Sep 2010 – Aug 2016 · 5 yrs 11 mos · Bangalore

• Leading a part of Hewlett Packard’s eCommerce Analytics team providing research and analytics services across varied domains in the ecommerce value chain
• Market Share & Analytics
• Enabled market analytics by setting up segment and price band based market share reporting.
• Developed the ongoing analytics around portfolio gaps identification and price competitiveness
• Attach Intelligence :–
• Led the attach intelligence initiative to Determine the Right Place and the Right Product to cross sell on the HP Shopping store of America
• Analyzed past Visitor behavior, researched e-tail and competitor websites to propose cross sell touch points
• Developed and Implemented an algorithm in SQL to obtain the top 16 Recommended SKUs to promote on PC detail pages with optimal product ranking
• Portfolio & Configurator Optimization:-
• Configure to Order Vs Ship to Order to help fill portfolio gaps with pre-configured SKUs
• Configurator optimization Analysis recommended optimum number of options in configurator to improve user experience and drive upsell
• Reducing product returns:-
• Analysis of unstructured text data, recommendations resulted in reducing returns by 7%
• Total Customer Experience Survey Analytics :-
• Web Exit Survey – Design & analysis to gather feedback around web content, functionality, look & feel and Navigation. Aimed at creating a compelling online experience
• Product Purchase Survey – Analysis to gather feedback around purchase process, payment options
• Post Purchase Survey – Analysis around delivery, set up and product
• IVR Optimization :-
• Helped understand the bottlenecks in the IVR system and optimize its efficiency. Recommendations helped reduce IVR call drops ~ 28%.
• Internal Search analysis :- Optimization of site search to improve user experience
• Banner Analysis :- Determine the impact of banner positioning
• Business Intelligence:-
• Developed multiple dashboards in Qlikview/Tableau connecting to SQL to measure business metrics

Sep 2005 – Aug 2010 · 4 yrs 11 mos · Gurgaon, India, Boston MA, Atlanta GA, Dallas TX

• Led the utility accounts of the organization in call center call quality process transition, while being responsible for team management, operational delivery, projects and business reviews. Managed multiple teams and clients.
• Sr Team Leader – America Utility Accounts
• Owned the setup, process transition and management of three utility accounts (Nstar, Exelon and AllConnect) covering 3 leads and 20+ headcount
• Created value add projects roadmap for these accounts and follow through to execution
• Setting up targets for the processes & reviews
• Managing engagement relationship and weekly/monthly/quarterly reviews with the Clients & Operations teams
• Providing reports and studies based on call evaluations to achieve specific client objectives (Sales improvement, FCR improvement, QA and Customer experience correlation)
• Calibration to ensure consistent call scoring within the quality team
• Involved in onsite training & process migration.
• Responsible for Maintaining required staffing levels according to call flow
• Set up of Dashboards and reporting summarizing performance at team leader, Line of business, Manager and center level
• Providing reports to Individual agents to view their own results, listen to scored calls, and review feedback to help them improve their performance

Mar 2003 – Sep 2005 · 2 yrs 6 mos · Gurgaon, India

• Worked for the telecom giant AT&T’s long distance Campaign as a Customer Care & billing specialist.
• Customer Care Officer – AT&T
• Job Profile included solving customer’s query regarding services and billing and Cross Selling of additional services.
• Involved in Mentor-Mentee program for preliminary training and support new CCO’s on the floor.

Jan 2001 – Jan 2003 · 2 yrs · Gurugram, Haryana, India