Feb 2024 – Aug 2024 · 6 mos · Bengaluru, Karnataka, India · On-site

Sep 2023 – Feb 2024 · 5 mos · Bengaluru, Karnataka, India · On-site

• Architected the Claims Reduction Product Roadmap and led a 15+ member team to launch products that triangulate and action on supply-chain abuses, leading to improvement in Seller NPS and reach the moonshot target of reducing Claim Rate by 50% by quarter end
• ● Introduced GPT4-based Image Comparison and Product Development at vulnerable logistic touchpoints to detect product thefts/packet swaps
• ● Deployed the Claim Protection Plan (CPP), a monetisation product that aids sellers hedge risk against wrong returns via a premium fee
• ● Documented 15+ PRDs and managed ~20 3rd Party Logistics stakeholders to migrate from operations to product-led quality checks
• Strategic Impact: Claim Reduction increased seller trust and paved way for highASP products on the platform leading to increase in user AOV

May 2023 – Aug 2023 · 3 mos · Bengaluru, Karnataka, India · On-site

• Led 10+ members across Operations, Design and AI to increase user retention by 4% and NMV by 5% via improved post order user experience
• ● Saved CPDO and ~1.5 mins in support TAT/session via development, training and deployment of a GPT4-based GenAI chatbot
• ● Improved chat adoption (12% to 60%) with 90% retention via user pain-point analysis and product features to enhance first resolution
• ● Increased 21% CSAT by shipping In-App ticketing, increasing user visibility and interaction on support escalations

Sep 2022 – Mar 2023 · 6 mos · Gurugram, Haryana, India

Mar 2021 – Mar 2022 · 1 yr

• ● Executing business-critical changes for EMEA clients on Cisco's Unified Contact Center (UCCE) and Unified Call Manager (CUCM) Technologies.
• ● Product Owner for Cisco's Roster Management System - led a team of 10+ engineers to centralize and automate the employee management and roster methods for offices in India, USA and Poland.

Jul 2019 – Mar 2021 · 1 yr 8 mos

• ● Develop Applications using React.js and Python for the Roster Management System – an in-house initiative to efficiently roster Cisco employees globally.
• ● Collaboration Engineer for the Voice Engineering team, handling Unified Communications and Cisco Contact Center technologies.
• ● Automate voice network and develop applications for improving efficacy in processing for customer deliverables.
• ● Perform changes related to Cisco Unified Call Manager, Cisco Unified Presence Server, Cisco Unified Unity Connection ,Cisco Jabber version, UCS 220 and above, ESXi 5.5 and above, Cisco IP phones, Cisco IP Communicator, Voice Gateways.

Jan 2019 – Jun 2019 · 5 mos

• ● Voice Network Automation Projects for the Collaboration Engineering Team
• ● Work on Cisco Session Management Edition and design voice network topology
• ● Install, Manage and Upgrade Cisco Unified Communications Manager for Cisco Clients
• ● Work on IM&P Servers and Cisco Unity Connection
• ● Know about the Cisco Data Center Framework and applications in Collaboration

May 2018 – Jun 2018 · 1 mo · Jamshedpur, Jharkhand, India

• ● Design the Webpage UI for TATA Main Hospital and implement UI improvements.
• ● Design the relational schema for the hospital's Database Management System and effectively normalize the database.

Dec 2017 – Dec 2017 · 0 mo

• ● Analysis of data using R programming language to chalk out correlations and apply regression models for predicting future outcomes.
• ● Case studies from Harvard Business School and a final project concerning the effect of social media advertising on the sales and scaling of a company, to learn the marketing applications of data analysis were the intrinsic bits of the internship.