Jun 2023 – Jul 2023 · 1 mo · United States · Remote

Jun 2022 – Jun 2023 · 1 yr · Bengaluru, Karnataka, India · On-site

• Automated Merchant interactions, resulting in a reduction of -25pp in Turnaround Time (TAT), by implementing automated processes, updated information was promptly delivered to merchants while saving approximately ~2 crores per month in manual handling costs
• Significantly increased portal automation from 79% to 94%, by leveraging automation technologies and optimizing workflows, the portal became highly efficient, allowing for smoother and faster interactions with merchants
• Analyzed Voice of Merchant (VoM)/(CTAM) and BOT Delight Score datasets to gain valuable insights into merchant issues and led the development of new automated flows that addressed and resolved these issues effectively, resulting in a noteworthy improvement in Merchant Satisfaction (MSAT) score, increasing it from 40% to 55%
• Implemented measures to eliminate multiple infrastructure failures, resulting in an enhanced merchant experience, by implementing API retries and BOT sanitization techniques, the rate of infra failures was significantly reduced from 10% to 2%, ensured a more reliable and stable system for merchants
• Collaborated with Engineering teams to develop graph-based Interactive Voice Response (IVR) configurations for internal tools, successfully automating 30% of voice contacts, reducing manual intervention and enabling faster and more efficient support for merchants
• Tech Stack - SQL, Freshworks Ecosystem(Freshbot and Freshdesk Analytics), Qlik View, Apache Zeppelin

Jul 2021 – Aug 2021 · 1 mo · Andhra Pradesh, India

• Led and managed a team of 6 individuals, collaborating on creating innovative data visualizations using d3.js for client companies
• Engaged in extensive discussions with management and development teams to prioritize project requirements, resolve conflicts, establish content criteria, and make informed decisions regarding solution selection, ensured alignment with stakeholders’ goals, and facilitated smooth project execution.
• Tech Stack - JavaScript, React, Bootstrap, CSS, HTML, d3.js