Summary
Overview
Work History
Education
Skills
Certification
Publications
Timeline
Generic
Shivam Dutt Sharma

Shivam Dutt Sharma

Data Scientist | Product Developer & Manager
Gurugram

Summary

A results-driven & agile SAFe 5.0 certified Technical Product Manager cum Data Scientist, with an overall 8 years of experience in developing and managing IoT products, specializing in B2C/B2B applications and Data Science. Proven expertise in Conversational AI product development, contributing significantly to the growth and success of multinational organizations. Adept at leveraging cutting-edge solutions for Customer Experience enhancement and Revenue maximization. Founded and currently developing Prajna, a Conversational AI product aimed at empowering CXOs in their data-to-insights journey with more details available on a research paper published on IJSRET.

Overview

9
9
years of professional experience
6
6
years of post-secondary education
10
10
Certifications

Work History

Researcher & Developer - Prajna

Self
Gurugram
08.2023 - Current
  • Founded and currently developing Prajna, a Conversational AI product aimed at empowering CXOs and Data Scientists, in their data-to-insights journey.
  • Ensuring success of Prajna by adopting industry metrics of evaluating the performance of Conversational AIs, that includes, achieving a significant valuable insights per conversation quotient and a minimum 90% novelty of insights, on production.
  • After first few deployments, aiming to achieve a 9-10 NPS score, with an average response time of less than 2 seconds. Also, to bring down "error rate" from current 27% on testing, to less than 5% on production.
  • Currently a typical CPR (Cost per Resolution) for customer support without Conversational AI might range from $5 to $10 per resolution. Aiming to reduce CPR by 30% to 50%, through Prajna.
  • Prajna aims to mainly address challenges faced by tech-savvy CXOs in dealing with complex data, automating routine tasks, and enhancing customer experiences. It utilizes open-source RASA framework for natural language interaction with data, providing faster and deeper insights.

Data Science Product Owner - Lighthouse

Incedo
Gurugram
02.2021 - 08.2023
  • As Product Owner of Lighthouse, a Decision Automation Platform with AI/ML capabilities, brought a wealth of skills in Data Science and Machine Learning to the forefront. Certified as a SAFe 5.0 PO/PM and Scrum Master, seamlessly conducted daily scrum meetings and managed bi-weekly sprints end-to-end under the Agile framework. role involved creating multiple KPI Trees for impactful demos to prestigious clients such as US Bank, Regeneron, and PNC Bank. Spearheaded platform refactoring and UX upgrade activities, contributing to a more dynamic and user-friendly interface. Demonstrating proficiency in Python programming, developed an in-house Experiments Engine empowering Executives and Business Analysts to conduct A/B Tests and analyze statistical significance using Chi-square, Fishers Exact, and Z-Test, automated with MLFlow.
  • Furthermore, I played a pivotal role in the strategic code handover of essential Lighthouse modules from on-site (PNC Bank) to the offshore team. A key aspect of my responsibilities involved formulating and implementing product roadmaps for consecutive business quarters, fostering continuous improvement. Collaborating closely with the UX Team, I meticulously maintained a comprehensive UI/UX workbook, ensuring an agile adaptation to the latest Material UI/UX trends. Additionally, I facilitated Knowledge Transfer sessions, absorbing expertise in Anomaly Detection and Cohort Analysis models from on-site staff at PNC Bank, subsequently creating offshore product lifecycles for user-friendly outlier and cohort analysis on the accounts population.
  • Notably, I conducted a successful Proof of Concept (POC) on Model Generated Recommendations using Python-enabled Collaborative & Content-Based Filtering techniques, showcasing my innovative approach to problem-solving. My commitment to staying at the forefront of industry trends was evident in my regular Competitive Analysis and Market Research activities, where I assessed AI/ML capabilities of platforms such as IBM Watson and Statsig. Engaging in insightful sessions with teams from these companies, I contributed to a holistic understanding of evolving technologies in the Decision Automation domain. Throughout this experience, my skills in Data Science, Python programming, statistical analysis, model deployment, and effective communication were instrumental in driving the success of Lighthouse and advancing its capabilities in the competitive landscape.

AI / ML Product Manager

Cashify
Gurugram
08.2000 - 02.2021
  • As the leader of AI/ML product development and R&D at TTL - The Tiny Labs within Cashify, I spearheaded initiatives to address customer service challenges during the Covid-19 pandemic.
  • Collaborating with the Operations Team, I conducted a thorough analysis of customer pain points and led the requirement gathering for a Chatbot solution. Commencing with a feasibility analysis and proof-of-concept trials on Conversational AI, I successfully implemented Cashbot—a RASA-based Chatbot that resolved nearly 70% of previous customer service and transactional queries.
  • I tackled prominent use-cases for Cashify B2C Customer Service, such as Serviceable Area and Agent ETA Status, utilizing NLP and Predictive Analytics. From defining data/nlu.md, data/stories.md, and actions.py files to using Rasa-X extensively for simulation, I ensured the chatbot's optimal interaction and intent classification before production release.
  • Additionally, I created a robust Recommendation Engine for the B2B marketplace using Collaborative Filtering and Content-Based Filtering.
  • My dedication extended to maintaining an outstanding attendance record, consistently arriving ready to contribute immediately.

Deputy Manager - AI & CRM Products

Products, Ferns N Petals, Google
04.2019 - 01.2020
  • Managed a CRM micro-service called J.A.R.V.I.S
  • Responsible for creating new product features and maintaining a stable environment for product consumers
  • Created an Alexa skill for B2C consumers, now available on Alexa store by the name "Ferns N Petals"
  • Used AWS for Lambda and wrote in Python
  • Implemented, Analytics for e-commerce tracking and goal conversions analysis
  • Launched NPS & CSat Survey engines with easy-to-plug-in framework for feature augmentation and technology scaling
  • Maintained, documented and presented sprint velocity and other project progress reports to leaders
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
  • Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.

Assistant Manager

10.2017 - 04.2019
  • Online Products & Data Analytics
  • Go-MMT, Gurugram, Haryana
  • End-to-end owned the product delivery and management of InGo-MMT (Supply (Property) Management System for hoteliers / vendors), being primarily responsible for maintaining stable environment for platform users and building new disruptive supply-enriching and bookings-encouraging product features for hoteliers.
  • Created a BI dashboard for the InGo-MMT users / vendors, by understanding their biggest bookings and content related aspirations. To get an idea of the most sought-after KPIs that a hotelier wants to see, engaged into ethnographic research by making hotel visits across the most influential cities of India and gathered inputs from hoteliers onto what do they want to see on their Dashboards. Created some sturdy and effective search and bookings prediction models and established a inventory availability view in tandem. Also, created an engine to make recommendations to the hoteliers around what they can do with their properties and online content to attract more reservations from customers and maintain an overall good NPS.
  • Gathered requirements from business development stakeholders on a monthly basis, and through additional insights from market visits; built features to serve those requirements.
  • Managed the cross-supply integration of the two supply funnels of MMT and GI.
  • Created Augmented Rate Models (viz, Last Minute Rates, Pre- Purchased Rates, etc.).

Sr. Product & Data Analyst

MakeMyTrip India Pvt. Ltd
Gurgaon
02.2016 - 10.2017
  • Framed on-boarding guidelines and led a team in listing and describing newly contracted alternate accommodations of the country and abroad
  • Devised an end-to-end transactional and promotional communication model for our B2C consumers and B2B partners
  • Managed the Host App (Android) used by our B2B partners (vendors)
  • Led a team of content writers to frame pseudo-nyms for our properties, to gain better traction
  • Integrated Holiday IQ ratings and reviews in our supply funnel
  • Wrote occasional Python scripts to automate .csv handling and uploading, and set-up cron jobs to facilitate the same on a regular basis.

Technical Operations Specialist

CS Direkt Events and Exhibitions Private Limited
04.2015 - 02.2016
  • Took care of the on-ground technical operations and client servicing
  • Worked closely with the IT, UI/UX and Content teams in getting all the elements / inventory ready, necessary in the execution of the event
  • Helped streamline repair processes and update procedures for support action consistency
  • Giving IT / Tech support on the final day of the event
  • Handled clients : Microsoft, Mercedes Benz, Honda, etc
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Technical Account Manager

REVE Systems
New Delhi
11.2014 - 02.2015
  • Managed wholesaler and retailer customers using iTel - our internet telephony product
  • Major clientele from Gulf
  • Maintained a daily traffic, GDP / revenue, orders report and presented to the management.

Project Intern

Tulip Telecom
New Delhi
06.2013 - 07.2013
  • Created an MIS using .NET and Microsoft SQL Server, as an industry-grade summer project for college.
  • Learnt the concepts of RDBMS and worked on Mircosoft SQL Server while on internship

Education

Post Graduate Program - Machine Learning: Machine Learning, Machine Learning & Artificial Intelligence

National Institute of Technology
Warangal, TG
06.2019 - 07.2020

B.Tech - Computer Science

Uttarakhand Technical University
Uttarakhand
08.2010 - 05.2014

Intermediate - Mathematics And Computer Science

St. Paul's Church College
Agra
04.2009 - 05.2010

Skills

    Microsoft Excel Word PowerPoint SQL Python3 HTML JSON Rest API Google Analytics JIRA Pandas RASA SQLite DB Numpy Keras Tensorflow CNN NLP NLTK Spacy LSTM Product Requirement Documentation Wireframing Market Research Data Visualization & Presentation Stakeholder Management Scrum Master & Agile Management Programming Knowledge (Python) Statistics Data Manipulation and Analysis Data Visualization Machine Learning Deep Learning Big Data Software Engineering Model Deployment Structured Thinking Curiosity Story Telling Good Communication Skills

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Certification

PythonInstitute certified PCEP | TestDome certified MySQL & SQL | Statistics in Machine Learning Certification

Publications

  • Prajna: Empowering CXOs with Conversational AI for Data-Driven Insights (https://ijsret.com/wp-content/uploads/2023/11/IJSRET_V9_issue6_387.pdf)


  • 6ft. Runners (https://medium.com/6ft-runners)


  • The Era of FBProphet (https://medium.com/@shivamdutt606/the-era-of-fbprophet-f13d5ff3120e)

Timeline

Researcher & Developer - Prajna

Self
08.2023 - Current

Data Science Product Owner - Lighthouse

Incedo
02.2021 - 08.2023

Post Graduate Program - Machine Learning: Machine Learning, Machine Learning & Artificial Intelligence

National Institute of Technology
06.2019 - 07.2020

Deputy Manager - AI & CRM Products

Products, Ferns N Petals, Google
04.2019 - 01.2020

Assistant Manager

10.2017 - 04.2019

Sr. Product & Data Analyst

MakeMyTrip India Pvt. Ltd
02.2016 - 10.2017

Technical Operations Specialist

CS Direkt Events and Exhibitions Private Limited
04.2015 - 02.2016

Technical Account Manager

REVE Systems
11.2014 - 02.2015

Project Intern

Tulip Telecom
06.2013 - 07.2013

B.Tech - Computer Science

Uttarakhand Technical University
08.2010 - 05.2014

Intermediate - Mathematics And Computer Science

St. Paul's Church College
04.2009 - 05.2010

AI / ML Product Manager

Cashify
08.2000 - 02.2021

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Shivam Dutt SharmaData Scientist | Product Developer & Manager