Licious
|SDE 1
Hyderabad, Telangana, India
Summary
Developed and optimized an in-house ticketing and customer experience platform, driving operational efficiency and enhancing customer satisfaction through innovative software solutions.
Highlights
Engineered a custom ticketing system, integrating with Ameyo (calls) and email, to automate ticket creation, mapping, and resolution, significantly reducing manual effort and boosting processing efficiency.
Designed and implemented a Customer 360 platform, consolidating critical customer data (e.g., subscription status, order history, NPS) to provide actionable insights, enhancing customer engagement for support teams.
Developed and deployed an AI-powered auditing module for resolved tickets, enabling real-time audit queue management, scoring, and compliance tracking, which improved audit scalability and consistency across hybrid workflows.
Led the Service Recovery Initiative, defining escalation logic and implementing proactive recovery interventions (e.g., credits, loyalty benefits) with budget oversight, successfully reducing order issues and customer churn while improving CSAT.
Drove significant improvements in operational efficiency, notably reducing average ticket resolution time and enhancing customer satisfaction through robust agent tooling and continuous quality audit processes.