Feb 2025 – May 2025 · 3 mos · Bengaluru, Karnataka, India · On-site

Jul 2023 – Feb 2025 · 1 yr 7 mos · Bengaluru, Karnataka, India

• Automation through IVR and chatbot to handle pre purchase and post purchase customer enquiries
• Streamlined SOPs and system integrations to eliminate redundancies and enhance service experience
• Designed emergency and roadside assistance process, system integrations and guidelines to ensure faster emergency assistance and proactive issue resolution

Feb 2022 – Aug 2023 · 1 yr 6 mos

• Geographic Expansion - Instrumental in successful launch of MPL Pro for US and Nigeria. Set up the teams from scratch for support operations and consumer research team. Achieved meeting the CS metrics CSAT >90%, NPS > 50 in the 1st Quarter of launch
• Net Promoter Score : Designed and launched Net Promoter Score for 2 businesses. Led in-depth inferences and actions on NPS analysis to influence key revenue and product decisions
• Voice of Customer : Conducted multiple telephonic and focus group discussion with gamers across the industry on new product launch features to gauge user reaction and proposed key insights for product enhancement for card games, casual games & fantasy cricket

Nov 2020 – Feb 2022 · 1 yr 3 mos

Jul 2019 – Aug 2020 · 1 yr 1 mo · Bengaluru Area, India

Apr 2018 – May 2018 · 1 mo · Gurgaon, Haryana, India

• 1. Study of emerging Energy storage Technologies such as Li-ion, flow batteries, flywheel, super capacitors etc for Indian Market.
• 2. Developed the cost model for storage battery using Excel, SPSS and R
• 3. Analyzed Techno-commercial feasibility for different application specific projects and Developed model for future cost projection for Li-ion battery
• 4. Performed ROI and Breakeven analysis for using LI-ion and VRF batteries for application specific mid and large scale solar and wind projects

Mar 2017 – May 2017 · 2 mos · Mumbai Area, India

• Role: Project Management
• Managing end to end in-house projects for setting up infrastructure requirements and commissioning of new systems (Electrical operations). Successfully executed multiple turnaround projects by leading the team of contractors and BPCL technicians.The key responsibilities included
• 1. Project Planning and Scheduling
• 2. Contract finalization
• 3. Procurement and Inventory Management
• 4. Vendor and Contract management
• 5. Project Execution and commissioning

Jun 2014 – May 2017 · 2 yrs 11 mos · Mumbai Area, India

Apr 2014 – Jun 2014 · 2 mos · Kolkata, West Bengal, India

• The internship project was sponsored by the Indian Academy of Sciences- Summer Research Fellowship Program
• Worked under Prof. Bidyut Baran Chaudhuri in Computer Vision and Pattern Recognition Unit
• Developed new algorithm for segmentation of handwritten text and word segmentation for English and Bengali language using MATLAB