Sharad Prabhu

Director, Data Science and Analytics @MetLife

Cary, NC, US

Lead the strategy and execution of advanced analytics initiatives to generate actionable insights that support business growth and enhance customer experience, contributing to an improvement in operational eciency- Manage and mentor a cross-functional agile team of data scientists, data engineers, visualization specialists, and systems analysts in delivering scalable, production-grade analytic solutions- Developed and deployed a machine learning claim segmentation model, improving claim assignment accuracy, optimizing workload distribution, and reducing average claim decision time- Integrated and analyzed claim, call center, and service task data to identify top drivers of inbound inquiries, enabling targeted interventions that reduced call volume and improved first-call resolution rates- Designed and implemented a speech analytics solution using large language models (LLMs) and prompt engineering to analyze customer calls, uncovering claim-related patterns that informed process changes and lowering repeat call- Led a text analytics initiative leveraging NLP and topic modeling to process service emails, enabling real-time urgency classification, automated routing to appropriate teams, and cutting response time with AI-generated replies.

Arizona State University

Doctor of Philosophy - PhD, Industrial Engineering

Arizona State University

Master's degree, Industrial Engineering

The National Institute Of Engineering, Mysore

Bachelor of Engineering - BE, Mechanical Engineering