AI lead for Proximus, leading a team of +20 AI engineers

As a data scientist at Proximus, I am working on projects for the customer operations team that can be tackled with data science. Moreover I am advising the business on the data – driven roadmap, data – related projects with external partners, decisions related to choice of technology and other data – related strategic decisions. Projects include:1. Customer operations interventions: - Solution prediction: Using data on a customer’s technical situation, creating an analytical model that is able to predict what will be the most suitable solution to his technical problems (Python & Spark). - Process improvement: Analyzing which interventions are dealt with in an inefficient way and providing ways of improving their efficiency.2. Capacity planning: using time series forecasting algorithms to explain and predict the required personnel capacity, both for field interventions by field technicians as well as call center capacity planning (Python).

As a Management Trainee at Proximus I worked on several projects in three different departments (Customer and Market Insights, Data warehouse, Customer Operations), changing jobs every 10 months in 2 years. This allowed me to have a broad view on the company and the opportunity to work on a wide range of challenges that have been tackled with data science:- Building a tool to help prioritize fiber rollout planning by identifying geographical zones with a high ‘Fiber appetite’, using a clustering algorithm. Tool used by the business to determine allocation of +20M in Fiber budget. (R programming, R Shiny)- Understanding and predicting technical failures in the fixed-line network in order to improve internet customer satisfaction, using classification algorithms (Python & Spark).- Reducing the number of calls to call centers by providing quick and useful insights for support teams into data generated by customer calls, using an anomaly detection algorithm to identify problems with services and networks (R programming & R Shiny).- Improving mobile network coverage by providing performance metrics to network maintenance teams, leading to significant cost reductions. (Python & Spark).- …