CS Operations Data Analyst - Responsive (Formerly RFPIO) - Coimbatore, IND
(2023-08 - 2026-05)
- Created reporting 15+ dashboards in power BI, Excel and Tableau to analyze customer engagement trends across the tools.
- Conducted survey analysis and provided insights that improved campaign effectiveness by 12%
- Collaborated with cross-functional teams to gather requirements and deliver actionable BI reports.
- Documented processes and created SOPs, improving communication between stakeholders and technical teams.
- Performed competitor research and data analysis to inform product positioning strategies.
- Analyzed 150K+ User datasets using SQL to identify prescribing trends and optimize reporting accuracy.
- Used Excel (Pivot Tables, VLOOKUP, Macros) to analyze data, automate tasks, and support reporting.
- Built 15+ ad hoc performance dashboards to help managers track operational efficiency.
- Conducted exploratory data analysis to identify improvement opportunities in service delivery.
- Engineered a centralized Churn and Forecast Tracker using advanced Excel (Power Query, Index-Match, Array formulas) to monitor Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), improving forecast accuracy for upcoming renewals.
- Developed a churn prediction model by synthesizing customer health score variables, allowing the CS team to proactively engage high-risk accounts before contract expiration.
- Established a cross-functional framework to capture and quantify customer sentiment, providing leadership with actionable data on adoption barriers and retention drivers.
- Architected Gainsight infrastructure, including Data Designers and Rules Engines, to automate Call-to-Action (CTA) triggers and maintain real-time customer health profiles.
- Managed Salesforce reporting ecosystems, designing custom dashboards and configuring role-based access to streamline data visibility for department stakeholders.
- Optimized support operations in Zendesk by tracking ticket resolution cycles and monitoring CSAT, Pulse, and Health Score trends to ensure service level agreement (SLA) compliance.
- Leveraged LLMs (ChatGPT, Gemini, Copilot) to analyze Chorus transcript data, utilizing AI-driven scripts to identify market trends and customer pain points from recorded Zoom sessions
- Reduced the ~60% of manual work by Automating data for sentiment analysis workflows, reducing the manual effort required to process qualitative customer feedback by integrating AI tools into the analysis pipeline.
- Synthesized complex datasets into Quarterly Business Reviews (QBRs), delivering executive-level decks that highlighted performance metrics and provided data-backed strategic recommendations.
- Identified key growth opportunities and operational bottlenecks through time-series reporting, influencing departmental decision-making for the upcoming fiscal year.
- Engineered agentic workflows by connecting Claude and ChatGPT to Power BI via MCP servers in Visual Studio, automating complex DAX generation and advanced data modeling.
Business Analyst - Simplilearn - Bengaluru, IND
(2022-09 - 2023-04)
- Developed and deployed end-to-end Power BI reports and dashboards, leveraging Power BI Desktop and Power BI Service for web and mobile accessibility.
- Engineered complex ETL pipelines using Power Query and Azure Data Factory, performing advanced transformations like Merging, Appending, and Unpivoting columns.
- Optimized data modeling by implementing Star and Snowflake schemas, accurately identifying Dimension and Fact tables to ensure high-performance reporting.
- Authored advanced DAX expressions, utilizing Time Intelligence, Filter, and Statistical functions to create custom Calculated Columns and Measures.
- Integrated diverse data sources, including SQL Server, Azure SQL Database, JSON, and Azure Data Lake Storage, to build unified datasets.
- Designed interactive visualizations using Custom Visuals, Gauges, and Slicers, incorporating Drill-through filters for deep-dive analysis.
- Enhanced user experience by implementing advanced reporting features such as Bookmarks, Parameters, and Row-Level Security (RLS) for data privacy.
- Managed data refresh cycles by configuring On-Premise Data Gateways and scheduling automated refreshes to maintain real-time data accuracy.
- Facilitated business intelligence by gathering and documenting requirements to transform raw data into Strategic Dashboards shared with cross-functional stakeholders.
Business developer Manager - Simplilearn - Bengaluru, IND
(2021-06 - 2022-09)
- Managed Salesforce Campaigns & Lead Distribution, automating "fair-share" routing to optimize team-wide Lead Velocity and productivity.
- Analyzed Conversation Intelligence from Zoom/GMeet transcripts to extract Market Trends and actionable customer pain points.
- Engineered Salesforce Reporting to track Campaign ROI, lead conversion rates, and the quality of high-intent professional prospects.
- Leveraged Qualitative Data Analysis to refine Communication Scripts and messaging patterns, directly improving team Closing Ratios.
- Streamlined CRM Workflows by integrating meeting insights into Strategic Trends and automated Lead Assignment processes.
Business Developer Administrator - Vedantu Edtech - Bengaluru, IND
(2021-01 - 2021-06)
Chemical Engineer - Catler India auto parts Pvt Ltd - Bengaluru, IND
(2020-01 - 2021-03)
