● Designed and developed a full stack web application which improved inbound call efficiency, agent experience, and customer experience
● Held customer empathy sessions to understand the customers’ needs and make design decisions accordingly
● Followed Agile methodology with one-week sprints, communicated with teammates regarding expected timelines, and delivered high quality solutions on time
● Leveraged multiple data topics from customers interactions with Capital One Auto Finance including feedback from phone calls, texts, emails, and online activity
● Designed DynamoDB database structured to optimize efficient queries based on the application’s requirements
● Built Apache Kafka stream to consume and transform data from multiple data topics and post the relevant information to a single DynamoDB database
● Designed and implemented a RESTful API to get recent customer interaction data to be displayed on the agent UI
