KALIYANGARA JIBIN BOSSIE
AI Customer Service Specialist
Hyderabad
Summary
Innovative and detail-oriented AI Customer Service Specialist with extensive experience in developing, maintaining, and improving autonomous support platforms using advanced technologies such as GPT-4 Vision and Amazon Code Whisperer. Skilled in troubleshooting, updating tools based on user feedback, and enhancing the performance of AI solutions across different infrastructures, notably AWS. Committed to boosting service quality and client satisfaction by effectively integrating and supporting cutting-edge AI technologies.
Overview
8
8
years of professional experience
5
5
Languages
Work History
AI Customer Service Specialist
Broadridge Financial Solutions (India)
Hyderabad
10.2021 - 12.2023
- Create and enhance autonomous support platforms utilizing Large Language Models (LLMs)
- Troubleshoot, maintain and update tools based on user feedback and support tickets
- Test and integrate state-of-the-art AI technologies such as GPT-4 Vision and Amazon CodeWhisperer
- Provide support and guidance to internal teams on utilizing these technologies within their workflows
- Improve support for both internal and external clients, significantly boosting company's innovation capacity and service quality
- Ensure support is available for end-users experiencing issues, maintaining high service quality and satisfaction
- Streamlined documentation process, resulting in 30% reduction in time-to-publish for new and updated content
- Evaluate and enhance performance and integration of AI solutions across different infrastructures, notably AWS
- Optimized workflow, minimized manual labor, and ensured precise document change detection, thereby enhancing team efficiency and bolstering quality control measures
- Accountable for overseeing global operating model and service delivery of Offshore (US) Transfer Agency operations located in India
- Proposed and executed Adobe Acrobat Compare Tool to streamline and accelerate comparison and review of PDF documents.
Quality Specialist
Amazon Development Center Pvt. Ltd
06.2019 - 07.2021
- Compiled SOP manual for NMH pilot process
- Trained and mentored for NMH process
- Engaged in collaborative efforts with engineering and tool teams, as well as multiple process teams, to refine and optimize workflows
- Track and analyze content performance metrics against customer goals to provide insightful reports
- Aggregate raw data from various private partners and initiate Mail Analysis process
- Review reports provided by subject matter experts (SMEs) of respective groups, analyze data, generate comprehensive reports, and distribute them back to relevant teams
- Compile quality reports on associates and disseminate them to higher management for process enhancement purposes
- Lead development, management, and enforcement of policies and procedures for spatial data collection within comprehensive corporate spatial database.
Senior Process Executive
Cognizant Technology Solutions India Pvt. Ltd.
06.2017 - 11.2018
- Effectively managing numerous intricate tasks independently, often with minimal supervision.
- Collaborate closely with engineering team and key business users to create top-tier product documentation.
- Analyze business processes, process narratives, and system configurations to distill simplest set of instructions required to complete specific tasks.
- Offered comprehensive support in various facets of daily operations, ensuring smooth and efficient functioning across all areas of responsibility.
- Report documents are created to showcase fault/good in given data, when clients are satisfied, we will infuse data into internal Apple tool- fusion X, for production purpose.
Analyst
Intelenet Global Services
08.2015 - 05.2017
- Member of Quality Check team overseeing building processes, including Meta Quality Check, Special Ops for buildings, crowd computing, landmarks, and Beegees processes.
- Member of training team and process updates instructor. Worked on updating latest updates and scenarios in SOPs of different countries for mapping manuals.
- Contributed to policy recommendations for mapping, while also identifying and reporting bugs to leads and policy team and raised inquiries with leads regarding any policy discrepancies.
- Participated in understanding functionality requirements and application workflows, while also contributing to Tool testing team by identifying and addressing bugs.
Education
Bachelor of Science - Electrical And Electronics Engineering
Adams Engineering College
Khammam, India 04.2001 -
Skills
Experience with LLMs
Project management & Teamwork
Ability to Integrate and evaluate state-of-the-art AI solutions
Troubleshooting & Problem-solving skills
Excellent communication & client support abilities
Proficiency in AI and Machine Learning technologies
Additional Information
Effectively managing numerous intricate tasks independently, often with minimal supervision, Collaborate closely with the engineering team and key business users to create top-tier product documentation, Analyze business processes, process narratives, and system configurations to distill the simplest set of instructions required to complete specific tasks, Offered comprehensive support in various facets of daily operations, ensuring smooth and efficient functioning across all areas of responsibility, Report documents are created to showcase the fault/good in the given data, when the clients are satisfied, we will infuse the data into internal Apple tool- fusion X, for production purpose.
Hobbies
Dancing, Singing, Acting, Playing Cricket
Timeline
AI Customer Service Specialist
Broadridge Financial Solutions (India)
10.2021 - 12.2023
Quality Specialist
Amazon Development Center Pvt. Ltd
06.2019 - 07.2021
Senior Process Executive
Cognizant Technology Solutions India Pvt. Ltd.
06.2017 - 11.2018
Analyst
Intelenet Global Services
08.2015 - 05.2017
Bachelor of Science - Electrical And Electronics Engineering
Adams Engineering College
04.2001 -
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