Structured evaluation of 30 support bot conversations measuring containment, escalation rate, intent accuracy, and CSAT correlation, LLM-assisted qualitative coding, edge cases, and recommendations.
Personal portfolio showcasing my work in Product Operations, CX Analytics, and GenAI automation — focused on systems thinking, measurable impact, and real-world scale.
Notes for introductory course in ML, part of the first Zahoree Sessions online event, 2021.
Excel-based retail analytics case study connecting Customer Experience (27K+ transactions), Employee Experience (80 locations), and Market Benchmarking (9 competitors) — answering 6 strategic business questions on retention, staff impact, and competitive positioning.
In this project, we delve into the realm of Customer Experience (CX) analytics, focusing specifically on the inbound calling team of a company named ABC, operating in the insurance sector.
AI-powered support ticket analysis lab using CrewAI, OpenAI, Gemini and Groq for CX insights, triage and reporting.
Insurance CX Weekly Reporting Automation-NLP topic modeling, hybrid sentiment analysis, and AI-generated weekly reports for 4 Korean insurers (MetLife, Samsung Life, Hanwha Life, Kyobo Life)
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