Paytm Payments Services Pvt. Ltd.
Senior Associate – Operations & AI Automation
Dec 2020 – Jan 2026
AI Automation & LLM Development (2025 – 2026)
- Designed and optimized prompts across multiple gaming categories (Poker, Rummy, Callbreak, Fantasy Cricket, Ludo), improving response consistency and domain accuracy
- Integrated FAQs, policies, and SOPs into AI workflows, enabling more context-aware and standardized responses
- Tested and evaluated ~40–50 AI responses daily, identifying failure patterns and improving output quality through iterative prompt refinement
- Resolved critical response issues, including:
- LLM response stalling (“looking into the issue” loop)
- Random or irrelevant outputs via stricter prompt constraints
- Improved response reliability and reduced user friction by enforcing structured response rules and guardrails
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Conversational AI Developer (2024 – 2025)
- Enhanced chatbot intent flows and fallback handling, contributing to reduced unnecessary escalations and improved automated query resolution
- Analyzed response quality trends and iteratively refined prompts to improve accuracy and consistency across high-frequency queries
- Collaborated with product and engineering teams to align AI workflows with real user issues and business requirements
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Operations & Escalation Lead (2020 – 2024)
- Handled 150–200 customer queries per day, consistently meeting SLA targets across support channels
- Managed high-priority social media escalations with:
- 30 min First Response Time (FRT)
- 4-hour resolution SLA
- Supported peak traffic events (IPL, gaming seasons) by:
- Assisting team in resolving 250+ tickets/day during high-load periods
- Ensuring SLA adherence under pressure
- Led and mentored 10+ new agents, improving onboarding efficiency and team productivity
- Identified recurring issue patterns and collaborated with internal teams to improve support workflows and reduce repeat queries
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Paytm Services Pvt. Ltd.
Associate – Customer Support (Escalations)
Oct 2019 – Dec 2020
- Resolved complex customer issues with high accuracy, consistently meeting and exceeding SLA targets
- Documented recurring issues to support process improvement and automation initiatives
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Yoma Multinational Pvt. Ltd.
Associate – Customer Support
Dec 2016 – Oct 2019
- Handled customer queries and contributed to improved response turnaround time
- Collaborated with teams to enhance customer satisfaction and resolution efficiency
