About
Computer Science Engineer applying NLP/GenAI analytics to improve real-world customer support systems. At Thrillophilia, auditing a GenAI chatbot and complex ticketing/CRM distribution by mining conversations and metadata, translating failure patterns into measurable fixes and operational experiments. Strong Python + SQL foundation with hands-on ML projects and a production-grade API automation system.
Skills & Expertise (27)
Work Experience
Team Lead - Tech Support — GenAI Chatbot & CRM/Ticketing Audit
Thrillophilia
Jan 2025 - Present
Implement analytics-driven quality improvements for a GenAI customer-support bot (scripted flows on ChatGPT-style prompts), focusing on correctness, escalation quality, and resolution consistency. Built an issue taxonomy from chat transcripts + conversation metadata (handoffs, fallbacks, repeat-contact signals) to identify root causes: intent gaps, prompt failure modes, and routing defects. Implemented systematic fixes across bot scripts and ticket distribution logic (categorization, assignment rules, escalation stages), treating changes as an engineering backlog with clear acceptance criteria. Defined monitoring signals for support automation (fallback rate, misroute clusters, avoidable escalations) to prioritize iterations and prevent regressions. Communicate findings with non-technical stakeholders using precise definitions, examples, and measurable outcomes to drive adoption and execution.
Team Lead — Ops (Revenue + Process Engineering)
Thrillophilia
Jan 2025 - Jan 2025
Redesigned allocation rules and exception handling for high-volume promotions to reduce escalations and improve throughput; treated workflow as a queueing + prioritization problem. Coordinated cross-functional execution under constraints (vendors/SLAs), strengthening incident response, stakeholder management, and decision-making under ambiguity.
Co-Founder (Ops + Automation)
Erata Decor
Jan 2023 - Jan 2023
Built a profitable venture (11L+ revenue, 31% gross margin) by pairing market discovery with process automation and tight operational controls.
Education
B.Tech, Computer Science & Engineering - The LNM Institute of Information Technology
- 2024 · Afghanistan
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