Vikas S.
Data Science Professional at Concentrix | Turning Data into Insights | Expert in Machine Learning, Predictive Analytics & Generative AI | Ex-Insurancedekho | MCA@MIET
- Role
- Sr Analyst- Data Science at Concentrix
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Vikas S.
Senior Data Science Analyst over 5+years of professional experience with expertise in…
Experience
Sr Analyst- Data Science
Mar 2022 — Present · Bengaluru, IN
As Data Science professional at Concentrix Corporation, I focus on creating and deploying advanced machine learning models to enhance customer support operations for global clients, including Macy’s. My responsibilities include developing data-driven strategies that leverage Power BI, Machine Learning, NLP, and Computer Vision to improve customer satisfaction and optimize advisor performance.Key Achievements:Sentiment Analysis and Customer Insights: Conducted sentiment analysis on chat and email transcripts to derive actionable insights, enabling advisors to tailor support based on customer sentiment. This initiative improved overall CSAT (Customer Satisfaction) scores.Advisor Performance Forecasting: Built predictive models to evaluate advisor performance trends, using historical data to optimize key performance indicators.Document Classification with Computer Vision: Developed a CNN-based document classification system, automating customer document processing and reducing manual handling time by 40%.Automated Topic Detection: Implemented NLP-based topic detection and categorization tools to streamline chat transcript analysis, enhancing efficiency and reducing response time.CSET Score Prediction: Deployed a predictive model for CSET (Customer Satisfaction Evaluation Tool) scores, factoring in metrics such as waiting time and advisor interaction quality, to provide deeper insights into advisor performance.My role at Concentrix empowers me to merge my expertise in ML, NLP, and computer vision with practical business solutions, delivering meaningful improvements in service quality and operational efficiency.
Education
KISHAN INSTITUTE OF INFORMATION TECHNOLOGY, MEERUT
Bachelor's in Computer Application-BCA
2007 — 2010
Meerut Institute of Engineering and Technology(MIET)
Master of Computer Applications - MCA
2010 — 2013
K. K. Inter College, Meerut
HSC
2004 — 2005
M.S.S. Inter College Meerut
SSC
2006 — 2007
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