Dec 2023 – Aug 2024 · 8 mos

• Conversational AI VoiceBot: Led end-to-end discovery, development, and implementation of GPT powered voicebot for key use cases for an electronics retail brand, enabling multilingual and multi-channel 24/7 self-service assistance
• Devised India’s first ever GPT-powered voicebot to handle out-of-context queries with free-flow conversations answering warranty claim-related queries replicating agents' way of answering similar queries
• Reduced agent attrition by 55% through the voicebot key use cases, effectively covering 85% of the call volume over the bot.
• Bot end-to-end resolution: ~45% | Repeat callers reduction: ~25% with CSAT of 4.65

Jul 2021 – Nov 2023 · 2 yrs 4 mos

• Smart Responses: Successfully strategized and executed the development roadmap for an Agent Assist AI feature, resulting in a significant reduction in Average Handling Time and streamlined agent efficiency.
• Optimized AI models, leveraging GPT 4 and brand-specific playbooks, ensuring structured and goal-oriented replies
• Devised an Automated feedback incorporation mechanism to update suggestions based on their past edits proactively
• Introduced 5 AI model post-processors for the personalization of smart AI responses to preserve a unified brand voice

Mar 2021 – May 2021 · 2 mos

Jun 2020 – Sep 2020 · 3 mos

May 2019 – Jul 2019 · 2 mos

• Analyzed the marketing trends in healthcare sector; Established relations & interaction with over 100+ customers
• Strategized the business model for working of the conversion team of 6 people to extract out maximum revenue
• Scrutinized the flaws in the current system; Designed a better approach for customer satisfaction and resource allocation
• Observed product consumer relationship; Reviewed effects of digitization on 40+ doctors; Examined scope for betterment

Apr 2019 – Sep 2020 · 1 yr 5 mos · New Delhi Area, India

• Introduced 3 new competitive events, Les Duels, Professional Writing Workshop and Script Writing Competition
• Rendezvous 2019: Managed execution of 4 Club Events with the participation of 1500+ students from 75+ colleges
• Led the 60+ club contingent to the college festivals of IIT BHU and St. Xavier's College, Jaipur, securing 1st position
• Commenced New Social Media Initiatives like Reminiscence & Off The Script leading 5-fold increment in outreach

Apr 2018 – Apr 2019 · 1 yr · New Delhi Area, India

• Led the hostel team of 35 students to win Best Stage Play trophy in Inter-hostel Stage Play Competition among 13 hostels
• Administered a budget of INR 50000 to manage 4+ events throughout the year and refurbished dramatics inventory

Jan 2019 – Oct 2019 · 9 mos

• Trained a group of 16 volunteers for managing Helpline system of the organization to mitigate blood requirement in Delhi
• Organized blood donation camps throughout Delhi; Maintained a datasheet of the activities performed by the volunteer

Mar 2018 – Jan 2019 · 10 mos