May 2025 – Nov 2025 · 6 mos · Gurugram · On-site

• Lead and manage a team of more than 15 research associates in AI training projects, overseeing prompt writing, annotation, labeling, and Chain of Thought (CoT) generation to improve large language model (LLM) reasoning and performance.
• Own end-to-end deliverables for multiple client-facing AI initiatives, ensuring tasks are completed on time, with high quality, and aligned with project-specific guidelines and best practices.
• Establish and monitor team KPIs, track progress, and conduct daily stand-ups with clients to ensure alignment, transparency, and timely issue resolution.
• Conduct regular quality audits, error reproduction, and performance reviews to maintain high standards, reduce error rates, and improve overall process efficiency.
• Train, mentor, and guide junior team members on best practices, workflows, and AI prompt engineering, fostering a culture of accountability and continuous improvement.
• Identify process gaps and potential risks, recommending and implementing solutions to enhance end-to-end workflows.
• Learn and adapt to new AI software and tools on the job, bridging human intuition with machine learning to enhance AI model reliability, accuracy, and ethical performance.

Feb 2022 – Oct 2024 · 2 yrs 8 mos

• Collaborated on Google Knowledge Engine (KE) Services to design, configure, and launch structured search features, ensuring product scalability and high-quality user experiences across global markets.
• Conducted end-to-end research and scope assessment for new KE features, generating product ideas, defining requirements, and preparing proposal/requirement documents for leadership and stakeholders.
• Partnered with cross-functional teams engineering, research, quality, and localization to deliver vertical launches under tight deadlines with 100% approval and compliance to Google’s launch standards.
• Utilized A/B testing, qualitative and quantitative analysis to optimize KE features, driving improvements in data quality, user experience, and adoption across multiple countries and query types.
• Provided QA support, troubleshooting, and feature validation using Google’s proprietary toolsets, reducing escalations and accelerating engineering release cycles.
• Tracked product performance by analyzing trends, forecasts, and feedback, contributing to continuous improvement in KE services and expanding usage to wider user bases.
• Supported vertical maintenance and loss resolution, ensuring long-term sustainability of KE features and minimizing downtime or data integrity risks.
• Contributed to operational excellence by streamlining workflows, monitoring team deliverables, and ensuring seamless collaboration across remote and onsite teams.

Oct 2019 – Feb 2022 · 2 yrs 4 mos

• Audited 500+ hotel price feeds per day across Google Search & Maps, ensuring price accuracy and improving end-user trust and transparency.
• Identified and flagged policy violations (hidden charges, incorrect taxes, misleading terms), collaborating with Google’s product and legal teams to enforce compliance.
• Managed partner properties by suspending (blacklisting) or reinstating (whitelisting) offenders, safeguarding Google’s Price Accuracy (PA) policy.
• Reviewed price violation and re-evaluation requests, reducing repeated partner errors and strengthening customer confidence.
• Contributed to onboarding of Tier-1 global partners (OTAs, CRS, Channel Managers), supporting expansion across APAC, EMEA, NA, and AMS regions.
• Conducted quality analysis and gap checks, improving UI/UX experience by 20% for end users.
• Ensured a 99% accuracy benchmark through systematic audits and compliance checks, maintaining SLA standards.
• Partnered with cross-functional teams (product, legal, compliance) to resolve escalations and deliver a seamless end-user experience.

Aug 2017 – Jan 2018 · 5 mos · Noida, Uttar Pradesh, India · On-site

• Delivered high-quality support for Amazon’s North America retail customers, consistently achieving 95%+ customer satisfaction scores across calls and chat.
• Handled 400+ queries in a week during peak holiday season with efficiency, ensuring timely resolution and seamless customer experience.
• Collaborated with internal technical and grievance teams to triage and escalate complex issues, improving resolution turnaround.
• Leveraged Amazon’s in-house CRM to manage customer databases and track history, ensuring accurate and personalized responses.
• Produced weekly performance reports (AHT, customer rating, follow-ups) for SMEs and team leads, driving data-backed process improvements.