Abhinav Gupta

Technology Team Lead @TUI

GB

Transformed the Customer Service organisation from waterfall to Agile, improving delivery speed and responsiveness.Automated 30% of complaint handling — one of the highest automation rates in the industry.Delivered payment automation, cutting costs by 53% and reducing processing time from 28 days to 2 days, improving NPS by +2.Built and launched a first‑of‑its‑kind GenAI programme using Claude on AWS Bedrock, automatically summarising customer emails and generating responses.