Shreya D.

Key Skills

Software

Other

Top Subject Matter

Generative AI for customer support and dispute/chargeback operations in regulated financial services.

Enterprise data infrastructure supporting structured processing for SaaS identity/access and multi-tenant platforms.

Conversational AI and Voice AI for customer interaction automation (intent/NER extraction and dialogue orchestration).

Top Data Types

Document

Text

Top Task Types

Text Summarization

Entity (NER) Classification

Freelancer Overview

Director, AI Engineering at Visa (responsible GenAI, NLP tagging/summarization, and RAG-based knowledge retrieval).. Brings 17+ years of professional experience across legal operations, contract review, compliance, and structured analysis. Core strengths include Internal, Proprietary Tooling, and Other. Education includes Master of Business and Technology, Purdue University and Bachelor of Engineering, West Bengal University of Technology. AI-training focus includes data types such as Document and Text and labeling workflows including Text Summarization and Entity (NER) Classification.

Labeling Experience

Director, AI Engineering at Visa (responsible GenAI, NLP tagging/summarization, and RAG-based knowledge retrieval).

DocumentText Summarization

Led end-to-end delivery of real-time GenAI conversation summarization and auto-tagging workflows, translating customer support interactions into structured outputs for downstream use. Implemented explainability and responsible AI pipelines to support compliant model behavior and reduce incident rates in production environments. • Labeled/derived structured tags and summaries from live conversation text for CRM-integrated support workflows. • Defined user workflows and success metrics to improve case data accuracy and reduce post-call documentation time. • Built LLM integration standards supporting RAG, reranking, agent orchestration, and agentic workflows. • Increased interaction and downstream resolution quality via NLP solutions such as intent detection, summarization, and semantic search.

2023 - 2026

Senior Engineering Manager at Oracle (structured service design supporting data processing for regulated enterprise environments).

OtherDocumentEntity (NER) Classification

Architected and deployed data services and AI-adjacent platforms that required structured extraction, classification, and secure handling of enterprise identity/access and transaction-related information. While not explicitly described as labeling, the role involved designing pipelines and services supporting structured data processing in production. • Engineered high-performance services that enabled structured data handling for enterprise identity and access contexts. • Designed secure distributed systems and integrations that supported downstream analytics and model-ready data flows. • Improved latency, throughput, and observability coverage for multi-region enterprise deployments. • Established security and compliance practices that enabled reliable production processing of sensitive regulated data.

2021 - 2023

Team Lead at Amelia (intent detection, entity extraction, hallucination prevention, and conversation analytics).

TextEntity (NER) Classification

Led Voice AI and Conversational AI initiatives using NLP/ML methods such as intent classification, entity extraction, and contextual dialogue management. Implemented governance, observability, and analytics frameworks to monitor intent accuracy, latency, fallbacks, and hallucination risks. • Produced labeled intent and entity outputs for conversational routing and response generation. • Built intent-routing and knowledge retrieval pipelines with ML-driven dialogue orchestration. • Tracked and evaluated intent resolution quality using real-time accuracy and fallback analysis. • Improved model reliability and customer satisfaction by monitoring and reducing hallucinations.

2017 - 2019

Education

Work History