Shripriya Bhat

Software Engineer

redBus.in•  August 2020 - Present

• Developed reusable UI components using ReactJS that interact with the back‑end built using Node.js, REST APIs, Redis, ArangoDB and MongoDB for SelfHelp. • Took the ownership of migrating 10+ APIs of a micro service from .NET to Golang ‑ reducing the server costs while increasing the throughput by 2x. • Implemented bus cancellation and exclusive hotline features with A/B testing for IVR in multiple languages ‑ easing customer resolutions and decreasing agent calls by 11.6%. • Contributed to the notifications micro service by integrating push notifications with fallback using RabbitMQ, refund and cancellation mailers using AWS SNS service. • Built the vaccination certificate flow by integrating public Cowin APIs and incentivising the users ‑ leading to improved customer engagement, with over 1,60,000 users adding certificates to their profile. • Worked in a fast paced agile environment with a team of 25 consisting of product managers, developers, QAs and scrum master. • Received “Rookie of the Year (2020‑21)” award for being a key contributor to multiple teams and delivering within the timelines.

Software Engineer Intern

redBus.in•  January 2020 - June 2020

• Developed a WhatsApp chatbot using NLP and Dialogflow to improve Customer Support UX ‑ improving on a key KPI (imperfect score) by 16% and reducing case resolution time by 72 hours. • Designed a solution for localisation by enabling users to set language preferences throughout SelfHelp and IVR ‑ boosting customer engagement and increasing adoption rates by 12%. • Built an intuitive chat history for users, improved boarding point and cancellation flows in SelfHelp ‑ leading to a drop in customer service calls by 10%. • Created visualizations on Kibana for real time metrics tracked via ElasticSearch ‑ helping the Customer Experience team to analyse user patterns, identify and resolve issues faster.