Shafali Mahajan

• Analyzed large datasets to identify trends, patterns and correlations for business insights.
• Optimizing Amazon's Alexa Enabled devices using user's interaction data by analyzing the Goal success rate with machine learning metrics.
• Finding the reason for failed goal and alter datasets for high precision using labelling/annotation techniques and segmenting domain request category.
• Creating weekly business review using data visualization tools to understand the KPI and team level metrics.
• POC for a team of approx. 25 members, handles SLA and KPIs for the team MAA site Quality SME for GSR (Goal Success Rate) process.
• Performed RCA and provided callouts for Shopping and Amazon Music Customer in WBR.
• Trained and onboarded over 15 associates in GSR process.
• Mentored BQ DAs and helped them scale up.
• Worked on the lexicon project, creating English-to-Hindi and English-to-Punjabi dictionaries, and contributed to the launch of Alexa for India.
• Created Minutes of Meetings (MOMs) for daily standouts and compiled Excel sheets to document and address team queries.

• Provided prompt and courteous service to customers via phone, email, and chat.
• Handled customer complaints with empathy and professionalism. De-escalated situations and provided satisfactory solutions.
• Maintained accurate records of customer interactions, transactions and comments in the database system.
• Optimized call handling processes to maintain low AHT while ensuring high-quality service. Implemented quick resolution techniques and streamlined workflows to reduce call duration
• Minimized ACW by promptly completing necessary documentation and follow-up tasks. Developed efficient post-call procedures for swift transitions to the next customer interaction.

• Transcription For US and UK data.
• Started a pilot batch for new project SBQA IN.
• After successful results of stage1 of SBQA IN went to stage 3 of SBQA IN.
• Conducted exploratory data analysis and provided valuable insights for decision making.
• Ensured that data and models were managed and documented according to Quality
Standards and Procedures.