Akhilesh Chaudhari

Operations Associate

Gurugram, Haryana, India9 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

8 years of experience in data analysis and visualization.
Proficient in SQL, Tableau, and Python for impactful insights.
Led initiatives improving customer experience and operational efficiency.

Stackforce AI infers this person is a Data Analyst with expertise in Telecommunications and E-commerce analytics.

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Skills

Core Skills

Data AnalysisData VisualizationBusiness Analysis

Other Skills

SQLTableauIVR journey analyticsETLStorytellingCollaborationCross-team CollaborationProblem SolvingRequirements GatheringGitYellowbrickHiveGoogle BigQueryScaled Agile FrameworkStrategic Planning

About

Seasoned Data Analyst with 8 years of expertise in data analysis, developing insightful dashboards, and deriving actionable insights to support strategic decision-making. Proficient in SQL, Tableau, MS Excel, and Python, with a proven track record of delivering impactful results.

Experience

9 yrs 9 mos

Total Experience

2 yrs 5 mos

Average Tenure

4 yrs

Current Experience

American express

2 roles

Manager - Data Analytics

Aug 2024 – Present · 1 yr 10 mos · Gurugram, Haryana, India

Senior Analyst- Product Development

Jun 2022 – Aug 2024 · 2 yrs 2 mos · Gurugram, Haryana, India

As a member of the Interactive Voice Response (IVR) capability team, I:
Provide MIS and analytics support for the IVR migration from legacy systems to the Connex platform, as well as for multiple enterprise initiatives like VoiceID (voice-based caller verification), Authorization Modernization Program (AMP), and VoiceToChat (routing callers to chat for faster service).
Conduct IVR journey analytics, delivering key insights to improve self-service and customer experience within the IVR system.
Create and manage IVR ODLs, ensuring efficient data extraction from SOR tables in Infomart, GAAP, and C360 for quick analytics and reporting.
Develop user-friendly Tableau dashboards that empower stakeholders to independently access data & insights.

SQLTableauData AnalysisData Visualization

Genpact

Assistant Manager

Mar 2021 – Jun 2022 · 1 yr 3 mos · Gurugram, Haryana, India

Being part of continuous cost monitoring team which managed turbine outage workflow for client, I used to:
Conduct analyses and provide key insights to optimize workflow completion time and outage cost.
Standardize and simplify database queries and views to extract data efficiently.
Develop Tableau dashboard for monitoring and providing key insights to the stakeholders.

SQLTableauData AnalysisData Visualization

Blinkit

Senior Analyst

Nov 2019 – Mar 2021 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

As part of the Customer Experience Analytics team, I led analytics initiatives to:
Enhance the efficiency of voice, chat, and email teams using KPIs such as Customer Satisfaction Score (CSAT), Average Handling Time (AHT), and First Call/Chat Resolution (FCR).
Improve Net Promoter Score (NPS).
Reduce customer complaints related to missing items, poor quality, and delivery delays.
Create ETLs to seamlessly transfer data from S3 Buckets to Amazon Redshift for voice, chat, and email analytics.
Automate reporting to account for losses from customer refunds and cashbacks.

SQLTableauData AnalysisData Visualization

Oracle financial services software limited

Associate Consultant

Aug 2016 – Oct 2019 · 3 yrs 2 mos · Bengaluru, Karnataka, India

Gather requirements and implement solutions for enhancement of Flexcube Universal Banking Solution product.
Implement regulatory changes such as GDPR and SEPA Rulebook compliance.

SQLData AnalysisBusiness Analysis