Oct 2025 – Present · 8 mos

Oct 2021 – Present · 4 yrs 8 mos

• Managed the full product lifecycle for AI-driven chatbots, reducing agent fallback rates by 35% and enhancing customer experience (CX) across use cases such as customer support, tech support, and delivery services.
• Conducted API testing for chatbot integrations with WeChat and LINE across Chinese and Japanese markets, ensuring seamless multilingual support.
• Designed and implemented sentiment analysis AI models for over 100+ clients, improving accuracy, scalability, and CSAT scores across diverse global industries.
• Collaborated closely with cross-functional teams, including data science, engineering, and support, to drive feature adoption, design usage metrics, create macro-level visualizations, and track client-facing performance metrics. Defined root cause analyses (RCAs) for performance issues.
• Developed LLM-powered models for context-based sentiment predictions, achieving an 85% accuracy benchmarkin English and advancing toward multi-language scalability.
• Delivered enhanced sentiment insights, enabling clients to improve brand engagement strategies and optimize customer satisfaction.
• Onboarded and consulted with 60+ clients, providing comprehensive explanations of product benefits, use cases, and limitations, while fostering trust and driving adoption.
• Led a team of 6 associates/senior associates, effectively delegating tasks and ensuring successful product rollouts across diverse client portfolios

Mar 2021 – Oct 2021 · 7 mos

• Data analysis
• Data annotation
• Pattern recognition
• Ml model trainings
• Assisting product managers with product delivery and road maps
• Risk analysis of AI by feedback analysis

Jul 2019 – Mar 2021 · 1 yr 8 mos

• Data grouping
• Market research
• Pattern Recognition