Nishu Tomar

Results-driven Senior Business Analyst with 4.8+ years of experience translating complex business problems into data-driven solutions across EdTech and AI-powered CX platforms. Proven track record of building scalable SQL pipelines, Power BI dashboards, and automated reporting frameworks that have directly impacted 50,000+ end users and saved 15+ hours of manual effort weekly. Adept at partnering with cross-functional teams—Product, Engineering, Operations, and C-suite—to define KPIs, surface root causes, and deliver executive-ready insights.

Senior Business Analyst - Rezo.ai

(2026-05)

AI-Powered Customer Experience & Contact Center Automation Platform | Automotive & Enterprise Clients

• Lead end-to-end analytics delivery for enterprise clients across automotive and CX domains, owning KPI definition, dashboard development, and executive reporting from requirements to deployment.
• Partner cross-functionally with Product, Engineering, QA, DBA, and Operations teams to translate business requirements into robust analytical solutions, ensuring on-time, high-quality project delivery.
• Design and maintain SQL-based reporting pipelines and Power BI dashboards monitoring real-time call bot performance, SLA adherence, and customer satisfaction metrics across client accounts.
• Drive root cause analysis and funnel diagnostics on customer interaction data, surfacing actionable recommendations that directly influence client CX strategy and operational efficiency improvements.
• Automate recurring reporting workflows using SQL and dashboarding tools, eliminating manual overhead and enabling faster business decision cycles for client-facing teams.

Senior Business Analyst - Rezo.ai

(2026-05)

TVS Motor Company – Customer Experience & NPS Analytics

• Architected a multi-dimensional NPS analytics framework in Power BI, segmenting 10,000+ customer responses into Promoters, Passives, and Detractors across dealer networks, regions, and vehicle models—enabling leadership to pinpoint satisfaction gaps with surgical precision.
• Automated weekly NPS and CSAT survey reporting using SQL pipelines, reducing reporting turnaround time by ~60% and eliminating manual Excel-based consolidation across 100+ dealer touchpoints.
• Built executive-level dashboards adopted by senior leadership to track customer satisfaction KPIs in real time, directly supporting TVS Motor's dealer performance review and CX improvement roadmap.
• Delivered dealer-wise and model-wise performance scorecards enabling operations teams to benchmark service quality and prioritize underperforming segments for corrective action.

Senior Business Analyst - Rezo.ai

(2026-05)

Maruti Suzuki India - Hyperlocal Customer Experience Analytics

• Designed end-to-end funnel and drop-off analysis across voice and digital interaction channels, identifying 4 critical bottlenecks in customer service workflows and enabling process re-engineering that improved resolution rates.
• Built KPI scorecards and SLA adherence dashboards for operations managers, providing real-time visibility into ticket aging, first-response time, and service quality across 15+ geographic clusters.
• Automated daily and weekly operational reports using SQL, cutting manual reporting effort by ~10 hours/week and freeing analysts to focus on higher-value diagnostic work.
• Delivered data-driven business recommendations to client leadership, connecting operational metrics to customer satisfaction outcomes and enabling evidence-based decisions on staffing and process redesign.

Lead Business Analyst - PhysicsWallah Ltd

(2021-10 - 2026-05)

EdTech Unicorn | 10M+ Students | JEE, NEET & Foundation Programs

• Owned analytics across Sales, Academic, and Operations verticals, building the data infrastructure that powered decision-making for 50,000+ active students across 100+ offline centers nationwide.
• Engineered scalable SQL pipelines processing 1.6M+ student records on PostgreSQL and BigQuery, reducing average query execution time by 40% through indexing strategies, query rewrites, and materialized views.
• Automated 12+ recurring reporting workflows using Python (Pandas) and Apache Airflow DAGs, saving 15+ hours of manual analyst effort per week and delivering reports to stakeholders on a zero-touch schedule.
• Designed Power BI executive dashboards tracking revenue performance, batch utilization, student retention, and rank progression—adopted by VP-level stakeholders for weekly business reviews.
• Partnered with Academic leadership to build a weighted student scoring model combining attendance (30%), test performance (50%), and topic mastery (20%), enabling early identification of at-risk and high-potential students for targeted academic interventions.

Lead Business Analyst - PhysicsWallah Ltd

(2021-10 - 2026-05)

Student Performance & Ranker Identification Analytics

• Built a three-tier analytics system (center → batch → student) tracking 50,000+ students on engagement, attendance, and performance metrics, enabling batch managers to take data-backed intervention decisions in real time.
• Designed a weighted scoring model incorporating multi-variable performance indicators that accelerated identification of JEE/NEET ranker-potential students by 3x, supporting targeted mentorship allocation.
• Developed seat utilization and batch efficiency models across 100+ centers, surfacing 20%+ underutilized capacity and directly informing enrollment planning and center expansion decisions.
• Built automated ETL pipelines using Python and Apache Airflow to ingest, transform, and load daily assessment data into Power BI dashboards, reducing data latency from 48 hours to near real-time.
• Created batch-level performance dashboards adopted by Academic Directors across 5 regional clusters to monitor rank progression, topic coverage, and student dropout risk on a weekly basis.

Master of Business Administration - Business Analytics - Lovely Professional University

Bachelor - Psychology Hons - Asian International University