ABU BAKAR BIN FATEH

Owns product modules for an AI-powered operating system for insurance brokerages, covering quoting, binding, renewals, and client servicing. Designs and evolves system architecture across CRM, automation engine, and carrier API integrations to balance scalability with fast startup delivery. Builds voice and chat agents that handle client conversations such as renewal reminders, quote follow-ups, and policy servicing without relying on rigid call trees. Implements RPA to automate repetitive carrier portal and back-office tasks where clean APIs are unavailable. Builds a drag-and-drop automation engine enabling workflows triggered by quote status, policy events, and dates, and acts as the primary technical point of contact for founders and stakeholders to convert business requirements into production-ready features.

Owned LLM-based features for an auto dealership CRM, including automated lead-response generation, from design through production rollout. Started voice AI with ElevenLabs + OpenAI, then evolved to a custom in-house trained voice AI model to improve control over latency, tone, and dealership-specific conversation flows. Built a custom AI chat agent aligned to the same conversation logic and knowledge base as the voice agent. Designed synced memory across voice agent, chat agent, and the CRM so lead context persists across channels. Implemented RAG-based retrieval over dealership inventory and FAQ data to ground responses in listings and pricing. Added lead-scoring and intent classification to route hot leads to sales reps in real time and nurture low-intent leads via automated sequences, coordinating across frontend, backend, third-party APIs, QA, and rollout with stakeholders.

Owned an AI-driven CRM product for blue-collar service businesses end-to-end, including lead tracking and job scheduling modules. Designed and built voice AI agents (ElevenLabs + OpenAI) for inbound call routing, intent detection, and appointment booking flows that schedule jobs directly to calendars. Implemented robust fallback and error-handling for dropped calls, missed intents, and after-hours handling to gracefully route to SMS or human handoff. Integrated QuickBooks, Google Calendar, and Zapier via REST APIs to unify scheduling, invoicing, and customer engagement, reducing manual double entry. Built automated SMS/call workflows and marketing triggers based on lead status and job lifecycle events, and partnered with founders to translate product requirements into technical scope and shipped iterations based on customer feedback.