Summary
Overview
Work History
Education
Skills
Personal Project
Timeline
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Abdul Ahad Khan

Bengaluru

Summary

Research Analyst with 7+ years of experience driving data-led decision-making and process optimization across technology and service environments. Proven track record of leading cross-functional teams, designing and automating performance dashboards (including cloud reporting and workload calculators), and implementing quality-assurance frameworks to boost efficiency by up to 40%. Adept at SQL and database management, advanced Excel reporting, and leveraging prompt engineering and AI-driven automation to deliver actionable insights and streamline operations.

Overview

8
8
years of professional experience

Work History

Sub-Lead

Turing USA
Bangalore
04.2022 - Current
  • Implemented RAG and SFT pipelines for Meta, crafting precise on-topic responses and providing corrective feedback when the model failed.
  • Conducted QA for NVIDIA’s AI training data: evaluated agent-generated prompts and ideal responses, then delivered actionable feedback to improve output quality.
  • Analyzed dual-model outputs (Model A vs. Model B) in Meta’s DPO project, benchmarked response quality, justified the superior model, and documented rationale.
  • Designed and executed VQA [Visual Question Answers] stress tests for Amazon, developing single-hop and multi-hop queries to expose model failures and authoring guideline-compliant ideal responses.
  • Conducted in-depth analysis of performance data to identify trends, patterns, and areas of improvement.
  • Implemented the Cloud Report, facilitating easy tracking of team efforts and metrics without the need for additional dashboards.
  • Worked on the implementation of a Quality Assurance process, improving profile editing quality.
  • Contributed to benchmarking developer compensation in India, providing valuable data for decision-making.
  • Proposed and executed projects for personalized resume creation and a feedback system for the PW team.
  • Developed a comprehensive quality audit process and workspace management tools.
  • Maintained and analyzed data using tables and pivot tables, enhancing data interpretation and reporting processes.
  • Edited 2000+ DDPs for Enterprise and FSS clients, resulting in improved quality and customer satisfaction.
  • Increased the Available Supply/Self-Serve pool by 1500+ developers since joining in April, contributing to the selection of 100+ developers.

Senior Customer Service Representative

Teleperformance Global Services Pvt Ltd - Cogent E Service
Bengaluru
05.2018 - 04.2022
  • Managed intake processes for Refund and Payment inquiries and coordinated specialist escalations.
  • Developed, managed, and administered service management best practices.
  • Monitored SLA performance for compliance with organizational needs and requirements.
  • Facilitated communication between the L3 departments to define and maintain the SLAs required for each business unit.
  • Communicated best practices to team members, continuously helping to optimize standard operating procedures for responses to different concerns.
  • Restored customer satisfaction and loyalty with serious concerns by using expert communication skills and smoothly resolving various problems.
  • Took on challenging calls from less experienced customer service team members.
  • Guided customers through advanced concerns and reduced future call burden on first-call resolutions.
  • Supported strategies to continuously improve customer service by documenting inquiry resolutions in the case management system.
  • Taught customer service team members how to work on specific cases and resolved team queries.
  • Handled escalated customer issues on behalf of customer service team members.
  • Enhanced individual abilities by monitoring calls to assess call control and solution effectiveness.
  • Improved team performance with effective training, mentoring, and performance improvement strategies.
  • Awarded for achieving the highest CSAT with 92% and 95% for 2 quarters in 2019.
  • Identified and addressed a loophole in the Fintech Team process for refund delays, resulting in significant process improvements and reduced resolution time.

Store Manager

Exflair Trade Pvt Ltd
Bengaluru
09.2017 - 05.2018
  • Addressed and resolved escalated customer complaints and worked to restore satisfaction.
  • Collaborated with vendors to address delivery and production issues, ensuring consistent quality products for customers.
  • Implemented new procedures targeting underreporting areas and systematic weaknesses, enhancing operational efficiency.
  • Supervised inventory audits, financial reconciliations, and sales reporting.
  • Established a strong reputation by promptly addressing customer concerns and actively participating in charitable initiatives within the community.
  • Successfully balanced tills during closing time and made daily bank deposits.

Education

B.Com - Minor in Finance

Government First Grade Collage
Bengaluru
01.2017

Skills

  • Data analysis
  • Model evaluation
  • Performance Benchmarking
  • Cloud reporting
  • Project management
  • Google Suite
  • Microsoft Excel
  • Data Interpretation
  • Reports Creation & Automation
  • Automation Tools
  • Process Documentation
  • AI Training
  • Data Management
  • Automation with AI
  • Database Management
  • SQL
  • Prompt Engineering
  • Excel

Personal Project

  • Inventory Management App: Designed and implemented a full-featured solution with role-based login (including Google sign-up), comprehensive sales and returns tracking, profit and sales dashboards, and accounting and expense management; built on a Firebase backend with Google Cloud infrastructure and fine-grained access control. [Web App link : https://studioinvomaster-febky.us-central1.hosted.app]
  • Inventory Management App V2 [Work in progress]: Enhanced with AI-driven sales and inventory analysis and an anomaly detection module to automatically flag irregular patterns and support proactive decision-making.]

Timeline

Sub-Lead

Turing USA
04.2022 - Current

Senior Customer Service Representative

Teleperformance Global Services Pvt Ltd - Cogent E Service
05.2018 - 04.2022

Store Manager

Exflair Trade Pvt Ltd
09.2017 - 05.2018

B.Com - Minor in Finance

Government First Grade Collage

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