At GLOBAL WAVENET PTE LIMITED, I'm leading the implementation and onboarding of a conversational AI voice agent for a South American mobile operator. I coordinate client meetings and a four-stage QA process, from clarifying issues through development and vendor escalation.
I also planned and delivered a model update for a production voice AI agent, working with global AI and data engineering teams and the client's CX team. A five-day retuning cycle lifted customer satisfaction and cut average call handling time.
Across my service delivery work, I've delivered collections and payment-reminder call flows, as well as customer-service flows for Tigo Money. At ONMOBILE GLOBAL LIMITED, I built a data analytics capability for customer segmentation and behavior that lifted campaign conversion by 15% and helped cut churn.
