BOBY TIWARI SHUKLA

Project 1: GenAI-Enhanced Forecasting for Retail Capacity Planning

• Designed a predictive analytics solution using the GreyKite Silverkite algorithm on data sourced from Oracle RMS and RDX layers to forecast weekly order volumes by store and department.
• Integrated Generative AI (GenAI) summarization layers to convert technical forecasts into business-aligned insights for planning teams.
• Achieved forecasting accuracy within 2–5% MAPE, empowering operational stakeholders with data-driven capacity and workforce planning.

Project 2: AI-Powered Infrastructure Health & Observability Dashboard

• Collaborated with engineering teams to build a real-time infrastructure performance dashboard using Grafana, Prometheus, and Splunk, improving system reliability visibility.
• Enabled proactive alerting and root cause detection through AI-based correlation analysis and LLM-generated incident summaries, cutting manual troubleshooting by 30%.
• Integrated OpenTelemetry and Datadog for full-stack observability and reduced MTTR across cloud-hosted environments.

• Designed and refined real-time dashboards to monitor agent performance, queue health, and SLA adherence across both sales and technical support functions.
• Collaborated with floor managers, UI developers, and QA teams to capture business requirements for visibility into sales productivity, tech escalations, and workload distribution.
• Created SOPs and triage procedures that reduced L1–L3 support escalations and improved response time for sales-related customer queries.
• Analyzed multichannel interactions (calls, chats, emails) to categorize cases by product, issue type, and urgency—optimizing queue assignment for both sales and support agents.
• Implemented dashboard KPIs tracking sales agent availability, quota achievement, customer engagement rates, and ticket resolution metrics, enhancing operational decision-making.
• Outcome: Boosted SLA adherence from 85% to over 95% and reduced case escalations by 25%, while streamlining sales response workflows.

• Pulled and analyzed call/ticket data using SQL to identify model-specific patterns, timing of issues, and escalation trends.
• Categorized root causes by product line (routers, IP phones, switches) and created SOPs for tech support teams to increase first-call resolution.
• Collaborated with engineering and operations to improve response workflows and reduce repeat incidents.

• Analyzed product sales metrics to shape go-to-market strategies across multiple digital channels.
• Provided KPI dashboards and insights to support sales team performance and goal realignment.
• Cultivated client relationships and translated feedback into sales enablement improvements.
• Participated in strategic planning initiatives and led sales operations in the absence of Sales Manager.