Dani Angel
Chennai
Summary
Senior specialist with a proven track record in analyzing chatbot interactions, skilled in identifying and interpreting patterns, trends, and conversational flows within complex data sets. Expertise in designing and implementing innovative processes and strategies that enhance the end-user experience. Seeking a challenging role to leverage skills in strategic planning to drive improvements in efficiency and accuracy within dynamic environments. Committed to delivering impactful solutions that align with organizational goals and elevate user engagement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Contact center
ADP India
09.2020 - Current
- Prepared FAQs and subject matter expertise for chatbot input related to employee queries.
- Conducted UAT testing for release data.
- Managed and analyzed data generated from chatbot conversations.
- Improved data Q&A to enhance bot accuracy.
- Developed training materials and facilitated workshops for clients on chatbot best practices.
Specialist Contact center
ADP India
01.2017 - 09.2020
- Managed employee and employer queries through Siebel, ensuring tickets were followed up and completed within the turnaround time (TAT).
- Ensured adherence to timelines to minimize escalations.
- Connected with clients to resolve issues as per the escalation matrix.
- Maintained client relationships while delivering excellent service.
- Client dashboard prepared and published.
Education
Master of science - Physics
Bishop Heber college
TrichySkills
Data-driven decision making
Certification
I have completed Artificial Intelligence and Generative AI courses. Project has been completed successfully with 80% of accuracy prediction.
Timeline
Senior Contact center
ADP India
09.2020 - Current
Specialist Contact center
ADP India
01.2017 - 09.2020
Master of science - Physics
Bishop Heber college