Zainab K.

Data Scientist @Talktalk

Manchester, GB

Develop and deploy machine learning solutions that meet business needs and drive impact. • Built an XGBoost classification model to predict customer propensity to contact, as part of initiatives to reduce cost-to-serve and improve service agent efficiency. Designed a custom data model by integrating and feature-engineering from various customer service datasets. The model successfully identified over 50% of customers likely to contact, providing actionable insights into key trigger areas. • Leveraged OpenAI large language model (LLM) to analyse customer sentiment and emerging topics from feedback survey data, extracting actionable insights to improve customer experience and reduce churn.• Developed a customer quality score model to optimise targeting of high-value prospects. Collaborated with stakeholders to define and engineer the target variable. • Built a customer churn segmentation model to identify and profile distinct churn-prone cohorts. Designed custom segmentation logic and model features. Combined outputs with existing churn systems to strengthen understanding of churn drivers and improve intervention targeting.• Updated and maintained the churn forecasting model using the Prophet library, incorporating new time-based events and seasonality features, significantly improving forecast accuracy and reliability.• Identified, validated, and integrated new data sources into existing model feature pipelines, expanding the feature set used across insight and data science teams to enhance analytical depth and predictive performance.• Developed automated workflow pipelines to streamline and schedule model training and evaluation. Integrated MLflow for experiment tracking, performance evaluation, and versioning, and aligned development with CI/CD practices to enable reproducible, collaborative model deployment.

Gujarat University

MBA, Marketing

The University of Manchester

Master of Science - MS, Business Analytics

Bhavnagar University

Bachelor of Computer Applications

Alliance Manchester Business School

MSc, Business Analytics