Mahendra Sai Divi
Dublin,Ireland
Summary
Analytically-driven professional with a Master's in AI in Medicine and Bachelor's in Computer Science, complemented by 7 months of hands-on customer experience in the energy sector. Proven ability to process high-volume interactions (65+ daily) while maintaining objectivity and professionalism under pressure. Strong technical foundation in machine learning and pattern recognition combined with demonstrated resilience in handling diverse customer situations. Seeking to leverage analytical expertise, emotional intelligence, and commitment to online safety in a Trust and Safety role.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Agent (Part-Time)
Yuno Energy
Dublin, Ireland
04.2025 - Current
- Process 65+ customer interactions daily across phone, email, and chat channels while maintaining quality and accuracy standards
- Resolve complex billing disputes and account concerns by analyzing customer data objectively and applying company policies consistently, regardless of emotional context
- Explain technical billing systems and application functionality to diverse customers with varying levels of technical understanding
- Handle sensitive account information with strict confidentiality and data protection compliance
- Maintain professional composure and emotional resilience when managing frustrated or distressed customers in high-pressure situations
- Work flexible weekend shifts as part of rotating schedule to ensure continuous customer support coverage
- Adapt quickly to policy updates and procedural changes, ensuring consistent application across all customer interactions
- Identify patterns in customer issues and provide feedback for process improvements
- Demonstrate ability to remain objective and unbiased, making decisions based on guidelines rather than personal opinions
Technical Intern
Defence Research and Development Organisation (DRDO)
, India
01.2024 - 03.2024
- Worked on CUDA programming and GPU optimization for radar and communications systems
- Analyzed technical data and made evidence-based recommendations in a high-security environment
- Handled sensitive defense-related information with discretion and maintained strict confidentiality protocols
- Developed resilience working in structured, policy-driven organization with rigorous compliance requirements
Machine Learning Intern
Global Quest
, India
10.2023 - 12.2023
- Developed and trained machine learning models for data classification and pattern recognition tasks
- Applied analytical frameworks to complex datasets requiring objective evaluation and decision-making
- Collaborated with cross-functional teams to implement AI solutions while adhering to project specifications
- Demonstrated ability to work with large volumes of data while maintaining accuracy and attention to detail
Education
Master of Science - Artificial Intelligence in Medicine
University College Dublin (UCD)
Dublin, IrelandBachelor of Science - Computer Science
MVJ COLLEGE OF ENGINEERING
Bangalore, India 09.2020 - 06.2024
Skills
- Machine Learning
- Pattern Recognition & Data Classification
- Critical Thinking & Logical Decision-Making
- High-Volume Interaction Management
- Policy Compliance & Guideline Adherence
- Objective Issue Resolution & Escalation
- Emotional Resilience Under Pressure
- Clear Communication in Challenging Situations
- Exceptional Attention to Detail
- Strong Stress Management Skills
- Shift Flexibility (24/7 Availability)
- Quick Adaptability to New Systems
- R
- Python
- Machine Learning Frameworks
- Microsoft Office Suite
- CRM Systems
- Data Analysis Tools
- AI Model Development
Key Strengths For Trust Safety Role
- Volume & Accuracy: Proven track record processing 65+ daily interactions with consistent quality
- Objectivity: Technical background ensures data-driven, bias-free decision-making
- Resilience: 7 months managing challenging customer situations while maintaining professionalism
- Pattern Recognition: ML expertise translates directly to identifying policy violations and content classification
- Ethical Framework: Healthcare AI training emphasized responsible handling of sensitive information
- Adaptability: Successfully transitioned from technical roles to customer-facing position, demonstrating versatility
Additional Information
Stamp 1G application submitted (valid work permit for Ireland), Fully available for 24/7 rotational shifts including mornings, evenings, nights, weekends, and bank holidays, Quick learner with proven ability to master new platforms and moderation tools efficiently, Understanding of role requirements including exposure to sensitive content and need for emotional resilience
Key Competencies
Machine Learning & AI Model Development, Pattern Recognition & Data Classification, Critical Thinking & Logical Decision-Making, Advanced Computer Systems Proficiency, Statistical Analysis (R Programming), High-Volume Interaction Management (65+ daily), Policy Compliance & Guideline Adherence, Objective Issue Resolution & Escalation, Emotional Resilience Under Pressure, Clear Communication in Challenging Situations, Exceptional Attention to Detail, Bias-Free Decision Making, Strong Stress Management Skills, Shift Flexibility (24/7 Availability), Quick Adaptability to New Systems
Languages
English
Advanced
C1
Timeline
Customer Experience Agent (Part-Time)
Yuno Energy
04.2025 - Current
Technical Intern
Defence Research and Development Organisation (DRDO)
01.2024 - 03.2024
Machine Learning Intern
Global Quest
10.2023 - 12.2023
Bachelor of Science - Computer Science
MVJ COLLEGE OF ENGINEERING
09.2020 - 06.2024
Master of Science - Artificial Intelligence in Medicine
University College Dublin (UCD)