May 2023 – Aug 2024 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Quit this job for starting up.
• Optimized and automated the account deletion process, cutting down manual tickets by a whopping 90%. Agents are now freed up for newer tasks, probably enjoying more coffee breaks!
• Worked closely with the data science team for AI enhancements for our customer support chatbot, improving interaction and response accuracy.
• Rolled out observability dashboards and alert systems, keeping app’s performance in check.
• Data Pipeline Management: Managed third-party data pipelines to sharpen our analytics.
• Took under my wing a few junior developers, helping them grow from awesome to great.
• Crafted a multilingual AI-powered voice assistant for the app, helping users navigate in multiple languages which won a company-wide hackathon.

Apr 2022 – Apr 2023 · 1 yr · Bengaluru, Karnataka, India

• As a foundational member of the CX backend engineering team and a contributor to the Growth team, I led the design and implementation of critical user and operations-facing tools.
• Key projects:
• Developed the Help and Support section of the app, integrating a user-specific chatbot and a ticketing creation and management system.
• Created an agent management portal for efficient leaves, language, and team handling of support agents
• Automated the first responses for our ticketing systems, broadening its scope to cover a multitude of user issues. It’s gotten so good that almost every ticket’s response is automated.
• Designed and led the implementation of a KYC deduplication platform for the Acquisition and Activation team, which was a key service in reducing fraud across various products.
• Runner-up in internal Capture the Flag competition.

Jul 2021 – Mar 2022 · 8 mos · Bengaluru, Karnataka, India · On-site

• a leading seed funded e-commerce startup in KSA region
• Founding backend engineer in social commerce and merchandising team.

Apr 2020 – Jul 2020 · 3 mos · Bengaluru, Karnataka