Parul Sharma

Contribute as part of the Demand Excellence team to analyze product performance, customer trends, and demand fluctuations to support demand generation strategies. Track and analyze app behavior patterns such as add-to-cart frequency, page visits, and payment drop-offs to uncover high-intent customer segments and reduce churn by 12%. Collaborate with cross-functional teams to build targeted strategies for re-engagement based on customer journey analytics, increasing conversion potential by 15%.

Junior Data Analyst at Agrim Pvt Ltd. (2024-11 – Present)

• Contribute as part of the Demand Excellence team to analyze product performance, customer trends, and demand fluctuations to support demand generation strategies.
• Track and analyze app behavior patterns such as add-to-cart frequency, page visits, and payment drop-offs to uncover high-intent customer segments and reduce churn by 12%.
• Collaborate with cross-functional teams to build targeted strategies for re-engagement based on customer journey analytics, increasing conversion potential by 15%.
• Support periodic demand reviews with insights on customer behavior and product velocity, contributing to improve forecast accuracy and revenue planning by 10-15%.

Customer Support Executive at Teleperformance Pvt. Ltd. (2022-07 – 2024-06)

• Maintained and documented customer data and interactions via CRM systems, achieving high customer satisfaction and reliability.
• Conducted root-cause analysis of ticket escalations to improve process flow and reduce repetitive issues.
• Tracked and flagged negative sentiment cases from CRM logs, enabling targeted interventions and enhancing customer retention.

Customer Support Executive at Eclerx Pvt. Ltd. (2018-11 – 2022-07)

• Delivered high-quality customer support via voice and chat channels, maintaining a satisfaction score of over 90% consistently.
• Promoted to Subject Matter Expert (SME) for consistent performance and process knowledge; supported junior team members through floor support and refresher sessions.
• Assisted team leads in documenting frequently encountered issues, improving first-call resolution rates.

Bachelor of Tourism Management in Tourism Management – Kurukshetra University (2015-08 – 2018-06)