Elevated remote complaint resolution in the EMEA and Greater Asia & India HP markets by an impressive 42%, employing Natural Language Processing (NLP) and a Bi-directional Encoder Representations from Transformers (BERT) model-based approach. The integration of Large Language Models (LLM) into the customer complaint resolution workflow proved instrumental in eliminating unnecessary engineer visits or parts consumption, addressing gaps in information or domain knowledge among call center agents
Tech Stack: Python, SQL, Vertica DB, MySQL DB, AWS Redshift DB, Large Language Models (LLM), PowerBI, Microsoft Azure, MLOps, MlFlow, Flask API, PySpark
Implemented an advanced text preprocessing and translation pipeline inspired by encoding-decoding techniques, enhancing the summarization, filtering, and management of non-English case notes. The new technique demonstrated remarkable efficiency, reducing 3rd party translation API service costs by 70%, ensuring reliability, and achieving lower latency
Utilized MlFlow on Microsoft Azure and finely-curated data from implemented pipeline to construct, train, and validate BERT base uncased and Distil-BERT base uncased models. Employed various text manipulation techniques, boosting accuracy from 78% to an impressive 84%
Continously worked on training different versions of BERT model with hyperparameter tuning and ensured smooth integration of code into main codebase. Closely worked with IT team and Data Scientists to deliver code changes to staging or pre-production environments, furthermore, carried out testing before deploying the solution into production
Retrained and served improved Distil-BERT model to replace an existing solution for India market as model drift was monitored and a decrease in accuracy was measured over the previous three months.
Spearheaded the expansion into the EMEA and Greater Asia & India markets, resulting in a monumental savings of $2.5 million in a single quarter. Recognized by the executive leadership team for the swift global market expansion
Devised an AI-driven fraud and compliance solution to identify illegitimate warranty claims, leveraging a dataset of 10+ million order details, including geography, product information, and timestamps. Specifically targeting fraud detection through rotating and sequentially editing serial numbers, the implementation is poised to deliver nearly $2 million in annual savings
Additional responsibilities encompass peer code reviews, managing customer and client requests, and disseminating knowledge within other analytics teams
Automated the monitoring and analysis of 5000+ call center agents and 150+ site performances by implementing Principal Component Analysis (PCA) and K-Means Clustering algorithms on multidimensional datasets containing features such as communication skill ratings, professionalism ratings, technical knowledge, Ease of Effort, etc. This led to the generation of accurate training and coaching insights
Tech Stack: Python, SQL, Pandas, Numpy, Scikit-learn, Matplotlib, Seaborn, Vertica DB, MySQL DB, PowerBI, Tableau, Flask API, Plotly, PyTorch, Tensorflow
Collaborated with Subject Matter Experts (SME) worldwide on 100K+ survey cases and massive operational datasets for analysis. Provided holistic insights by evaluating not only survey metrics but also operational metrics such as Turn Around Time (TAT), Re-Repair, resulting in a 20% increase in net promoter score and savings of $500K in operational costs over three quarters
Offered stakeholders, business team members, and site managers real-time insights through a PowerBI dashboard and Flask API for automated email notifications. Additionally, presented a white paper on this innovative data science strategy at the Global Data Science Knowledge Discovery Platform 2021
Established an early warning device failure detection tool to accurately forecast potential breakdowns in devices for 500+ global clients. Monitored features such as page print count, intervention count, age, and usage for Random Forest and Decision Trees models. Pioneered the implementation of the tool across 24 sectors and 1.2 million devices, generating $450K in annual savings
Material Kit Preparation: Orchestrated the preparation and design of an ergonomic material kit for the assembly line. Devised and implemented a meticulous kit dispatch schedule to optimize Work in Progress (WIP) on the shop floor, ensuring efficiency in production processes
Tech Stack: Microsoft Excel, Microsoft Powerpoint, AUTOCAD, TinkerCAD
Chemical Abnormality Reduction: Conducted a thorough investigation into the consumption of chemicals on the assembly lines. Devised and implemented an advanced Excel tracker, strategically installed on the shop floor, to enhance visibility into inventory volume and daily chemical consumption. Analyzed critical factors such as chemical lead time, lag time, and Turn Around Time (TAT) to optimize the availability of chemicals in inventory, mitigating excess storage, expiry risks, and minimizing non-consumption
Universal Fixture for RF Coils: Devised a universal test fixture for four Radio Frequency (RF) coils by studying and testing transmitter and receiver locations and functionality. This initiative aimed to reduce the number of testing coils on the assembly line
Selected as one of only four on-campus interns for GE Healthcare's prestigious Operations Management Leadership Program (OMLP)
Interned at the manufacturing plant of MEAI, conducting in-depth analysis and acquiring hands-on experience in the design of Printed Circuit Boards (PCBs), manufacturing and installation of Alternators, and the design of Electronic Power Steering (EPS) motors
Interned at ABB India Limited, gaining hands-on experience on the shop floor in the manufacturing of 3-phase induction motors. Observed and learned installation techniques for rotor, end-to-end assembly, testing, painting, labeling, and packaging of motors in various sizes