Selected Work
Selected Projects & Case Studies
Customer Experience • SLA Analytics • AI Evaluation • Operational Intelligence
Corporate NPS Program
Recurring NPS program management, customer feedback analysis and executive-level insight sharing to identify experience gaps and improvement areas.
Business Impact
CX insight generation
SLA Pareto Analytics Framework
Analysis framework focused on long-running tickets, waiting statuses, MB + ITC impact and operational bottlenecks affecting service performance.
Business Impact
Bottleneck detection
AI First Update Quality Assessment
AI-supported evaluation model for first customer updates, checking diagnosis, action clarity and roadmap quality in support ticket communication.
Business Impact
Quality scoring model
Operational Intelligence Dashboards
Power BI and reporting dashboards designed to improve visibility of service quality, operational workload, SLA performance and customer-impacting issues.
Business Impact
Executive visibility