About
Highly accomplished Software Developer with expertise in Java and Python, specializing in scalable backend development, API design, and AI-driven solutions for web platforms. Proven ability to build efficient, high-performance applications, optimize system performance, and deliver end-to-end features. Drives innovation by leveraging emerging AI technologies to create intelligent, impactful systems and enhance customer experiences.
Work
Licious
|SDE 1
Hyderabad, Telangana, India
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Summary
Developed and optimized an in-house ticketing and customer experience platform, driving operational efficiency and enhancing customer satisfaction through innovative software solutions.
Highlights
Engineered a custom ticketing system, integrating with Ameyo (calls) and email, to automate ticket creation, mapping, and resolution, significantly reducing manual effort and boosting processing efficiency.
Designed and implemented a Customer 360 platform, consolidating critical customer data (e.g., subscription status, order history, NPS) to provide actionable insights, enhancing customer engagement for support teams.
Developed and deployed an AI-powered auditing module for resolved tickets, enabling real-time audit queue management, scoring, and compliance tracking, which improved audit scalability and consistency across hybrid workflows.
Led the Service Recovery Initiative, defining escalation logic and implementing proactive recovery interventions (e.g., credits, loyalty benefits) with budget oversight, successfully reducing order issues and customer churn while improving CSAT.
Drove significant improvements in operational efficiency, notably reducing average ticket resolution time and enhancing customer satisfaction through robust agent tooling and continuous quality audit processes.
Education
Guru Nanak Institutions Technical Campus
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B.Tech.
Computer Science Engineering
Grade: 7.95/10 GPA
Languages
English
Telugu
Hindi
Skills
Programming Languages
Python, Java.
Frontend Technologies
HTML, CSS, JavaScript, Bootstrap.
Frameworks
React.js, Spring Boot.
Database Management
MySQL, SQL.
Development Tools & Methodologies
Git, GitHub, Bitbucket, Jira, Kafka, Redis, VS Code, IntelliJ, Agile, Postman, Jenkins, Grafana.
System Architecture & Development
Backend Development, API Design, Scalable System Architecture, System Optimization, Microservices.
AI & Machine Learning
AI-driven Solutions, AI-powered Auditing, Machine Learning Applications.
Customer Experience & Operations
Customer Experience Management, Operational Efficiency, CSAT Improvement, Process Automation, Data Analysis, Quality Assurance.