Customer Success & Product Operations Analytics @Razorpay
7 Years of Experience
Bengaluru, Karnataka, India
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Not Available
Analytics Manager with an interest in solving unstructured problems and deriving insights from data
Razorpay, SaaS/Cloud Product, Financial Services
Wells Fargo
ZS
Razorpay, Wells Fargo, ZS, ZS, INCIDENT 2016, Kuwait University
Job Title : Analytics Manager
Company name : Razorpay
Period : May 2022 - Present
Summary : Working with the Customer Success and Product Operations Analytics team.
Key Responsibilities:
• Assist in planning the roadmap for the team, aligning with the organizational roadmap
• Work with business and product stakeholders to provide data driven solutions to improve merchant experience throughout the merchant lifecycle
• Define scope of data instrumentation for new product/feature launches
• Track KPIs and identify root cause of anomalies
• Ensure professional and personal development of team members
Key Projects:
• Service Volume Forecasts: Time Series forecast for customer tickets, calls, chats and workflows to help with capacity planning. Achieved forecsat accuracy of >94%
• Merchant Prioritization Framework: C-Means clustering to create behavioural merchant segments. Priority merchants get specialized ticket resolution, resulting in a 50% drop in ticket resolution time
• Predictive Escalations Framework: ML based algorithm to identify merchant tickets that could potentially lead to an escalation. Was able to reduce 75% of merchant escalations by prioritizing 30% of merchant tickets
Location : Bengaluru, Karnataka, India
Job Title : Senior Analytics Consultant
Company name : Wells Fargo
Period : June 2019 - April 2022
Summary : • Worked with the Credit Cards Analytics team in the branch channel space to provide strategic insights based on multiple data sources like card performance, transactions, campaigns, complaints, offers data etc.
• Independently managed projects end-to-end, from ideation to delivery
• Developed business insights using modeling techniques like topic modeling, regression, decision trees etc.
• Coached and mentored new team members, conducting sessions to amp up their business and technical acumen
• Handled communications with onshore business partners to manage timelines, scope and outcome of projects
Location : Bengaluru Area, India
Job Title : Decision Analytics Associate Consultant
Company name : ZS
Period : January 2019 - May 2019
Summary : • Worked with the Oncology analytics team in the US pharmaceutical industry
• Performed quantitative and qualitative research to analyse performance trends of a blockbuster drug which generates excess of $4 billion annually
• Recommended re-structuring of sales force, increasing drug revenue by $24M
• Lead segmentation and targeting project to identify customers who have the highest potential and propensity towards a product
• Lead initiative to increase efficiency of data pulls by over 60% by having modules for each data cube
Location : Pune, Maharashtra, India
Job Title : Decision Analytics Associate
Company name : ZS
Period : September 2016 - December 2018
Summary : Developed comprehensive Tableau dashboards, reports and presentations to answer key business questions
Location : Pune, Maharashtra, India
Job Title : Joint Secretary
Company name : INCIDENT 2016
Period : July 2015 - May 2016
Summary : Part of the core organising committee for the annual cultural college fest, INCIDENT.
Location : NITK, Surathkal
Job Title : Summer Internship
Company name : Kuwait University
Period : May 2015 - June 2015
Summary : Lab research assistant at the Dept. of Biological Sciences
Location : khaldiya
Title : Machine Learning Specialization
Period : September 2018 - Present
Summary : V46ADR3H8WSF, coursera.org, https://www.coursera.org/account/accomplishments/specialization/V46ADR3H8WSF
Issuing Authority : Coursera
Title : Machine Learning: Clustering & Retrieval
Period : September 2018 - Present
Summary : BWQAHXMNSGJ5, coursera.org, https://www.coursera.org/account/accomplishments/verify/BWQAHXMNSGJ5
Issuing Authority : Coursera
Title : Machine Learning: Classification
Period : August 2018 - Present
Summary : NB4PAV8RR3AP, coursera.org, https://www.coursera.org/account/accomplishments/verify/NB4PAV8RR3AP
Issuing Authority : Coursera
Title : Machine Learning: Regression
Period : August 2018 - Present
Summary : JWY3JLUM5WZM, coursera.org, https://www.coursera.org/account/accomplishments/verify/JWY3JLUM5WZM
Issuing Authority : Coursera
Title : Machine Learning Foundations: A Case Study Approach
Period : June 2018 - Present
Summary : XPTTH8AMSTKG, coursera.org, https://www.coursera.org/account/accomplishments/verify/XPTTH8AMSTKG
Issuing Authority : Coursera
Arabic (Limited Working), English (Native Or Bilingual), Hindi (Professional Working), Malayalam (Native Or Bilingual)
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