About
Customer Experience Analyst with 5+ years of expertise in customer care operations, data analysis, and process optimization at Myntra. Progressed from Senior Assistant in CC Task Team to Customer Experience Analytics, proficient in SQL and Excel for transforming customer data into actionable insights. Skilled in resolving complex issues, managing large datasets, optimizing workflows, and cross-functional collaboration to enhance the customer journey. Experience includes streamlining ticket management, improving SLA performance, and supporting strategic decisions with data-driven reports and dashboards. Passionate about leveraging analytics to elevate service quality and operational efficiency through continuous innovation in tools and techniques.
Skills & Expertise (10)
Work Experience
Customer Experience Analyst
MYNTRA JABONG INDIA PVT LTD
Sep 2024 - Present
Analyze customer service data using advanced Excel and SQL to identify ticket trends, response times, and satisfaction metrics; deliver actionable recommendations that enhance customer experience. Develop and execute complex SQL queries to extract, manipulate, and analyze large customer datasets, uncovering patterns and root causes; reduce issue recurrence by an estimated 15%. Create dynamic reports and interactive dashboards with Excel and visualization tools to monitor KPIs such as CSAT, NPS, and first response time; enable data-driven decision making. Conduct comprehensive root cause analysis to identify recurring customer issues; propose targeted solutions that improve resolution rates by approximately 20%. Collaborate with cross-functional teams to implement process improvements based on data insights; increase operational efficiency and boost customer satisfaction scores by up to 10%. Monitor escalated tickets and service level agreements (SLAs) using SQL-based tracking; ensure timely resolution of high-priority issues and maintain compliance with escalation protocols. Partner with product, marketing, and operations teams to share data.
Officer-Customer Experience Monitoring Team
MYNTRA DESIGNS PVT LTD
Oct 2023 - Oct 2024
Efficient Ticket Management: Led the bulk closure of customer care (CC) tickets to prevent productivity loss, ensuring fast and accurate resolution of customer queries. Ticket Allocation & Queue Optimization: Managed ticket distribution within the CC queue, optimizing workflow and reducing response times. Escalation Management: Resolved complex SCM escalations, collaborating with relevant teams to address and resolve customer issues efficiently. Operational Reporting: Prepared and shared daily reports on performance metrics such as ticket resolution times and customer feedback. Process Optimization: Continuously recommended improvements to existing workflows, ensuring team efficiency and adherence to SLAs.
Senior Assistant in CC Task Team
Mytra Designs Private Limited
Dec 2020 - Oct 2023
Customer Care Operations Management: Oversaw day-to-day operations, ensuring effective ticket management and timely resolution of customer issues. Team Coordination & Supervision: Led a team of junior assistants, prioritizing tasks and ensuring alignment with customer care standards. Escalation Management: Handled customer escalations and collaborated with cross-functional teams for resolution. Performance Monitoring: Monitored team performance, tracked KPIs, and generated reports for process improvement. Process Improvement: Identified opportunities to enhance customer service processes, contributing to better operational efficiency.
Education
B.Com - Sikkim Manipal University (SMU)
- 2014 · Afghanistan
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