Nisarg Patel

WORK HISTORY

EDUCATION

SKILLS

ABOUT NISARG PATEL

Embarked on a new journey to reimagine Tech@Kotak. Previously at Amazon, • MyHR - Spearheaded launch of MyHR, enabling 1.5M+ Amazon employees across 60+ countries to get help for their HR needs by self-service workflows/content or by reaching out to human support via phone, chat or case request. Coordinated the launch of USC (Unified Service Channel), allowing PSA (People Service Associate) to help customers using a single in-house solution by building an abstraction across multiple (4+) legacy salesforce clusters for different domains (e.g, COVID, Immigration, Time & Pay). Coordinated the launch of Tellus, allowing domain owners to manage Help Topics, contact channels & content shown on MyHR to employees via a self-service.• DataWave - Removed critical bottlenecks in the database that allowed DataWave to scale from initial pilot launch to 20+ clients supporting 100TB+ data and 1M+ TPS by (1) Migrating the ingestion workflow from Hadoop to Spark, reducing the data ingestion time by 67%, allowing DataWave to support client ingesting 4TB of data every 6 hours.(2) Changing the serialization format for the database from Amazon Ion to Apache Avro decreased the database size by up to 90%, enabling DataWave to support clients ingesting 10TB of data with each ingestion.(3) Building support for delta ingestion, eliminating the need to rebuild the entire database with each ingestion. • Mini App - Designed a Mini App experience for existing Amazon Pay 3P partners, allowing customers to discover and access a wide selection of Mini Apps on Amazon Mobile App. Convenience for Customers, lower customer acquisition cost for merchants & higher Merchant Discount Rate (MDR)(5% from existing 1.5%) for Amazon. • Centralized Concessions - A single concessions platform that drives both Online Return Center(ORC) on Amazon Retail Website used by Customers and Customer Service Center (CSC) used byCustomer Service Agents. Initiated the idea and got alignment from two different organizations (Customer Returns & Customer Service) within Amazon to fund the project as a long-term tech investment.• Issue-Based Concessions (IBC)- A framework to recommend & allow concessions based on customer issue & Amazon policy. Built the next-generation unified concessions platform that helped Amazon Customer Service Agents to issue 15+ dierent types of concessions (e.g, refund on return, replacement, returnless refund, partial refund, retro charge refund, shipping refund, warranty replacements for 1P devices, gift cards) from a single place based on system recommendations.