Akash Sinha Email & Phone Number

Bengaluru, Ka, In

Spearheading the implementation of multiple GenAI solutions for customer online experience, including:- Creating a platform that makes all components of GenAI drag-and-drop and customisable, empowering multiple product teams to execute different use cases seamlessly.- Envisioning and executing customer-centric IR, Hybrid RAG, NLP modules, different chunking strategies, metrics, and delivering outcomes.- Leveraging Customer Journey and multidimensional data with LLM and AI Models for best in class online support experience- Development and deployment of GenAI Solutions for interactive user experiences.- Designing use cases for Customers and Support Agents, providing comprehensive journey summaries.- Defining the GenAI strategy for Dell.com's self-service customer experience:- Designing the architecture, leveraging a range of technologies including LLM, RAG, Multimodal Intelligence, Multidimensional Context Stores, prompt optimization tool, Vector databases, and Chunking Optimization tool.- Pioneering an enterprise-grade central GenAI system, emphasising adaptability for new interlocks and LLM plugins, utilizing context store and LLM caching for robust analytics and business feedback and control

Orchestrated online customer return, exchange, and credit tracking capabilities, transforming the digital customer experience.Leveraged Multidimensional data product - Carepulse - to identify gaps, reducing customer agent effort for return label creation by 98% in cases of interlock failure, optimizing operational efficiency. [Patented Framework]- Enabling Returns for commercial customer, providing seamless bulk product returns with an aim of minimizing call volumes, and enhancing self-serve capabilities for commercial users.

- An Initiative to leverage technical skills to digitally transform Society- Responsible for the robust Strategy planning, interaction and engaging with the senior leadership team., employee engagement, fundraising internally and implementing of the projects. - End to End program Management- Launched 7 Strategic events on technical skill volunteering which resulted into 9000+ hours of technical utilization for the betterment of the society- Transformed 22 Tech CSR Projects into Product Team Structure and 45+ NGO Collaboration- Collaborated with Global Giving to run Indian Government Entrepreneurship Programs for youth under Atal Tinkering Labs

Led innovation initiatives as an Innovation Product Manager at Dell Online Support, focusing on transforming product strategies to elevate self-service capabilities for customers and streamline engineering development processes.Spearheaded the creation and deployment of pioneering products, including:- Carepulse - proactive issue identification system utilizing multidimensional data for enhanced problem resolution enabling a proactive reduction of 34k Support calls/Qtr and increase in Customer Online Satisfaction score.- ISCA - Development of a DevOps platform aimed at minimizing infrastructure vulnerabilities and reducing developers effort by 10k hours in the enterprise ecosystem.Drove initiatives to simplify customer interactions on Dell's online platform (www.dell.com/support) through impactful self-service capabilities, conducting comprehensive research on customer journey and lifecycle for optimized user experiences.Successfully productized three enterprise solutions, resulting in a substantial ROI by significantly reducing operational costs and elevating customer satisfaction metrics.Unified the customer experience for the Virtual Assistant, strategically engaging customers contextually to reduce deflection rates to live agents, resulting in improved efficiency.Established collaborative partnerships with key business stakeholders, exploring new growth avenues beyond product innovation.Fostered cross-product team engagement, enhancing existing applications spanning sales, order management, and CRM, resulting in an elevated overall customer satisfaction index.

-Responsible of development of Integration services on middleware technologies for the Dell Digital Assisted Support - Knowledge Management and troubleshooting-Production Services with Gitlab CI/CD, Enterprise Redis, RabbitMQ, Gitlab Config Server for the middleware Springboot services-Development of oAuth 2.0 mechanism and postgres intergration on heroku-Product taxonomy Updation track with Esupport Product Catalogue as Upstream and Lightning Knowledge as Downstream Facts and Figures --8 Cloud native solutions delivered

Bengaluru Area, India

-Responsible of development of Integration services on middleware technologies for the Dell Digital Assisted Support (CRM)-Middleware service development and deployment on PCF (Tanzu)Platform-Sole developer of Offline Transfer Manager - A Backup tool for all the service agents when Lightning is down/unavailable across globe-Sole developer of ESB Release Manager - A Cloud Application which tracks all the middleware services release status-Have hands on experience in Gitlab CI/CD, Enterprise Redis, RabbitMQ, Gitlab Config Server for the middleware Springboot services-Responsible for product taxonomy Updation track with Esupport Product Catalogue as Upstream and Lightning Knowledge as DownstreamFacts and Figures --8 Cloud native solutions delivered-6000+ Voice Agents Onboarded-Monitoring dashboard for 150+ middleware services-Stable Cloud portal with ability to withstand more than 15k hits/min

Bengaluru Area, India

-Part of Data Migration and Data Integration Team in SFDC Lightning [CRM] Domain-Won the Dorm-room Hackathon with a project on Blockchain Inventory Management System-Developed a dashboard application to monitor and predict service reliability of API used in ESB layer and SOA architecture-Developed a dashboard application to monitor the servers and services across the organization used in CRM workflow-Was part of development team of a Braille Converter portal which is a Tech CSR project of Dell Technologies. The portal converts multi language text or pdf to braille ready format with preserved layout.

Bhubaneshwar Area, India

Patna, Bihar, India

-Responsible for development of the software of the Chemical Analyzer Project at NIT Patna.About the Chemical Analyzer Project -The purpose of the project is analyzing the chemical composition of a liquid and itscharacteristics. It uses ADC Converters to analyze the composition using liquids propertieslike conductivity and impedance by passing electric current of varying potential and current amperes.The GUI is built on JAVA Platform with incorporation with LiveGraph (currently underdevelopment) using swing libraries.It uses Python as its back-end which serially reads the data and converts data size from 64 bit to 8 bitchunks for processing.

New Delhi Area, India

-project on web development using Angular JS and Bootstrap to create a dynamic webpage withvideo and audio supprt.-Entwined into marketing and publicity strategies for Planin.XYZ

Patna, Bihar, India

-Responsible for collaborations with organizations-Responsible of Executing and monitoring event strategiesAbout SehShakti :SehShakti, a private organization, established itself for the welfare of the society, and mankind at large. Engaged in a number of social welfare activities like child welfare, health, education and women empowerment, SehShakti has rigorously aimed at implementing effective and innovative solutions to improve quality of life of the not-so-privileged communities.The organization organizes many events and courses for the betterment of these communities aiming at the Children and Women of the society.

Delhi

-part of the team who led the development for a passenger safety device.About Passenger Safety DeviceThe device is used to monitor the motion of the car along with the information of the driver and the passenger updated on full stacked web portal. The GPS and GSM modules update the server with the location and other relevant information via internet or SMS service. The device had a panic button that when pressed in distress sent a message and updates the server about the car. The server then issues an alert message to the nearest PCR for immediate action. The camera in the car starts to record the incident.Hands-on Experience :-Interfacing Two Raspberry Pi via radio transmitter -Circuitry design -Database management -Interfaced Raspberry Pi with SIM 5320 and GPS module -PHP/JAVA integration with RDBMS-Interfacing USB webcam with Raspberry Pi -Interfacing Sim 900 Module with raspberry Pi -PPP mode connection handling and AT commands -Circuitry of tamper-proof buzzer circuit and Two Way Battery Circuit -Working with MQTT server -Circuitry of Tamper-proof Panic Button and Battery Charger Circuit

Pune Area, India

-Responsible for establishing business relationships between multiple companies and colleges for research opportunities. -Propose innovative solutions of the current problem statements and scenario based on client's product portfolio.

Bachelor Of Technology (B.Tech.), Information Technology, E

Activities and Societies: Tech, Hostel Welfare, Alumni

+2, Cbse Curr., O

Activities and Societies: Literary, Council, Sports, Arts etc