Jangam Mounika

Aspiring Data Analyst

Tirupati, Andhra Pradesh 6+ yrs exp 89 · Excellent

About

Aspiring Data Analyst with overall 6.5 years of professional experience in customer service, financial services, escalation management, and business operations. Currently undergoing Data Analytics training with hands-on exposure to Python, SQL, Power BI, Excel, and Machine Learning fundamentals. Strong analytical and problem-solving abilities with experience in handling large volumes of customer data, identifying trends, improving processes, and supporting business decisions. Seeking an opportunity to leverage technical and business expertise to drive data-driven insights and organizational growth.

Skills & Expertise (9)

Microsoft Excel Advanced

8.0/10

Years Exp

SQL Intermediate

7.5/10

Years Exp

Process Improvement Advanced

7.5/10

Years Exp

Training & Mentoring Advanced

7.5/10

Years Exp

escalation management Advanced

7.0/10

Years Exp

Team Leadership Advanced

7.0/10

Years Exp

Power BI Intermediate

6.5/10

Years Exp

Python Intermediate

6.0/10

Years Exp

Machine Learning fundamentals Beginner

5.5/10

Years Exp

Work Experience

Senior Executive (L3)

Navi Finserv Private Limited

Jan 2023 - Jan 2025

Managed escalated customer concerns related to loans and financial products through chat, email, and call channels. Analyzed customer issues and identified root causes to ensure effective and timely resolution. Collaborated with internal teams to improve customer experience and operational efficiency. Ensured adherence to financial regulations, company policies, and quality standards. Maintained and monitored performance metrics while consistently meeting service objectives. Promoted from Executive (L2) to Senior Executive (L3) within 12 months based on exceptional performance.

Subject Matter Expert (SME)

ECPL

May 2019 - Jan 2023

Led and mentored customer service teams to achieve operational and quality targets. Monitored team performance and identified opportunities for process improvements. Conducted training sessions and knowledge transfer programs for new employees. Managed escalated customer issues for international clients and ensured timely resolutions. Collaborated with stakeholders to improve service quality and operational effectiveness. Promoted from Chat Advisor to Subject Matter Expert (SME) within 12 months based on exceptional performance.

Email Advisor

Concentrix

Jun 2018 - Apr 2019

Managed high-volume customer email communications while maintaining quality standards. Resolved customer queries efficiently and ensured customer satisfaction. Consistently achieved targets related to response time, resolution rate, and productivity.