Data Science Intern
Navy Federal Credit Union, VA, USA
May 2024 – December 2024

  • Developed a predictive machine learning model to forecast customer responses regarding agents’ knowledge by analyzing over 2 million call transcripts using NLP techniques, achieving 74% accuracy and providing actionable insights to improve customer satisfaction.
  • Selected from ADAPT candidates to present key findings at the ED&A User Forum and executive meetings with VPs, receiving strong commendations for clear communication and actionable insights (700+ attendees).
  • Analyzed 50K call transcripts using NLP to track new-member conversations by agent, identifying the effectiveness of outreach campaigns aimed at converting non-members.
  • Applied NLP techniques to detect recurring mobile text issues faced by members during online VISA payment transactions, particularly among users traveling or stationed overseas.

Junior IT Officer
HSBC, Bangladesh
June 2019 – July 2022

  • Conducted in-depth data analysis to support efficient IT service delivery and minimize operational and financial risks during incidents, performing root-cause and impact analysis that led to a 50% reduction in IT incidents over three years.
  • Utilized data analysis tools and monitoring techniques to maintain computer systems and networks, resulting in 20% faster incident resolution.
  • Collaborated with vendors and stakeholders, demonstrating strong negotiation skills to optimize procurement processes and maintain cost efficiency.

Lecturer & Course Coordinator
The Millennium University, Bangladesh
October 2017 – May 2019

  • Taught undergraduate courses including Database Management Systems, Computer Networking, and Theory of Computation.
  • Coordinated course logistics, assessments, and academic planning to ensure consistent course delivery and learning outcomes.