Jun 2023 – Present · 2 yrs 11 mos · Cardiff, Wales, United Kingdom · On-site

• Resolve technical problems related to products or services, ensuring customer satisfaction.
• Offer friendly and patient support to customers, ensuring they feel valued and understood.
• Adhere to established customer service standards and quality assurance guidelines.
• Analyze customer problems and find innovative solutions.
• Work closely with cross-functional teams, including sales, product development, and technical support, to provide a seamless customer experience.
• Meet and exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

Aug 2022 – Dec 2022 · 4 mos · Bangladesh

• Spearheaded implementation of "BRTC Workshop Management System" across six workshops in Bangladesh, optimizing workflows with data-driven methodologies.
• Transformed a team, increasing velocity from 15 to 20 story points using statistical analysis, fostering a data-centric approach to project management.
• Engineered an NLP pipeline for sentiment analysis in an e-commerce app, leveraging advanced analytics for actionable insights from user comments.
• Orchestrated automated releases on Google Play Store, addressing cybersecurity threats with data-driven security measures.
• Advanced Attendance System Automation (Android App), optimizing tracking and system performance with statistical modeling.
• Oversaw change requests for effective Project Change Control, utilizing data analytics to assess impacts on timelines and resources.
• Collaborated with stakeholders to align data-driven insights with business objectives for solution enhancement.
• Revamped risk assessment process, employing data science methodologies and introducing predictive modeling for proactive risk management.

Sep 2021 – Jul 2022 · 10 mos · Dhaka, Bangladesh

• Orchestrated the management of the sManager service vertical, overseeing top-up, digital payment, and e-commerce solutions, resulting in a notable 218.33% growth in the second quarter for the top-up service.
• Analyzed and translated business requirements into actionable insights, collaborating closely with stakeholders, thereby contributing to data-driven decision-making processes.
• Spearheaded strategic initiatives, leading to a significant 218.33% growth in the second quarter for the top-up service, demonstrating a keen ability to align business objectives with data-driven solutions.
• Engineered an Apache Spark-based data pipeline deployed using Kubernetes, optimizing for batch and stream processing, resulting in a 30% latency reduction and a 20% increase in throughput and used Grafana for model monitoring
• Developed a sophisticated customer-centric data dashboard using Metabase, MySQL and Excel resulting in a commendable 25% reduction in detractors and an enhanced overall customer experience.
• Engineered and implemented an NLP-driven sentiment score calculator, harnessing the capabilities of Large Language Models (LLM) and utilizing TensorFlow and Hugging Face for heightened performance enhancements.
• Pioneered the implementation of a "Shift Left" CI/CD process in development, significantly improving bug detection rates and elevating overall code quality.
• Successfully launched the country's inaugural automated merchant PRA account opening with E-KYC verification, integrating cutting-edge machine learning techniques for heightened efficiency.

Aug 2020 – Sep 2021 · 1 yr 1 mo · Kolkata, West Bengal, India

• Developed daily Key Performance Indicator (KPI) reports and dynamic business dashboards using RShiny and Python, enabling sophisticated data visualization and analysis to drive data-centric decision-making processes.
• Leveraged Apache Airflow for workflow management and scheduling, integrating Python frameworks such as Bonobo to organize and optimize the ETL process, enhancing efficiency in data warehouse dataset transfers.
• Engineered and deployed a TensorFlow RNN-based multi-class classification model, empowering the edtech marketing team to devise strategic campaigns and achieving a noteworthy 30% increase in market traction.
• Designed and implemented an MLOps pipeline utilizing Jenkins and Docker, automating code deployment processes and optimizing the CI/CD workflow, leading to a 50% reduction in deployment time and a 10% increase in deployment frequency.
• Constructed a target market selection model by applying machine learning techniques to analyze behavioral and demographic data, leading to a significant 42% enhancement in the user visit to student enrollment ratio.

Feb 2020 – Jul 2020 · 5 mos · House 87-89, Road 4, Block B, Niketan, 1212 Dhaka, Bangladesh

• Conducted research and created user personas for B2C and B2B projects.
• Designed user interfaces and interactions.
• Conducted user interviews and created design documents.
• Maintained communication between multiple stakeholders from different domains.
• Developed product strategies and user-focused designs and prototypes.