Shahrukh Hafiz

Experienced Social Media Escalations and Customer Experience Engineer, with a proven track record of managing end-to-end customer escalations across digital and social platforms. I provide strategic leadership in crisis management, brand reputation protection, and cross-functional coordination to deliver consistent, high-quality customer experiences. Complementing my leadership background, I bring foundational expertise in cloud computing and data analytics, enabling me to leverage dashboards, analytics, and cloud-based tools to monitor brand sentiment, track escalation trends, and drive data-informed decision-making. Recognized for translating insights into actionable improvements that enhance operational efficiency, customer satisfaction, and brand trust.

• Netflix - Data Exploration and Visualisation

Netflix is one of the most popular media and video streaming platforms. They have over 10000 movies or tv shows available on their platform, as of mid-2021, they have over 222M Subscribers globally. This tabular dataset consists of listings of all the movies and tv shows available on Netflix, along with details such as - cast, directors, ratings, release year, duration, etc.

Analyzed the data and generate insights that could help Netflix ijn deciding which type of shows/movies to produce and how they can grow the business in different countries

• SQL Data Analysis for Target Operations in Brazil

Analyzed a dataset of 100,000 orders from Target in Brazil (2016-2018) to provide actionable insights into business operations.

Utilized SQL to examine order status, pricing strategies, payment performance, freight details, and customer demographics.

Delivered data-driven recommendations for improving order processing and payment options, enhancing the overall customer experience.

• Aerofit - Descriptive Statistics & Probability

As a data analyst/scientist at Aerofitt, I was given the responsibility of analyzing the provided dataset to extract valuable insights and deliver actionable recommendations. The market research team at AeroFit wants to identify the characteristics of the target audience for each type of treadmill offered by the company, to provide a better recommendation of the treadmills to new customers. 

The team decides to investigate whether there are differences across the product with respect to customer characteristics.

Developed a comprehensive customer profile for each AeroFit treadmill model using descriptive analytics. This involved creating relevant tables and visualizations to analyze customer characteristics. 

Additionally, constructed two-way contingency tables to compute conditional and marginal probabilities, deriving insights that can inform business strategies and decision-making.

• Deploying a serverless website with AWS S3

Converted a traditional site to a serverless architecture.Configured CloudWatch to monitor an S3-hosted w ebsite, utilizing dashboards for quick performance insights.
Developed a Lambda function to process requests from a web server and return interactive HTML responses.
Implemented email functionality within a Lambda function.
Utilized AWS CloudFront and AWS Certificate Manager to address cross-domain and security issues in Lambda functions.

• Cloud-based file share and sync solution

Implemented a scalable and secure cloud-based file sharing and synchronization solution using AWS services
Designed the solution for easy scalability to operate in either a data center or a public cloud environment
Managed and controlled all servers and storage components in alignment with company governance and
security requirements.

• Moving & Deploying a Web App to AWS Fargate

Executed the migration and deployment of a classical web app to AWS ECS containers, facilitating
modernized application management.
Utilized Managed Container Services to ensure predictable and reproducible packaging of bespoke
applications.
Addressed the complexities of re-engineering legacy applications into smaller, modular, and independently
hosted services.
Streamlined the transition process for small and large enterprises investing in bespoke application
development.

• Building Scalable and Resilient Applications on Google Cloud Platform

Engineered resilient web applications to enhance scalability within application architecture, resulting in a
30% increase in uptime.
Executed seamless scaling strategies that accommodated a 50% increase in user demand during peak
periods.
Constructed robust systems that maintained operational integrity despite the loss of one or more compute
resources, improving fault tolerance by 40%