Aug 2022 – Oct 2024 · 2 yrs 2 mos · Bengaluru, Karnataka, India · On-site

• Designed and implemented Call triage service by collaborating with User Risk , User Onboarding team and an external vendor, automating support call responses for incoming with high risk score and from unserviceable pincodes, bringing in cost savings and improving agent bandwidth utilization.
• Designed and implemented a Call IVR based Auth system, letting users complete customer authentication before even getting connected to an agent, reducing the AHT (Average Handling Time) of all product categories by 17%.
• Migrated the entire backend comms platform from CockroachDB to Postgres with minimal downtime, leading to cost saving and increased developer productivity.
• Refactored Appeasement payout service, along with the extension of Fi Coins as a payout method, prevented multiple RBI Ombudsman level escalations, which led to improvement of CSAT (Customer Satisfaction Score).
• Spearheaded the development of Feedback Engine platform, taking the service from design to development to adoption across the organization, collaboration across teams like Android, iOS and Web, collecting feedback from 250,000+ distinct actors over 400,000+ feedback attempts. The service had
• integrations various offerings like Credit Cards, US Stocks, Investments, Net Worth, Salary Program etc.
• Utilized Elasticsearch for developing an in house search system for various SOPs (Standard operating procedures), optimizing agent efficiency and improving handling of various customer issues.
• Utilized a temporal workflow for developing ticket stage wise communication service, leading to reduction of RR (Repeat Rate) across all product categories by 10%.
• Added dynamic cool-offs to App rating nudge system, which helped in sustaining the Google Play Store app rating at 4.4+/5 from October 2022 to Jan 2024.
• Extended the log suppression system with support for multiple gRPC status codes, contributing to reduction of the logs emitted by CX server by 30%, leading to cost savings.

Jan 2022 – Jun 2022 · 5 mos · Bangalore Urban, Karnataka, India

May 2021 – Jun 2021 · 1 mo · Bangalore Urban, Karnataka, India

Jan 2021 – Apr 2021 · 3 mos · Remote

• Participated in Crio Winter of Doing (https://www.crio.do/crio-winter-of-doing/)
• Was one of the top 190 participants that were selected for the final project from over 10k participants, after two elimination stages.
• Worked on the project "AWS Task Orchestration and Scheduler Library" (https://www.crio.do/crio-winter-of-doing/aws) with my allotted team member, Mehul Thakral (https://www.linkedin.com/in/mehul-thakral/)
• Got a chance to interact and weekly demo the project to wonderful mentors like :
• Aditya Kamat (https://www.linkedin.com/in/kamat96/)
• Shashank Mishra (https://www.linkedin.com/in/shashank219/)
• Hardika Ohri (https://www.linkedin.com/in/hardika-ohri/)
• Presented final demo in front of :
• Suman Debnath (https://www.linkedin.com/in/suman-d/)
• Rohini Gaonkar (https://www.linkedin.com/in/rohinigaonkar/)
• Got the experience of working as part of a team and achieving project deadlines and requirements as per the specifications.

Sep 2020 – Nov 2020 · 2 mos · Remote

• Superbolter.com is a consumer facing multi sided online 3D platform that makes decorating and renovating a room fun and easy.
• Realized the importance of design before implementation of an idea.
• Got exposure to web development libraries like React and NodeJS, also used Unity WebGL

Oct 2019 – Apr 2021 · 1 yr 6 mos · Tamil Nadu, India

Jul 2018 – Aug 2019 · 1 yr 1 mo · Greater Chennai Area