Oct 2020 – Jul 2021 · 9 mos

• Develop multi-stage machine learning models to predict the likelihood of customer conversion. This optimizes customer support operations, benchmarks conversion rates, optimizes spending, and provides robust support for the Call Quality Audit Team.
• Led analysis team to determine that conversion rates are influenced by the time gap between booking and appointment. Conducted A/B testing to assess the impact.
• Guided Teammates and build a structure to optimize resource planning every month at customer support, Tele-sales project, ad- hoc analysis, monthly business reviews, data request, Power-BI dashboards, reports and models.

May 2019 – Oct 2020 · 1 yr 5 mos

• Design & created executive reports, built detailed RCA dashboards for different business funnels, defined agent performance metrics & various reports, carry out various Ad-hoc analysis time to time to mine the improvement area.
• Analyzed customer geo-locations and redirected calls from non-operational areas away from customer support. Recommended high-opportunity non-operational areas for potential store setups.
• Optimized Resource Planning to reduce call drop, idle time, break time, wrap time & higher connectivity.
• Build an algorithm to determine high bidding dealers for an auction.
• Establish higher conversion from Home Inspection (HI) versus Non-HI through survey design and ROI analysis
• Redefine & re-built the marketing channel attribution logic.

Jul 2018 – May 2019 · 10 mos · Gurgaon, Haryana, India

• Build a tableau dashboard to measure the impact of various user interface AB tests on business metrics, collaborating with Test Owners to identify and evaluate test performance on intended and unintended metrics
• Worked on Time Series Forecasting in Python to track movements across business funnel in a quick fashion.
• Minimize Marketing spend by building a data model to predict buying probability of old buyers.
• Led LR GOLD expansion, managing AB tests, surveys, and achieving fourfold daily adoption increase. Coordinated cross-team collaboration for successful execution.

Jul 2017 – Jul 2018 · 1 yr · Gurgaon, India

• Brand Performance Analysis
• Developed reports that contain different KPIs (Key performance Indicators) for multiple pharma drugs
• to track their market performance. This analysis helps brand team to strategize their business model
• Understood business requirements & translated it to SQL queries to extract relevant data from several
• large databases
• Automation
• Automated & optimized end to end business operations which involves structuring of data,
• extraction of data from AWS and processing it on SQL/Excel to create final deliverable reports
• Developed a user-friendly Excel-VBA tool to create and mail Newsletters
• Created tool which helps sales representatives of a pharmaceutical company to analyze their
• performance

Jun 2016 – Jul 2017 · 1 yr 1 mo · Gurgaon, India

• Worked on healthcare data collected via various social media sources like Facebook, twitter, editorials, etc. I have introduced and developed the Relevancy Algorithm which along with sentimental analysis process generates a Brand Social Equity Score (BSES) and, thus, ranks various healthcare institutions & HCPs in various performance segments. This analysis based on social media buzz make the client to make well informed business decisions for the brand to perform better
• Analyzed social media data for various drugs which is further used to evaluate its impact on sales forecasting. Axtria presented this analysis at PMSA, 2017 at Florida with a great success