Summary
Overview
Work History
Education
Skills
Timeline
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Suja Unnikrishnan

Austin

Summary

Data Science Lead with a track record of delivering high-impact projects efficiently. Expertise in end to end data analysis, modeling, and visualization. Strong communication and leadership skills foster team collaboration and drive innovation.

Overview

19
19
years of professional experience

Work History

Data Science Lead

Apple
Austin
01.2017 - Current
  • Developed a transactional integrity framework that uncovered inefficiencies in the AppleCare agreement process, driving operational enhancements and ~$30M in cost savings.
  • Developed a generative AI tool that summarized all the events from the purchase to cancellation of AppleCare Agreements. This tool significantly reduced the time taken by the Site Support Engineering team to prepare technical summaries, from 8-9 business days to just 2-3 seconds.
  • Led the development of Autonomous Anomaly Insights model that detects increase in contact volume in Apple Support channel and use heuristics to understand if the increase is driven by non-end users and also use generative AI to summarize and identify patterns.
  • Designed and launched the One Apple Customer Journey framework, integrating cross channel service and support data to deliver a unified, end-to-end view of the customer experience.
  • Leveraged generative AI to generate journey briefings for front-line advisors, reducing average call handle time by 2–3 minutes and improving service efficiency.
  • Partnered with Regional Quality teams to identify process improvement opportunities, contributing to a 10% reduction in AppleCare support expenditure.

Principal Business Intelligence Analyst

Symantec Corporation
Mountain View
11.2013 - 12.2016
  • Developed a presentation layer (Consumer Data Mart) to bring visibility of customer retention and key metrics for customer centric analysis which includes data modeling, design & development of database objects in Teradata.
  • Worked closely with data scientists and Wharton business school(WCAI) to build various models for customer retention.
  • Perform data profiling and reconciliation to establish baseline data quality of attributes used in analytics.
  • Involved in building business insights from unstructured data from web analytics tool (Omniture Site catalyst) to understand the customer conversion rate.

Data/ Programmer Analyst

Tata Communications
Chennai
09.2006 - 05.2010
  • Actively Participated in developing logical model and implementing requirements for the Costing DataMart using SQL Server 2000.
  • Implemented complex conceptual database design into SQL Server 2000 using various Constraint and Triggers.
  • Developed the ETL process for the export of the billing feed from Costing system to the Global Billing System in Oracle to help expose the gaps in the billing export process.
  • Developed the critical feed to the Current Routing System which would determine the current rate for each destination and send it to the AI servers.
  • Built the Rating process and the corresponding SSRS rating dashboard which helped track the users the current rate at which the calls to each destination was being routed.

Education

Bachelors of Technology - Electrical, Electronics And Communications Engineering

Government Engineering College
Thrissur,India
06-2006

Skills

  • Machine learning
  • Data modeling
  • ETL processes
  • Generative AI
  • Business intelligence

Timeline

Data Science Lead

Apple
01.2017 - Current

Principal Business Intelligence Analyst

Symantec Corporation
11.2013 - 12.2016

Data/ Programmer Analyst

Tata Communications
09.2006 - 05.2010

Bachelors of Technology - Electrical, Electronics And Communications Engineering

Government Engineering College

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