Effectively managed high-volume incoming calls daily, ensuring accurate information delivery on menu items, specials, and delivery options while actively engaging with customer feedback to enhance service quality, achieving a 90% success rate in resolving inquiries and issues, leading to a 15% increase in customer satisfaction scores, implementing successful upselling techniques contributing to a 15% growth in sales revenue, and developing a training program reducing call handling time by 20% and leveraging CRM software to increase upsell opportunities by 10%, all aimed at optimizing operational efficiency and customer engagement.

Led initiatives to develop a Trade Inquiry Chatbot on Symphony using Java SpringBoot, automated loan claim transactions with a ReactJS portal, managed a team to create a Python-based document data extraction service for automating transactions, and trained Python spaCy natural language models to achieve 75% accuracy in separating document types and extracting over 40 crucial data points, significantly reducing manual inquiries by 40% and achieving a 60% automation rate.I developed a Java-based document digitization application with microservices, integrated Kafka for scalable inter-microservice communication, and delivered 20 production releases, ensuring seamless updates and collaborating closely with teams and clients. Additionally, I engineered an NLP service in Java SpringBoot with Apache OpenNLP, designed user-friendly UIs with ReactJS and Redux, integrated Tesseract OCR into Python services for enhanced text extraction, and pioneered multi-lingual OCR integration, expanding system capabilities and user accessibility.

Transformed traditional books to digital content using OCR, analyzed and made key decisions to reduce costs for an in-house e-Book reader, developed a Python utility for OCR to convert images to readable text, conducted in-depth research using remote diagnostic tools to reduce customer inquiry resolution time by 20%, implemented a tracking system for trend analysis to increase overall efficiency by 15%, and collaborated with cross-functional teams to develop process improvements, reducing downtime by 30% and boosting productivity by 25%.