Experience

2019 — Now

San Jose, California

Leading the revamp of intent prediction for Customer Servicing from rule-based to a predictive-model based strategy across PayPal Assistant and Help Center

Implemented AI/ML solutions to drive impact across Customer Service, Compliance, Collections, Disputes and Employee Productivity

Drove research on Agentic AI workflows for Disputes, open-source Speech-to-Text models and analytical tracks to identify insights from IVR contacts

GrouponTechnical Product Manager

2018 — 2019

Palo Alto, CA

Launched company's first "Operational Gross Profit" metric

Reporting and Analytics support for Investor Relations

Various clientsConsultant

2013 — 2018

United States

Implemented financial metrics, business and IT controls for SOX-compliance

Hewlett Packard EnterpriseBusiness Operations Analyst

2012 — 2012

Bengaluru, Karnataka, India

Reporting and Analytics support

CognizantProgramming Analyst

2010 — 2010

Chennai, Tamil Nadu, India

QA Support for banking clients

Education

Indian Institute of Technology, Madras

Master of Business Administration (M.B.A.)

Anna University Chennai

Experience

Education

Master of Business Administration (M.B.A.)

Bachelor’s Degree