Awarded Critical Talent Award twice (Stock grant to Top 2% of eBay Talent)
1) 2008-2012 - eBay's Critical Talent Award [Lead Developer/Architect of key Customer Support Flows).
2) 2012-2016- eBay's Critical Talent Award [Lead Developer/Architect of eBay Buyer Protection]
1) Online Customer Support Decisioning system: (Self Service System)
http://ocs.ebay.com/ws/eBayISAPI.dll?CustomerSupport
(Self Service Tools)
Built a software based expert system to mimic a customer support representative. This self service system is metadata driven and enables a business analyst to put together business rules (part of the system) to put together a decision tree.
The decision tree rules, metadata as well as content can be modified realtime using either excel spreadsheets or process wizard.
This Decision Tree wizard comprises of 10 DB tables and 20+ JSP pages.
Decision Trees currently supported
1) Cancel Bid
2) Cancel Transaction
3) End listing early
4) Revise listing
5) Unpaid item (UPI)
2) Metadata driven CS Routing system
http://ocs.ebay.com/ws/eBayISAPI.dll?ContactCS
This system maps every member query to a topic in the metadata system. The business analyst can configure channel routing for each topic (2400), each customer segment (23) and site (30).
The channels currently supported by the system are Email, Chat and Phone.
3) Overall technical lead for eBay's Top Priority 2009 project - eBay BUYER PROTECTION. Designed the entire 43 DB table schema, Implemented the critical modules of this application, did technical project management and also wrote the first product requirement document for this project. Essentially, key member of every facet of this project.
4) Developed the entire "Administratively Ending items" application. Every malicious item at eBay gets removed using this application. This application can remove (admin archival and then deletion) upto 4000 items from eBay DB (data residing in multiple DB tables) per minute.
