Nguyen Duc Linh

In the Customer Service Chatbot team at MoMo, a leading fintech company in Vietnam, I focused on data analytics and AI applications to enhance customer support systems. The team's primary objective was to optimize chatbot performance, reduce response errors, and improve overall customer satisfaction in a high-volume digital service environment.

• Conducted in-depth analysis of chatbot response errors, identifying root causes including data inconsistencies, NLP logic gaps, and process inefficiencies. Proposed and implemented systematic optimizations, such as refined training datasets and logic adjustments.
• Developed real-time performance monitoring dashboards using Looker Studio, incorporating key metrics like response accuracy, resolution time, and user feedback trends.
• Implemented automated alert systems for detecting data anomalies and emerging customer issues on an hourly basis, integrating tools like Apache Airflow for scheduling and n8n for workflow automation.
• Applied advanced AI and NLP models for sentiment analysis, issue categorization, and content summarization of customer queries using Prompt Engineering, RAG, and LLMs.
• Automated query scheduling, task distribution, and reporting processes to streamline operations, ensuring seamless integration with existing customer service workflows.

As part of MoMo's Corporate Data Office team, I concentrated on data engineering tasks to support enterprise-wide data infrastructure. The CDO team was responsible for building and maintaining robust data pipelines, ensuring data quality, and enabling analytics for various business units.

• Designed, developed, and maintained three end-to-end ETL pipelines using Apache Airflow and Google BigQuery, aggregating data from various sources such as user events, transaction logs, and external APIs.
• Created a comprehensive Data Catalog for ETL tables by leveraging generative AI alongside code-based mapping of linear relationships.
• Revamped existing dashboards and built new ones in Looker Studio for monitoring key performance indicators.
• Participated in internal innovation challenges, developing a QA chatbot using LLMs, which earned 2nd place in MoMo's Master Challenge for GenAI.

At Collectius, a debt collection and management firm, I served as an MIS Analyst Intern, supporting operational data needs for call centers, finance, and risk management teams. The role involved automating processes, building reporting tools, and analyzing data to optimize collections strategies.

• Developed APIs and tools for automating customer allocation to call center teams, reducing allocation processing time from hours to near real-time.
• Engineered SSIS pipelines for daily data updates, automated report generation, and email distribution.
• Designed and deployed Power BI dashboards for sales analysis, KPI tracking, and performance monitoring across five teams serving over 60 employees.
• Created Python-based automation scripts for document retrieval, bank statement preprocessing, and fee calculations.