Shital Kshirsagar

Results-driven Data Analyst with 5+ years of experience in Data Analytics, Business Intelligence, Customer Analytics, and Predictive Modeling across Telecom, IT Consulting, and Automotive domains. Skilled in Python, SQL, Power BI, Excel, ETL, Data Wrangling, EDA, Dashboard Development, Statistical Analysis, and Machine Learning. Experienced in transforming complex datasets into actionable insights, automating reporting workflows, improving operational efficiency, and supporting data-driven decision-making through KPI tracking, retention analytics, and business performance analysis.

Analyst – Customer Analytics - EClerx Services Ltd. - Pune, Maharashtra

(2024-12 - 2026-03)

• Analyzed customer billing, service, and plan usage data for 10,000+ accounts to identify behavioral trends and drive measurable improvements in customer retention rates.
• Leveraged ACSR and Einstein 360 platforms to evaluate customer eligibility, monitor usage patterns, and assess service performance, improving data accuracy across customer records.
• Performed in-depth analysis of billing cycles, ledger entries, and plan utilization to identify cost inefficiencies and deliver actionable cost optimization strategies to stakeholders.
• Conducted comprehensive churn analysis using Python and SQL, identifying top churn drivers and enabling proactive retention interventions that supported customer satisfaction goals.
• Raised, tracked, and resolved 100+ escalation cases using ECM for billing discrepancies, service disruptions, and ownership changes, ensuring timely and accurate issue resolution.
• Built 10+ analytical reports and interactive dashboards using Power BI to monitor customer behavior, operational KPIs, and service utilization trends for senior leadership visibility.
• Analyzed agent performance metrics including AHT, NPS, and conversion rates, delivering data-driven insights that improved team productivity and operational efficiency.
• Promoted to Floor Support role within the team, providing real-time data insights and analytical guidance to team members to enhance overall performance outcomes.
• Selected as Xfinity Product Ambassador (XPA) to perform product performance analysis, evaluate promotional effectiveness, and track customer adoption trends across key service lines.
• Tracked competitor offerings and conducted gap analysis, delivering process improvement recommendations backed by customer feedback and agent performance data.
• Automated reporting workflows and performance analysis processes, reducing manual reporting effort and enabling faster, data-driven business decision-making.

Data Analyst - AlifCloud IT Consulting - Pune, Maharashtra

(2024-05 - 2024-12)

• Extracted, processed, and analyzed large-scale US client datasets, including market intelligence data sourced from LinkedIn, to support business development and strategic analysis initiatives.
• Processed, cleaned, and transformed datasets of 50,000+ records using Python, Advanced Excel, and Power BI, ensuring high data accuracy, consistency, and reliability for reporting.
• Designed and developed 8+ interactive dashboards and reports using Power BI and Excel, converting complex raw data into clear, actionable business insights for stakeholders.
• Collaborated with cross-functional stakeholders to gather reporting requirements, align on KPIs, and deliver data-driven recommendations supporting strategic business objectives.
• Conducted KPI tracking, trend analysis, and business performance reporting, enabling leadership to make informed decisions and identify revenue growth opportunities.
• Automated repetitive reporting and ETL data processing workflows using Python, reducing manual effort by 30% and improving overall operational efficiency.
• Analyzed key performance metrics for a Microsoft Services Distributor across multiple product lines to identify business opportunities, performance gaps, and areas for revenue improvement.
• Delivered comprehensive analytical reports and data visualizations using Power BI and Excel to support both day-to-day operational execution and long-term strategic planning.

Business Operations Analyst - Riya Motors – Bosch - Solapur, Maharashtra

(2020-01 - 2023-12)

• Conducted detailed analysis of Bosch-certified vehicle maintenance, repair, and spare parts data across 4+ years to identify revenue trends, service demand patterns, and growth opportunities.
• Performed Profit and Loss (P&L) analysis for vehicle service operations and spare parts sales, delivering financial insights that supported profitability improvement strategies.
• Generated 20+ comprehensive business reports on service performance, revenue, profitability, warranty claims, and customer trends for management review and strategic planning.
• Evaluated customer service history across 4,000+ records to identify repeat customers, uncover upsell opportunities, and recommend operational improvements to enhance satisfaction.
• Analyzed spare parts usage and inventory data to optimize stock planning, reduce shortages by identifying high-demand parts, and improve overall service revenue efficiency.
• Collaborated with Bosch distributors on purchase planning, inventory optimization, and sales tracking to ensure seamless supply chain operations and minimize stockouts.
• Coordinated with 6 major insurance providers; including ICICI Lombard, Oriental Insurance, United India Insurance, Reliance Insurance, TATA AIG, and Bajaj Allianz for efficient claim processing and service approvals.
• Identified top high-revenue services and frequently demanded spare parts, enabling proactive inventory management and maximizing workshop revenue potential.
• Monitored warranty claims, insurance-based service trends, and customer behavior patterns to support data-driven strategies for sustainable business growth.
• Delivered data-driven operational insights and performance reports using Advanced Excel, improving workshop utilization, resource allocation, and overall business performance.

M. Tech - Electronics - WIT, Solapur (2022)

B.E. - Electronics & Telecommunication - WIT, Solapur (2019)