Personal portfolio showcasing my work in Product Operations, CX Analytics, and GenAI automation — focused on systems thinking, measurable impact, and real-world scale.

• Updated Jan 3, 2026

Notes for introductory course in ML, part of the first Zahoree Sessions online event, 2021.

• Updated Jul 2, 2021
• Jupyter Notebook

In this project, we delve into the realm of Customer Experience (CX) analytics, focusing specifically on the inbound calling team of a company named ABC, operating in the insurance sector.

• Updated Mar 28, 2024

Excel-based retail analytics case study connecting Customer Experience (27K+ transactions), Employee Experience (80 locations), and Market Benchmarking (9 competitors) — answering 6 strategic business questions on retention, staff impact, and competitive positioning.

• Updated Apr 4, 2026

Structured evaluation of 30 support bot conversations measuring containment, escalation rate, intent accuracy, and CSAT correlation, LLM-assisted qualitative coding, edge cases, and recommendations.

• Updated Feb 19, 2026

Insurance CX Weekly Reporting Automation-NLP topic modeling, hybrid sentiment analysis, and AI-generated weekly reports for 4 Korean insurers (MetLife, Samsung Life, Hanwha Life, Kyobo Life)

• Updated May 17, 2026
• Python

AI-powered support ticket analysis lab using CrewAI, OpenAI, Gemini and Groq for CX insights, triage and reporting.

• Updated Jun 4, 2026
• Python