About
Data Analyst with hands-on experience in MIS reporting, operational analytics, data governance support, and performance management, currently leading a 15-member customer success team. Strong background in analyzing large-scale service and escalation datasets, tracking KPIs, identifying trends, and driving data-backed process improvements.
Skills & Expertise (9)
Work Experience
Customer Success, Escalations & Analytics Lead
Apna (Apna Time Tech Pvt. Ltd.)
08-2024 - Present
Lead and supervise a team of 15 agents, allocating work, monitoring productivity, and supporting professional development. Own weekly MIS and performance reporting, covering DSAT, CSAT, SLA adherence, FRT, escalation volumes, and agent productivity.
Customer Success, Escalations & Analytics Lead
Apna (Apna Time Tech Pvt. Ltd.)
08-2024 - Present
Lead and supervise a team of 15 agents, allocating work, monitoring productivity, and supporting professional development. Own weekly MIS and performance reporting, covering DSAT, CSAT, SLA adherence, FRT, escalation volumes, and agent productivity.
Social Media Analytics Specialist
Teleperformance
06-2022 - 08-2024
Analyzed high-volume social media escalation and sentiment data to track SLA, TAT, and response efficiency. Created structured MIS and insight reports supporting brand reputation management and service improvements.
Social Media Analytics Specialist
Teleperformance
06-2022 - 08-2024
Analyzed high-volume social media escalation and sentiment data to track SLA, TAT, and response efficiency. Created structured MIS and insight reports supporting brand reputation management and service improvements.
Customer Support Executive (Voice)
Startek
02-2022 - 06-2022
Maintained structured operational data supporting order, delivery, and return analytics. Followed strict documentation and quality standards to ensure data integrity for reporting.
Customer Support Executive (Voice)
Startek
02-2022 - 06-2022
Maintained structured operational data supporting order, delivery, and return analytics. Followed strict documentation and quality standards to ensure data integrity for reporting.
Customer Support Executive
Appcronix Group
01-2021 - 02-2022
Managed SLA-driven customer issue data and follow-ups. Supported queue management and operational reporting accuracy.
Customer Support Executive
Appcronix Group
01-2021 - 02-2022
Managed SLA-driven customer issue data and follow-ups. Supported queue management and operational reporting accuracy.
Education
MBA
2014 - 2016 · India
MBA
2014 - 2016 · India
B.E.
2011 - 2014 · India
B.E.
2011 - 2014 · India
Diploma
2008 - 2011 · India
Diploma
2008 - 2011 · India
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Profile Score Breakdown
Profile Overview
Availability Details
Visa Status
No Visa
Relocation
Not Open to Relocation
