Oct 2023 – Aug 2024 · 10 mos · Gurugram, Haryana, India · On-site

• Project 1: Performance & Features Analysis:
• 1. Analysed the performance of the AI bot within the customer support chat service to successfully scale AI usage in pre-delivery orders from 2% to 75%. Hence, leading to two significant improvements:
• a) This reduced average handling time (AHT) by 20% and first response time (FRT) by 65%.
• b) As 40% of chats are pre-delivery orders, increased AI usage cut agent workload and operational costs by 15%.
• 2. Conducted comprehensive performance analysis of product features for support services, leading to a 12% improvement in customer experience through strategic service feature redesigns.
• Project 2: Security Analysis & Real-time Performance Dashboards:
• 1. Developed real-time dashboards to monitor performance during high-demand periods, enabling the tech team to swiftly resolve issues and reduce service disruptions by 20%, ensuring a seamless customer experience.
• 2. Reduced refunds by 10% by analysing refund activities at the agent level and developing SQL logic to automatically suspend accounts of agents suspected of fraudulent refunds, implemented through a scheduled cron job.

Jun 2022 – Sep 2023 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Project 1: E-commerce:
• 1. Developed a process for order management, stock allocation, and fulfilment tracking in a spreadsheet, resulting in an 80% reduction in manual errors and a substantial boost in efficiency.
• 2. Drove sales growth by 28% through strategic marketing and inbound app leads, based on in-depth user activity analysis data from Amplitude.
• 3. Innovatively created real-time tracking of city-wise P&L, enabling more effective and calculated business operations and substantial cost reductions.
• 4. Devised and implemented pricing strategies to ensure profitability and documented daily operations SOPs.
• Project 2: Retail Outlet Commerce:
• 1. Designed sales and procurement business dashboards for the primary business of the company and utilised insights from these dashboards to plan monthly business targets, which resulted in 32% MoM growth.
• 2. Utilised purchase and sales data of past cattle trades to establish price points for cattle by mapping their features to prices in past trades. This increased average gross margin per cattle to 12%.
• 3. Led daily, weekly, and monthly Business review calls for 10 cities, conducting detail-oriented analysis of all business metrics and presenting reports on a company-wide level for course correction.

Feb 2022 – May 2022 · 3 mos · Gurugram, Haryana, India · On-site

• 1. Translated complex data sets into visually compelling charts and dashboards, resulting in solving business problems via data-driven decision-making.
• 2. Primary point of contact for data inquiries and requirements analysis, automating data flow and views, thereby increasing the response speed multi fold across cross functional teams.

Nov 2020 – Apr 2022 · 1 yr 5 mos

May 2019 – Jun 2019 · 1 mo · Delhi, India