Sep 2020 – Jun 2022 · 1 yr 9 mos

• Promoted to lead Enterprise Data and Decision Platforms at American Express, overseeing a diverse team of product professionals.
• Spearheaded the development of real-time streaming and processing platforms to enhance customer insights.
• Established frameworks for experimentation and model evaluation, boosting trust in machine learning products.
• Led the execution of real-time intelligence systems with strict governance and auditability standards.

Jan 2020 – Sep 2020 · 8 mos

• Promoted to lead the team to set up a strategy and drive several AI and Machine Learning programs; Programs include -
• Predictive Engine model to predict customer’s next action,
• Real-time monitoring of customer’s call and voice responses,
• Natural language processing to automate customer complaints search,
• Elastic Search and topic detection to improve response time and customer experience, to name a few.

Oct 2015 – Jan 2020 · 4 yrs 3 mos

• Lead a highly innovative team of data scientists, data engineers, software engineers, and project managers to strategically capitalize the rich data eco-system and leverage machine learning technologies to better serve the Customer.
• Manage the full range of project management activities - approve project plans, prioritize activities, manage engagements, assign resources, plan budget, manage expectations and align stakeholders

Jun 2012 – Oct 2015 · 3 yrs 4 mos

• Established Delivery & Operation Setup for Latin America Business Portfolio from scratch to $40 million in the tenure of 3 years. Managed and mentored a team of service delivery, including project managers, content managers and operation engineers.
• Set up the Global Project Management Office (onshore and off-shore) for the organization.
• Key member of the team responsible for retaining the service contract with one the biggest clients by renewing the contract for the second successive term.
• Orchestrated a multifaceted Ring Back tone deployment project in VIVO Brazil, the biggest project by volume and revenue for OnMobile, by successfully implementing project of budget over $ 4M on time.
• Revamped Futbol services in 14 Countries in Latin America for Telefonica Operator.

May 2007 – Jun 2012 · 5 yrs 1 mo

Nov 2005 – May 2007 · 1 yr 6 mos · Montreal, Quebec, Canada

• Appointed in Canada to handle special projects, upon successful acquisition of Teleglobe Network operations.
• Identified Projects based on Root Cause Analysis, obtain approvals, managed full implementation from inception to go live.
• Monitored and analyzed performance matrix for team and projects.
• Produced project performance reports & presentation for the stakeholders and management.

Jun 2004 – Nov 2005 · 1 yr 5 mos · Mumbai Area, India

• Developed end-to-end service delivery as per the customer order and reliance network feasibility.
• Ensured the project implementation of broadband services for corporate customers - reviewing plans by collaborating with project managers to achieve the planned implementation and targeted revenue.
• Prepared MIS, Various gap analysis and action implementation to reduce the gap.