Feb 2023 – Present · 3 yrs 4 mos

• 1. Developed a Gen AI-powered tool to automate Operational Excellence, streamlining customer issue resolution, providing actionable health insights across functional areas, and generating comprehensive Operational Excellence reports. The automated reports led to a 90% reduction in turnaround time and improved customer experience by 30%.
• 2. Incident Impact Analyser: Led the effort in sourcing precise platform data and contributed by implementing Principal Component Analysis (PCA) to reduce the dimensionality of the dataset. Leveraging the BERT model, achieved a baseline accuracy of 60%.
• 3. Key contributor to develop top-up, pause-unpause, downgrade blocker capabilities for easy onboarding of products which support consumption-based billing models.
• 4. Designed and lead a team to create a comprehensive dashboard that consolidates information for over 40 deployable services for PROD deployment activities. This innovation led to an 80% reduction in deployment time.
• 5. Developed a web application feature enabling customers to download invoices, reducing 100 bugs per month and enhancing the overall customer experience.

Aug 2021 – Jan 2023 · 1 yr 5 mos

• 1. Improved bug diagnosis and resolution in AMOLite, achieving operational excellence by decreasing weekly bug counts by over 99.76%, from 42,000 to fewer than 100 in just four months.
• 2. Led billing care initiatives and implemented tech mandates, improving accuracy by 25%, reducing processing time by 40 hours per month, and significantly enhancing operational efficiency.
• 3. Developed and contributed to the onboarding process for companies in the Mexico region, enabling efficient billing practices and ensuring compliance with government regulations by facilitating the stamping of invoices by the Mexican authorities.
• 4. Led the migration of archived India invoices from Box to Google Cloud Platform, enhancing storage and retrieval efficiency in compliance with a 7-year retention mandate.