Jan 2023 – Jul 2024 · 1 yr 6 mos · Noida, Uttar Pradesh, India · On-site

• ★ Spearheaded a RAG-based solution to streamline email and ticket query resolution, drastically reducing Total Turnaround Time (TAT) through optimized human involvement.
• ★ Implementing LLMOps pipeline to enhance experimentation tracking and automate feedback loops, ensuring continuous optimization of processes.
• ★ Implemented a Smart Routing solution for payment transactions, processing millions in real-time and significantly enhancing payment success rates and routing cost. This solution features a static module and dynamic module for efficient routing.
• ★ Directed the development of profitability and loyalty segments for over 35 million bank customers, enabling precise targeting of marketing campaigns to optimize spending and drive revenue growth.
• ★ Achieved an 18% enhancement in customer experience by personalizing deposit amounts and automating minimum balance thresholds, effectively reducing manual friction and improving user satisfaction.
• ★ Implemented wallet propensity models to inform business strategies for customer retention and high-value customer nurturing, facilitating sustainable growth and maximizing lifetime customer value.
• ★ Developed robust account takeover/fraud detection models for app login security and third-party transactions, safeguarding customer accounts and upholding platform integrity.

Dec 2021 – Jan 2023 · 1 yr 1 mo · Gurugram, Haryana, India

• Customer Service Operations and Quality Assessment of Agents with GenAI
• ★ Conducted comprehensive analysis of email and call center operations, identifying issues such as high pendency and inefficient communication.
• ★ Developed tailored Business SOPs for various query types and implemented an RAG solution leveraging SOPs and databases for efficient query resolution.
• ★ Integrated Speech-to-Text APIs and ChatGPT capabilities to enhance communication and problem-solving efficiency.
• Revenue Growth and Behavior Insights: Innovations in Revenue Management
• ★ Achieved a remarkable 70% reduction in revenue leakage through an AI-based strategy, driving substantial revenue growth.
• ★ Spearheaded development of a cutting-edge methodology leveraging digital footprints to accurately identify behavior anomalies, enhancing predictive capabilities and reducing revenue loss.

Aug 2021 – Dec 2021 · 4 mos

• ★ Spearheaded the development of a revolutionary software tool tailored for the construction industry, driving enhanced insights, productivity, and collaborative workflows.
• ★ Engineered an advanced text classification system leveraging transformer embeddings, optimizing document management processes while implementing NLP, MLOps/CI/CD pipelines, and rigorous unit testing to ensure seamless project delivery and communication.

Jun 2020 – Oct 2021 · 1 yr 4 mos

• Customer Experience Analyzer for top retail banks in the UK
• ★ Leveraged Google NLP APIs and GPT-3 beta to develop a cutting-edge customer experience analyzer for top retail banks in the UK, aggregating and analyzing customer feedback from various platforms.
• ★ Defined product specifications and customer journey parameters, designing context-aware prompts with few-shot examples to enhance user engagement and comprehension.
• ★ Developed a Power BI dashboard to provide comprehensive insights into the landscape of bank customer journeys and products, facilitating data-driven decision-making and strategic planning.
• AI for BI
• ★ Led the implementation of an AI-powered Business Intelligence project, enabling CXOs to effortlessly address general inquiries and perform thorough market research.
• ★ Leveraging both internal and external data sources, the initiative delivered insights into the company's performance and competitor landscape.

Mar 2019 – Jun 2020 · 1 yr 3 mos

• ★ Spearheaded the development of the Early Warning Opportunity Signals (EWOS) Index, leveraging 250+ signals from diverse structured and unstructured data sources. This initiative markedly enhanced risk assessment, resulting in the recovery of $12 million by accurately identifying high-risk businesses.
• ★ Led the Customer 360 signals engine project, which effectively harnesses online and offline data to generate targeted offers across various industries, integrating insights from third-party data sources to optimize customer engagement strategies.
• ★ Innovated a graph-based entity resolution framework to seamlessly identify the same user across multiple platforms and sites such as apps, websites, news platforms, and locations, enhancing data consistency and enabling more personalized customer interactions.

Mar 2018 – Mar 2019 · 1 yr · Gurugram, Haryana, India

• ★ Developed and enhanced credit risk models using credit bureau and client data for a "Buy Now Pay Later" service, significantly improving risk management and increasing profits by $200k through an innovative customer approval strategy.
• ★ Led a project on ATM cash forecasting for a leading financial institution in India, employing machine learning techniques to predict daily cash needs and optimize replenishment schedules, achieving monthly savings of INR 2 crores.
• ★ Designed and implemented a target-based incentive policy for a small finance bank, significantly boosting collections and enhancing team performance through strategic motivation and reward mechanisms.

Mar 2017 – Mar 2018 · 1 yr · Gurugram, Haryana, India

• ★ Successfully implemented NLP and machine learning techniques at a law firm to automate the categorization of service notes into UTBMS codes, significantly enhancing electronic invoicing and streamlining billing processes.
• ★ Assisted in the development and implementation of modules and code for big data analytics, machine learning, and deep learning training at a multinational corporation, enhancing data processing capabilities and supporting advanced training initiatives.

May 2014 – Jul 2014 · 2 mos · Gurgaon, India