Apr 2022 – Apr 2023 · 1 yr

• Solely owned the end-to-end design & implementation of the solutions that significantly reduced customer query to resolution (Q2R) time from 94 hours to 68 hours.
• Spearheaded the design and implementation of an in-house ticketing system, resulting in a substantial monthly cost reduction of 15L while streamlining the process for enhanced efficiency and customer satisfaction.
• Contributed in building internal bots for automatically resolving customer queries, resulting in resolution of 53% of customer queries through bots, also leading to a reduction in manpower costs by 83%

Jul 2020 – Mar 2022 · 1 yr 8 mos

• Solely owned the end-to-end design & implementation of the solutions that significantly reduced customer query to resolution (Q2R) time from 400+ hours to 94 hours.
• Spearheaded the design and implementation of end-to-end solutions to improve customer satisfaction and reduce repeat customer support contacts by 40%, resulting in a remarkable 20% increase in positive customer feedback.

Jan 2020 – Jun 2020 · 5 mos

• Pioneered the implementation of the first version of a chat bot, leading to a significant 30% reduction in customer query resolution time through the bot, resulting in enhanced overall customer experience.
• Optimized customer chat allocation to support executives, leading to a significant reduction of 180 seconds in average handling time (AHT) for each chat session, resulting in enhanced overall efficiency and customer satisfaction.

May 2019 – Aug 2019 · 3 mos

• Worked on improving Amahi Android app:
• Implemented Light theme and Google’s Material design guidelines.
• Added data persistence on screen orientations.
• Implemented Friending feature for user connections and content sharing.