Abhishek Adivarekar

Data Engineer Architect

Quantiphi•  June 2019 - Present

• Developed Advance Reporting Platform for Google’s CCAIP with Looker as reporting platform. • Spearheaded the development of 200+ KPIs, 50+ explores, and 20+ Looker dashboards, sourcing data from GCP, AWS to derive insights from call center data • Optimized MySQL and Looker dashboard performance, resulting in a 7x performance boost and substantial load time reduction • Collaborates with GTM team to uncover Data, ML & AI opportunities for business transformation • Created data pipelines for Voice Analytics using AI Notebook (Python), STT, DLP APIs, GCS, BigQuery (SQL), CCAI Insights which led to 25% decrease in AHT (Avg Call Handle Time) • Built Real time Contact Center Analytics Solution for Fortune 100 companies for tracking Customer Experience (CX), Improving Agent Experience (AX) and Performance and reducing cost to Contact Center • Solution helped the customer to measure the performance of the agents and training them on critical skills. Agent productivity increased by 30% and overall 40% increase in Calls containment rate • Developed ETL and ELT data pipelines, and implemented dashboard featuring 40+ KPIs, for monitoring Virtual Agent Performance, handling approximately 90,000 calls per month. • Solution significantly enhanced the Virtual Agent ”Success Rate” by 40%, improving the customer conversational journey