Jul 2024 – Jul 2025 · 1 yr · Bengaluru, Karnataka, India · Hybrid

• Performed A/B experiments to evaluate chatbot and knowledge base enhancements, leading to a 10% boost in customer satisfaction and 25% drop in support escalations within the Caesars Sportsbook Gaming platform.
• Leveraged Sql, Looker, and Tableau to analyze agent performance data and uncover inefficiencies, driving a 15% improvement in service quality and response times across gaming support operations.
• Built a predictive model on support conversation data to classify product category, sub-category, and root cause with 81% accuracy, enabling automation insights and improved case routing.
• Built and optimized chatbot workflows that automated responses to gaming-related queries, deflecting over 50% of tickets and reducing operational costs by 30%.
• Analyzed large-scale gaming data using SQL, Google Analytics, and Amplitude to identify and resolve key app performance issues, achieving a 20% reduction in crashes.
• Conducted RCA on a sudden spike in customer queries, identifying 5 key bottlenecks that led to targeted product improvements, streamlining workflows and enhancing efficiency.
• Collaborated with cross-functional teams (engineering, design, operations) to define problem statements, gather requirements, and drive product enhancements impacting 1M+ users for Caesars Sportsbook.

Jul 2023 – Jul 2024 · 1 yr · Gurugram, Haryana, India · Hybrid

• Conducted A/B testing and user journey analysis, leading to a 26% increase in user adoption by identifying key trends,
• patterns, and user behaviors that informed product development decision.
• Utilised data analytics and statistical methods to develop predictive models, resulting in a +45% increase in feature
• adoption and a 15% improvement in overall product adoption and customer retention.
• Created and maintained comprehensive dashboards using Power BI, establishing and monitoring KPIs that led to a 50%
• decrease in at-risk Clients and provided clear insights into product performance.
• Partnered with cross-functional teams to define problems, gather requirements, and deliver product enhancements for
• 700+ Fortune 1000 customers on the Sprinklr platform.
• Developed and presented data-driven reports and presentations to stakeholders, demonstrating how product
• improvements positively impacted the bottom line and contributing to 3 significant product updates in the roadmap.

Mar 2022 – May 2022 · 2 mos · Delhi, India

• Spearheaded an extensive freight analysis at JK Paper, leveraging Excel, SQL, and Python to analyze pan-India spend. Extracted valuable insights, identifying inefficiencies, and contributing to a notable 16% reduction in freight spend.
• Defined critical metrics and KPIs to optimize freight management decision-making, resulting in enhanced operational efficiency and strategic effectiveness.
• Extracted valuable insights, identifying inefficiencies, benefiting business by notable 16% reduction in freight spend.