Notes for introductory course in ML, part of the first Zahoree Sessions online event, 2021.

This project analyzes inbound call center data to identify call volume trends, evaluate agent performance, and develop an effective manpower plan that improves customer experience while reducing call abandonment rates.

Excel-based retail analytics case study connecting Customer Experience (27K+ transactions), Employee Experience (80 locations), and Market Benchmarking (9 competitors) — answering 6 strategic business questions on retention, staff impact, and competitive positioning.

Structured evaluation of 30 support bot conversations measuring containment, escalation rate, intent accuracy, and CSAT correlation, LLM-assisted qualitative coding, edge cases, and recommendations.

Personal portfolio showcasing my work in Product Operations, CX Analytics, and GenAI automation — focused on systems thinking, measurable impact, and real-world scale.

agentic-ai ai-agent contact-center cx-analytics genesys amazon-connect salesforce claude-ai anthropic react solution-architecture tool-calling llm-agents

Statistical analysis of passenger satisfaction drivers, risk segments, and CX improvement priorities.

In this project, we delve into the realm of Customer Experience (CX) analytics, focusing specifically on the inbound calling team of a company named ABC, operating in the insurance sector.

Insurance CX Weekly Reporting Automation-NLP topic modeling, hybrid sentiment analysis, and AI-generated weekly reports for 4 Korean insurers (MetLife, Samsung Life, Hanwha Life, Kyobo Life)

AI-powered support ticket analysis lab using CrewAI, OpenAI, Gemini and Groq for CX insights, triage and reporting.