flights Ancillary Supplier Integration team, focused on scaling ancillary offerings to enhance customer comfort with a wide range of add-ons while driving revenue growth

Mar 2022 – Oct 2024 · 2 yrs 7 mos

• Part of Flights and helped improve traveler experience by:
• ● Leading the integration with Basket Service, enabling Connected-Trip Experience and pioneering the sale of Flights + Insurance, boosting Booking.com's revenue.
• ● Migrating legacy order management operations to workflow orchestrator significantly enhancing booking lifecycle management, increasing the gross bookings, per day

Nov 2019 – Dec 2021 · 2 yrs 1 mo · Bangalore Urban, Karnataka, India

• Worked with the Customer-Experience tech team at Flipkart. Managed various channels
• used for communication with customers.
• Owned Services:
• ● Workflow orchestrator for all the calls scheduled for customers with agents or bots, customer incident resolution by agents
• ● IVR and voice bot applications
• Visible Changes Worked Upon:
• ● Callback to the customer from the same agent in case call drops in between resulting in 68.95% of CDWT calls being finished immediately reducing time to resolve customer issues
• ● Custom slot pick and modify scheduled call for return troubleshoot to help ease the return approval process for customers and increase the connect rate
• ● Relationship manager for the customer to assist in the complete incident journey
• Tech Initiatives:
• ● Re-architecture and implementation of workflow application to cater high scalability requirements using Uber Cadence workflow and Cassandra DB
• ● Scaling up the application to handle the load during festive sales by introducing: sharding on DB, optimizing DB query patterns, caching configs
• ● Assisting on-boarding Myntra to Flipkart's CMB infra
• ● Migration of applications to k8s from VM
• Extra Curriculars:
• Mentor at Girls Wanna Code, Flipkart
• ● Online Mentor and instructor to 4 students (3 got PPO at Flipkart and all got multiple offers)

Jul 2018 – Oct 2019 · 1 yr 3 mos · bangalore

• Part of innovation labs in Airline Customer Unit and worked on modernizing the Customer support management by:
• ● Building conversation AI Amanda for airline clients using IBM Watson
• ● Created an application to automate manual processes involved during resolving requests raised by airline customers using NLU techniques helping automate resolving ~8k tickets per month

Jan 2018 – Jun 2018 · 5 mos · bangalore

• A first industrial experience where in I got an opportunity to work on an exciting project in Machine Learning and Natural Language Processing using Python and MongoDB following Agile practices.
• The project involved activities to build a tool that can analyze the past incidents raised by clients and extract useful information from them like incident description, resolution, etc and provide services to consume this information to help ease incident resolution process in future.