Greater Delhi Area
Enterprise Customer Data Analyst | Business Analyst | Customer Operations Professional 7+ years of experience across Telecom, SaaS, and CPaaS industries, specializing in Enterprise Support, Service Delivery, Customer Success, and Business Operations. Proven track record of managing enterprise accounts, SLA governance, escalation management, and process optimization. Skilled in SQL, Power BI, Excel, Power Query, Power Automate, Python, Dashboard Development, KPI Reporting, Data Visualization, and Business Intelligence. Experienced in transforming complex data into actionable insights and automating reporting processes to improve business performance. Hands-on with Salesforce, ServiceNow, Jira, Freshdesk, and Confluence. Open to opportunities in Data Analytics, Business Analytics, Business Intelligence, Customer Success, Service Delivery, and Operations Excellence.
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• Delivered high-quality global customer support via chat and email, managing 3–4 concurrent interactions while consistently exceeding SLA, CSAT, FCR, and quality assurance targets. • Resolved complex technical and product-related issues through advanced troubleshooting, root cause analysis, knowledge base utilization, and cross-functional collaboration with Tier 2/Engineering teams. • Created process flow diagrams, SOPs, and Confluence documentation to standardize support workflows, improve knowledge sharing, reduce resolution time, and enhance operational efficiency. • Leveraged Excel (Pivot Tables, VLOOKUP, Data Analysis) and reporting tools to generate actionable business insights, prepare stakeholder presentations, track KPIs, and support data-driven decision-making.
▫️Strengthened customer loyalty by consistently delivering exceptional service, resulting in improved satisfaction and repeat engagement. ▫️Built and maintained effective cross-functional relationships with internal teams to ensure seamless service delivery and operational efficiency. ▫️Demonstrated a consistently professional and courteous demeanour, contributing to a positive brand image and customer trust. ▫️Achieved high first-resolution rates by responding promptly to customer queries and ensuring expectations were met or exceeded. ▫️Successfully handled and resolved complex customer escalations, including billing discrepancies, tariff adjustments, order fulfilment updates, roaming-related concerns, network issues, and technical device challenges. ▫️Utilized Salesforce (Lightning & Classic) as the primary CRM tool to manage daily operations, track customer interactions, and maintain accurate case documentation.
• Took a planned career break to relocate and attend to family caregiving responsibilities. During this time. • I actively focused on upskilling through certifications and training in cloud, analytics, and business Analyst operations. • Now prepared and eager to return to a dynamic role in operations, administration, or technical support Consultant.