Sep 2022 – Dec 2022 · 3 mos · United States · Remote

Aug 2021 – Jul 2022 · 11 mos · Boston, Massachusetts, United States · Hybrid

• Identified academic and transition risks early through regular check-ins and one-on-one coaching, connecting students to targeted academic, financial, and campus resources to improve early engagement and retention.
• Partnered with university stakeholders to surface recurring student challenges and inform program improvements, strengthening the effectiveness of student support initiatives.
• Led mentoring for 20+ first- and second-year, first-generation undergraduate students using a structured, accountability-driven approach to support academic planning and goal attainment.

Feb 2022 – Jul 2022 · 5 mos · United States · Remote

• Built benchmarking and performance tracking solutions to monitor social media engagement and artist growth, helping the digital label team spend less time on manual analysis and focus more on insights.
• Improved the accuracy and consistency of global transactional sales reporting by revamping product categorization and data workflows, supporting reliable weekly reporting for Marketing and Audience teams.
• Streamlined ad hoc analytics work including KPI dashboards, gap analysis, data cleaning, and query optimization, enabling faster turnaround and smoother collaboration across teams in an Agile environment.
• Developed a live fan insights dashboard to track demographics, behavior, and genre preferences, supporting more informed fan segmentation and targeted marketing strategies.
• Designed and maintained ETL pipelines and API integrations, creating dependable data models that supported business processing and downstream analytics.
• Supported onboarding of senior technical team members through documentation, walkthroughs, and hands-on knowledge sharing, helping new hires ramp up more smoothly.

Sep 2021 – Dec 2021 · 3 mos · United States · Remote

• Partnered directly with senior leadership on a CEO-sponsored business problem, helping define success criteria and designing comparative dashboards to track and benchmark key performance indicators across franchise locations.
• Developed predictive models to address core business challenges, translating analytical findings into practical recommendations that leadership used to improve outcomes and reduce operational errors.
• Presented insights and recommendations to executive stakeholders, with proposed solutions adopted to support decision-making across the franchise network.
• Led and coordinated a cross-functional team of five, overseeing analysis, research, communication, and storytelling to deliver a cohesive, executive-ready solution.

Jan 2018 – Dec 2020 · 2 yrs 11 mos · India · On-site

• Owned global analytics and reporting for retention and customer experience, providing leadership with a single, trusted view of SLA performance, resolution times, customer satisfaction, and churn risk across 1K+ support engineers and partner teams.
• Enabled data-driven retention and resourcing decisions by identifying operational drivers of customer dissatisfaction and churn, helping leaders prioritize regions, teams, and initiatives with the highest impact on customer outcomes.
• Led and mentored a 6-person analytics and operations team, coordinating 30+ initiatives across reporting, automation, and data quality, resulting in ~20% improvement in SLA adherence and more consistent customer experience delivery.
• Improved retention and customer experience through process standardization, streamlining Salesforce workflows and automations to reduce handoffs, speed up issue resolution, and improve service consistency.
• Designed executive-ready dashboards and scorecards tracking retention-related CX metrics, reducing manual reporting effort and giving leadership clear visibility into performance trends and customer pain points.
• Strengthened data quality and governance by standardizing access controls, validation rules, and data hygiene practices, ensuring reliable, audit-ready analytics used in customer experience and retention decisions.
• Supported Salesforce releases and deployments in partnership with QA, ensuring platform changes did not disrupt frontline support operations or negatively impact customer experience.

Jan 2017 – Dec 2017 · 11 mos · India · On-site

• Built and optimized ERP data models using SQL, improving query performance and storage efficiency by ~29% and enabling more reliable business reporting.
• Developed data quality and system monitoring dashboards, identifying ~40% of issues before deployment and reducing post-release reporting and system defects.
• Implemented data validation and consistency checks to improve the reliability of ERP reports used by business teams.
• Worked closely with engineers to investigate and resolve data and performance issues, contributing to improved system stability and smoother releases.
• Automated recurring reports and data checks, reducing manual effort by ~10% each week and improving refresh consistency.
• Created documentation for data models and dashboards, supporting smoother handoffs and faster onboarding for new analysts.