Enthusiastic about designing compelling End-to-End Customer Experience strategies, products and services. Extensive experience working with Conversational User Experience (CUX) and Conversational User Interface (CUI). Passionate about working in a fast-paced environment with cross-functional teams to deliver results.
Experience
Freelance
Sep 2020 – Present
Hamburg
Customer Experience Specialist
• Architected customer experience solutions that enabled organizations to fully integrate Artificial Intelligence and Machine Learning into their overall digital strategy.
• Designed mock REST API for faster prototyping and testing the integration between a web application and a custom database with realistic high-quality mock data. This method helped to accelerate and streamline development lifecycles and reduced the dependencies between design, frontend and backend teams.
• Built, trained and deployed NLP-powered intelligent virtual customer service agents capable of understanding user queries through natural language. This enabled instant day-and-night customer support, improved user experience satisfaction, ensured better conversion rate and reduced human agent transfer rates as well as overall operational costs.
• Advised on the best tools and frameworks available to develop cloud customer-centric and omni-channel technical solutions, optimizing information management processes and improving customer experience.
