Crispin A Jebin M

A FinTech service that consolidates multiple funding cards into one, enabling smart spending insights, rewards and flexible post-transaction payment switching.

• Implemented multi-tier KYC declines ensuring transactions exceeding tier-specific limits are declined and customers receive corresponding notifications.
• Designed and implemented a backend service for customer agents, that empowers them to authorize, capture, or refund transactions.
• Resolved issues in the spending calculation flow and optimized performance, reducing P95 latency by 60%.

An AI software designed to enhance customer service interactions through automated chat, AI powered IVRS and comprehensive transcripts.

• Developed a UI-automator service capable of performing actions on web pages through plugins, leveraging a backend AI-powered service to ensure generality across use cases.
• Designed and developed content management system to store and update customer knowledge bases, supplying Generative agent with up-to-date resources for enhanced functionality and implemented a robust scraping framework for periodic ingestion of customer content and FAQs.
• Contributed to development of AutoAssist, a product designed to streamline customer support processes by leveraging AI to direct assistance for each message, enhancing agent productivity.

Koinbill - Simplified service to offer customers to make prepaid recharges, postpaid bills, internet & water recharges etc.

• Led the full development cycle of Koinbill from design to implementation.
• Integrated key features like payment gateways and third-party services to improve functionality and user experience.
• Implemented Blacklist Users feature for enhanced security and compliance by seamlessly managing blacklisted individuals within the system.

Support Portal - Web based customer service portal, solves customer requests & issues with ease and autonomously.

• Implemented core features - email-to-ticket conversion, email thread management.
• Designed and implemented rule engine service that helps stakeholders to configure email alert, escalations at specific trigger points.
• Integrated PagerDuty seamlessly with support portal, ensuring smooth data flow to the portal via web hooks.

Drafty - Line of Credit providing overdraft facility for customers who can't afford for costly bank loans.

• Integrated third-party communication merchant enabling seamless outbound communications via email and SMS.
• Migrated communication module to Python3, refactored it as microservice for enhanced efficiency.
• Worked more on core decision making logic of the system.

HiiP - Housing application which helps the below par people to find a property to be rented out.

• Developed features like raising legal action, maintenance cost against tenants.
• Worked closely with the on-site team in fixing the bugs that has been reported in the tenants, properties module.