I am a Data Scientist with over 3 years of experience in analytics and machine learning, specializing in delivering data-driven solutions in the banking and AI domains. I have a proven ability to turn complex data into actionable insights using Python, SQL, and BI tools, which has led to a 25% improvement in service metrics and an 18% revenue growth through cross-selling. My educational background includes a Master of Business Administration from CV Raman University and a Bachelor of Business Management from Baldwin’s Women Methodist College. I am skilled in various programming languages and tools, including Python, SQL, and Tableau, and I have a strong foundation in machine learning techniques. I thrive in collaborative environments and have a track record of leading teams to achieve significant improvements in service quality and customer satisfaction. I am passionate about leveraging data to drive business decisions and enhance customer experiences.
Led a team of 5 analysts to improve service quality metrics using Excel and SQL dashboards, reducing escalation rate by 25%. Developed predictive models in Python to analyze customer behaviour and increase cross-sell by 18%. Created Excel-based reports and performance trackers to support senior management decisions. Collaborated with cross-functional teams to streamline operational workflows, achieving a 15% reduction in processing time.
Analysed chatbot interactions for 3+ major credit union clients, enhancing automation logic and increasing bot accuracy by 20%. Optimized customer journeys and identified UX gaps, reducing drop-off rates by 17% in conversational channels. Refined and tested over 500+ chatbot flows for compliance and communication quality. Supported model evaluation using real-time data and delivered insights that improved customer satisfaction metrics by 12%. Worked closely with product and engineering teams to implement scalable NLP-based solutions.
Bachelor of Business Management
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