Open to opportunities

Kshitij Sharma

@kshitijsharma1

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Innovative data and compliance analyst with fintech and legal-tech expertise.

India

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What I'm looking for

I seek a role that fosters innovation, collaboration, and growth in data science and compliance.

I am an innovative professional with over 7 years of experience in fintech customer service, now transitioning into data science, compliance, and legal-tech. As the founder and developer of a free legal-tech automation tool, I empower borrowers against loan harassment by leveraging RBI and NBFC regulations. My independent research in AI focuses on bias and behavior analysis in large language models (LLMs), utilizing Python and advanced NLP techniques.

Throughout my career, I have honed my skills in data science and AI, successfully analyzing complex transactional data, detecting fraud patterns, and building automation solutions for regulatory compliance. My work at American Express India has been marked by delivering premium support, achieving a 97.2% CSAT score, and resolving critical technical and regulatory issues. I am passionate about applying AI and data-driven methods to address real-world challenges and enhance compliance processes.

Experience

Work history, roles, and key accomplishments

Senior Customer Experience Specialist

American Express India Pvt.Ltd.

Jan 2022 - Present (3 years 5 months)

Delivered premium fintech support to US corporate and small business clients, achieving 97.2% CSAT and 3 consecutive quarters of high FCR. Resolved complex payment and fraud issues with empathy, accuracy, and a proactive approach.

Customer Service Regulatory Compliance

Credit Card Specialist

IEnergizer (CreditOne Bank)

Jan 2021 - Present (4 years 5 months)

Managed high-volume billing and payment inquiries, reducing churn through efficient resolution. Coordinated with technical teams to escalate and resolve customer complaints.

Billing Payment Processing

Education

Degrees, certifications, and relevant coursework

Self-directed Learning

Self-directed Learning, Data Science, Machine Learning, NLP, Indian Legal Regulations

Activities and societies: Conducted independent research on bias and behavior analysis in LLMs; managed legal documentation and complaints related to RBI guidelines and NBFC laws.

Engaged in continuous independent study of data science, machine learning, NLP, programming, and Indian legal regulations relevant to fintech and consumer protection. Conducted independent research analyzing biases and behaviors in large language models (LLMs), applying Python (pandas, matplotlib, VADER) and experimental design techniques to perform sentiment and pattern analysis. Gained practical

Greenway Modern School

Senior Secondary Education, General Studies

Completed Senior Secondary Education at Greenway Modern School, Roorkee in 2015. This foundational education provided a strong academic base for future learning and development.

Greenway Modern School

High School Education, General Studies

Completed High School Education at Greenway Modern School, Roorkee in 2012. This early education phase established core academic skills and knowledge.