Imad Khokhar

Data Analytics - Commercial & Ai Ops Ai Adoption & Safety @Meta

London, GB

Partnering with AI Operations, Commercial, Product and Eng teams to perform comprehensive root cause analysis and provide deep recommendations to refine Operations, Commercial strategy and AI Safety. • Tools: SQL, Python, BI dashboards, Airflow, dbt, Git, LLM workflows (prompting/RAG).• End to end project ownership, encompassing cross-functional stakeholder management.• Leading the forecasting, data engineering and operational efforts for AI led customer resolution.• Improved CSAT by 7%(Meta Verified), reduced vendor ops cost by 16%, and increased IRT SLA from 64% to 91% via redesigned triage and targeted vendor strategies.• Deploying custom LLMs (ChatGPT and Claude) playbooks for triaging, draft responses, and knowledge retrieval, reducing AHT by 32% and saving ~$900K annually across global vendor teams.· Reduced Gen AI human reviews by profiling bad actors and applying keyword analytics using SQL and Python to improve true positive detection, enabling accurate auto-triaging to policy aligned queues, and allowing reviewers to focus on real violations.• Reduced churn and increased product adoption by combining user feedback with behavioral data to shape product improvements.

The London School of Economics and Political Science (LSE)

MSc Accounting and Finance