Skills & Expertise (15)
Work Experience
Project Engineer
Wipro
05-2022 - Present
Developed and enhanced a performance analysis system focused on Call Analysis, Causal Analysis and Sentiment Analysis to improve service quality, agent efficiency and root cause identification. Designed and developed REST APIs using Spring Boot to support data ingestion, processing and retrieval. Conducted in-depth analysis to track incident prioritization (High, Medium and Low), trend analysis (Hourly, Daily, Weekly and Monthly) and key performance metrics (FCR, SLA and Sentiment score). Built modules to identify and rank top 10 causal factors and root causes affecting service delivery. Acted as an individual contributor in backend module development and supported integration with frontend dashboards for visual reporting.
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