•Reduced CTU (cx contacts) by 109 bps for payments by refining the SOP for CS agents and ensuring adherence• Reduced the agent wrong tagging which improved the payments response rate by 95 bps & Q2R by 65 bps• Conducted surveys and performed AB testing to understand why CSAT was low for Flipkart chatbot – this triggered a UI experience revamp and modification of the question asked driving a 50 bps CSAT improvement• Spearheading channel shaping (self-serve, chatbot) roadmap for Flipkart & Shopsy in collaboration with the product team and owning key customer experience/Revenue metrics – Resolution Rate, Transfer Rate, CSAT• Perform hygiene checks (RCA) on a daily basis to identify tech issues and reduce the agent leakages from chatbot

•Transform conversations and feedback into pragmatic insights•Demonstrate advanced insights and understandings of customer's business/industry •Prepare and execute customer success plans to drive onboarding, adoption, value realization and retention•Collaborate cross-functionally with sales, product, tech and marketing requirements.•Improvisation of the tools and products

• Responsible for management and delivery of lab kits to the drug investigation sites in APAC, EMEA and Americas• Leading the supply and demand planning in the Inventory Management and the Clinical Data Management• Execute daily Sales Order Management activities to maximize service level, cycle time, & on time performance• Furnish tracking numbers of all the new, processed, released and unreleased orders to ensure record integrity• Advocating end-to-end delivery of quality data to the researchers and understanding of Good Clinical Practices• Responsible for handling essential document review and serves as an escalation point for unresolved data issues• Identified inconsistencies in readability of a patient data. Researched, developed, coordinated with the Sponsors and Project Manager and implemented a solution to decrease the uninterpretable data from 7% to 1.5%

• Devised a thesaurus related to Food Technology: A curated database which contains complex scientific food, beverage and food contact material information with innovative approach to searching and mining the data• Functioned on Data Analytics and Machine Learning: Reduced 25% of the man power, by designing protocols and automating a tool which initially required man power in tagging subject related terms from the research articles• Researched and coordinated with one of the top Publishers, on building a biomedical ontology reflecting the content of the biomedical journals which was used for the tagging the content of all the journals’ articles with this ontology• Performed Sentiment Analysis: Conducted a survey for L’Oreal, where the insights of public opinions and nuances in the market research for all the brands of skin cleansers were analyzed, to understand where L’Oreal stands • Augmented the quality: Planned & revitalized quality of the data in turn outpacing productivity of the tool by 40%• Charted a biological database: Fostering knowledge discovery from published literature and faster clustering of the scholarly articles based on the name and the scope of journals related to life science from various websites• Facilitated both pre and post coordination in remodeling and refining the existing tools related to life science • Expertise in domain ontology scoping, building and transformation intended to complement text mining solutions• Fabricated training materials and advised, inspected, reviewed and mentored interns on the on-going projects• Orchestrated and documented project work plans and timelines, coordinated and executed projects with other team members, given presentations to the clients and the team on the upcoming and on-going projects

• Formulated a thesaurus on the Author Disambiguation which consisted of all the information related to authors• Bookmarked and manually indexed the texts for better understanding of the literatures using Bluebeam Revu tool• Assessed Nucleotide Sequences: Troubleshooting of the tagged & labeled DNA, Protein & Amino acid sequences