About
Strategic and insight-driven Data & Operations Analyst with 3+ years of experience in banking, manufacturing, and public sectors, specializing in customer experience optimization and performance intelligence. Proven ability to leverage data analysis, A/B testing, and CRM optimization to reduce costs, improve SLAs, and enhance client satisfaction. Adept at building Power BI dashboards and automating reporting, I am passionate about driving global data operations initiatives, strategic intelligence, and digital transformation.
Work
HCL Technologies
|Help Desk Analyst
Belfast, UK, United Kingdom of Great Britain and Northern Ireland
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Summary
Currently serving as a Help Desk Analyst at HCL Technologies, providing critical data analysis and operational support for Cynergy Bank to enhance customer experience and operational efficiency.
Highlights
Designed and implemented interactive Power BI dashboards, visualizing key contact center KPIs including average handling time and call resolution rates, to enhance operational transparency.
Led trade-related data transformation and remediation efforts, significantly enhancing data accuracy across customer and transaction datasets by 22%.
Supported SLA performance analytics and exception reporting, improving SLA adherence by 15% through meticulous root cause analysis of delayed resolution cases.
Integrated CRM data from Salesforce and Service Point, streamlining customer support cycle tracking and reducing ticket backlog by 18%.
Assisted in designing A/B test simulations to evaluate new call routing strategies, resulting in a 7% improvement in first contact resolution.
TM Automotive Seating Systems
|Business Analyst and Project Manager
Sangli, India, India
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Summary
Managed business analysis and project management initiatives at TM Automotive Seating Systems, optimizing production, supply chain, and internal support processes.
Highlights
Reconciled complex production and supply chain data using SAP and Excel, ensuring seamless alignment between ERP records and critical delivery operations.
Contributed to commercial value cases and ROI analyses for cost-saving projects, directly increasing revenue by 15% through improved inventory tracking.
Redesigned internal customer support ticketing workflows by conducting thorough stakeholder interviews and business requirement workshops.
Managed risk-mitigation efforts by developing operational control dashboards and delivering real-time escalations to leadership.
Documented comprehensive operational flows, regulatory process enhancements, and audit-mandated compliance data to ensure adherence to industry standards.
DRDO (DLS)
|Technical Product Engineer (Intern)
Pune, India, India
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Summary
Performed optimization studies and coordinated critical component delivery as a Technical Product Engineer Intern at DRDO, India's government defense organization.
Highlights
Performed optimization studies utilizing ANSYS and Excel, successfully reducing production costs and enhancing component durability for critical defense parts.
Coordinated effectively with vendors, stakeholders, and project teams, ensuring timely delivery of critical components for advanced defense systems.
Mentored junior interns and supported collaborative efforts, streamlining communication and performance tracking within the engineering team.
Education
Queen's University, Belfast
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MSc
Business Analytics
Grade: First Class
Courses
Marketing Analytics
Data-Driven Decision Making
Artificial Intelligence
Statistics for Business Analysis
Data Management
Advanced Analytics & Machine Learning
HR Analytics
Data Mining
PVP Institute of Technology
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Bachelor's
Mechanical Engineering
Grade: First Class
Courses
Machine Design
Drawings
Metallurgy
Business Planning
Strength of Materials
Theory of Machines
Fluid Mechanics
Thermodynamics
Awards
Winner, Data for Good Hackathon (2023)
Awarded By
Queen's University, Belfast
Awarded for developing a data-driven solution for NHS healthcare analytics.
2nd place in National Go-Karting Championship
Awarded By
National Go-Karting Championship
Achieved second place in a national-level go-karting competition.
Languages
English
Hindi
Marathi
Skills
Data Analysis & Intelligence
Customer Insight, Contact Centre Analytics, SLA Reporting, Ticket Lifecycle Analysis, A/B Testing, Root Cause Analysis, Data Transformation, Data Remediation, Performance Analytics, CRM Data Integration, KPI Visualization, Business Intelligence, Predictive Modeling, Market Analytics, Competitive Data Visualization, Operational Intelligence.
Tools & Technologies
Power BI (Advanced), Tableau, Excel (Pivoting, VBA Macros), SQL, Python (Pandas, Scikit-learn), R, SAP, Salesforce, ServiceNow, Firmstep CRM, Power Apps, Power Automate, ANSYS, Azure, Databricks.
Project & Operations Management
Project Management, Business Analysis, Stakeholder Management, Requirements Gathering, Workflow Redesign, Risk Mitigation, Operational Control, Real-time Escalations, Process Documentation, Regulatory Compliance, Audit Alignment, Supply Chain Management, Inventory Tracking, Agile, UAT, Data Governance, Performance Monitoring.
Soft Skills
Client Engagement, Reporting, Insight Communication, Mentoring, Team Collaboration, Customer Experience, Strategic Thinking, Time Management, Multi-agency Coordination, Continuous Learning, Problem Solving, Critical Thinking, Digital Transformation.
Interests
Hobbies
Cricket, Traveling, Stock Market Investing, Reading.