Durgeshwer Singh

Data Analyst with hands-on experience in SQL, Excel, Power BI, Python (Pandas/NumPy), data cleaning, dashboard development, and KPI reporting. Combined with 4+ years of experience at Concentrix, progressing from Customer Advisor to SME and Team Leader, I have developed strong analytical and problem-solving skills by analysing performance trends, identifying root causes, and turning operational data into actionable insights. Passionate about using data to support business decisions and improve performance.

Team Leader — Operations & Business Intelligence at CONCENTRIX (2023-01 – 2024-12)

• Developed and maintained KPI performance dashboards to improve visibility into team performance, operational metrics, and SLA adherence.
• Automated recurring operational reports using Advanced Excel and Power BI, transforming raw datasets into actionable performance insights for stakeholders.
• Analyzed individual and batch-level performance metrics to identify improvement opportunities and support data-driven coaching and workforce decisions.

Senior Subject Matter Expert (SME) / Customer Advisor (CL-11) at CONCENTRIX (2021-01 – 2023-12)

• Progressed to Senior SME through consistent performance across CSAT, quality, productivity, and operational targets.
• Performed root-cause and trend analysis on customer escalations and operational issues, contributing to workflow improvements and a reported 30% reduction in operational errors.
• Trained and supported 10–12 onboarding batches, using performance observations and metrics to improve process understanding and consistency.

Data Analyst INTERNSHIP at IIM SKILLS

Delivered a multi-sheet Excel workbook (30,000-row raw dataset + 4 structured task sheets) presenting keyword ID reference tables, the main classification table, lookup summary tables, and a database-upload readiness report — used as the client-facing deliverable alongside the SQL/Python pipeline

• Designed a normalized MySQL database structure with four integrated lookup tables to organize data and support efficient querying.
• Built dynamic Power BI dashboards to analyse SEO traffic patterns and customer conversion trends for business review.
• Cleaned, transformed, and analysed 25,000+ SEO keyword records using Python (Pandas and NumPy), including pre-processing and data-quality improvement activities
• Built an interactive Excel dashboard with KPI cards, dynamic charts, and a model-results panel to visualize SEO performance across 30,000 keywords and 21 topic categories

Senior Secondary School Education – MDH International School, Dwarka

Bachelor of Commerce in B.Com. Programme – Delhi University

Data Analytics Course in AI/ML Frameworks – IIM SKILLS