Company Info for celcomdigi.com | IcebreakerMembers
Led the charge in deploying transformative AI solutions and measure financial impact, leveraging over a decade of AI expertise to address complex business challenges. With a focus on generative AI (LLMs), Agentic AI and ML, I spearhead projects such as MMM, churn reduction initiatives, and customer segmentation, delivering actionable insights that enhance organisational performance.
My work includes building recipe recommendations (LLM) and sentiment analysis (ABSA) aligning data science/ AI innovations with business objectives.
Developed a lean Agentic RAG system that enhances traditional RAG with a dynamic agent for pre-generation decisions and tool selection. A router prompt categorizes queries (OpenAI docs, 10-K reports, web search) to activate specific handlers. OpenAI and 10-K queries use vector database (Qdrant) retrieval and RAG. Web queries utilize a web-access API (ARES). This architecture emphasizes reasoning for intelligent, adaptable retrieval, combining structured knowledge with real-time search to enable complex multi-step logic without external agentic frameworks.
By fostering robust MLOps practices and maintaining CI/CD pipelines, I ensure seamless operationalization of models while driving efficiency and collaboration.
Passionate about mentoring, I empower teams to elevate their technical capabilities and embrace cutting-edge methods in AI. My mission is to harness the power of data science to create scalable, responsible, and impactful solutions that align with organizational goals and customer needs. 
15 years' experience across tech, BFSI, defense, and global shared services. Built and led high-performing TA teams, reduced time-to-fill by 32%, cut agency spend by 90%, and improved interview-to-offer ratios from 4% to 83%. Experienced in implementing ATS/HRIS platforms, elevating employer branding, and partnering with senior leadership to align workforce planning with business priorities.
I architect hiring ecosystems powered by AI, shaped by human stories, and built to scale with heart, speed, and strategic intent. 
Currently managing IT Operations at Matter Labs, responsible for maintaining the IT infrastructure, tooling, onboarding/off boarding process, compliance of infrastructure security policies, device management, cost management, SLOs and all things IT. Working closely with Finance, People Operations and Security teams to empower 130+ employees to ship amazing Web3 products
As a Technical Operations Engineer II at Google, I managed the company's global IT from before WFH and after RTO, ensuring smooth and secure operations for thousands of employees and customers. I have 4 years of experience in IT problem and change management, data analysis, MacOS and ChromeOS support, project leadership, documentation, communication, and engagement.
I am also a US Dept of State fellow, a NASA and UN hackathon winner, and a 2x TEDx speaker, with a B.Sc. in Software Engineering. I am passionate about using technology and innovation to solve global challenges and empower communities.
My skills include:
System administration (Linux, Windows, MacOS), zero-trust security, identity access management, virtual machines, change management, problem management, technical writing, documentation, public speaking, VPNs, firewall, networking, virtualization, mobile device management (MDM), Git, Puppet, SQL, PHP 
I’m a marketer at heart who’s grown into a digital operator - a curious problem-solver who loves rolling up my sleeves, simplifying complexities, and making things work.
Over the last 20 years, I’ve worn many hats across telco, banking, and software, blending strategic vision with hands-on execution. Driving digital transformations, commercial growth, and operational uplifts that bring structure, speed, and purpose.
At CelcomDigi, I lead Digital Operations for Next-Gen Services, streamlining and building a rhythm behind digital growth, leading high-impact projects, and shaping governance frameworks that lift both experience and efficiency.
What keeps me going are people and progress, turning challenges into momentum, rethinking journeys, bringing new ideas come to life, and shaping teams into believers.
A few milestones along the way:
• Project led a post-merger harmonization of Digi and Celcom contact centre operations, enabling 20M customers to be served through a unified model.
• Doubled Citibank’s online acquisition share for credit cards within nine months.
• Built ASEAN GTM and pipeline strategies for SAS, driving regional adoption and growth.
• Launched Celcom’s first Developer Program, helping 30+ app startups commercialize within the telco ecosystem.
• Defined and launched new e-commerce platform and self-serve journeys, reshaping how Digi customers buy and engage online.
• Strengthened prepaid base management and lifecycle strategies through agile squads, improving usage and retention.
I've learned that digital success is rarely about technology alone, it's about rhythm, collaboration and clarity. Those are the things I build wherever I go. 
