SUMMARY
Analytics manager with 10 years of experience in data analytics and consulting with global firms including Plymouth Rock, Wayfair, Microsoft and Adobe; masters in Management Information Systems and bachelors in Computer Science Engineering
- Proven track record of using data strategically to uncover high impact customer centric business opportunities and influencing wide range of stakeholders in building roadmaps and tracking progress; $60M+ impact at Wayfair alone
- Advanced analytics team management as well as IC skills specializing in CX analysis, A/B testing, web analytics, conversion, and attribution, omnichannel measurement, causal inference, predictive modeling, dashboarding, and business reporting
TECHNOLOGY AND TOOLS
Google BigQuery, SQL, Python, Data Studio, Tableau, Power BI, Looker, Excel, Google Analytics, FullStory, Figma, JIRA, CRM tools
EXPERIENCE
| Plymouth Rock Assurance | Boston, MA |
| Analytics Manager | Jan ‘23 – Present |
- Automated the creation of loss development triangles by partnering with actuaries
- Built a case for significantly expanding the scope of using a third-party communication tool, by quantifying the attributable impact on employee productivity
| Wayfair | Boston, MA |
| Senior Analytics Manager | Mar ‘20 – Dec ‘22 |
- Uncovered a $40M opportunity associated with ship address entry at checkout; partnered with Sales in executing a program with an immediate annualized impact of $9M, and put together recommendations to tackle another $25M
- Spearheaded lost shipments policy definition with competitor research and simulation of impact across scenarios to align with stakeholders in balancing customer and supplier interests; policy execution resulted in a $16M annualized impact
- Partnered with Product, Design, Marketing, Operations and other teams in planning and executing 20+ global experiments to release features across multiple products, that resulted in stepped improvements in repeat purchase rate and CX
- Overhauled the end to end process for the broader analytics function to increase team productivity by an estimated 30%
- Led creation of dashboards and other self service tools to improve product performance visibility and democratize insights
- Unblocked the launch of the next generation version of the company’s most widely used CRM product
| Analytics Manager | Sept ‘18 – Mar ‘20 |
- Designed, built, and globally scaled an end to end post order fraud prevention program that annually saves the firm $18M; the anomaly detection model identified and classified 4 types of scam and gave each customer an ROI based priority score
- Performed end to end analyses on clickstream and other big data, including VOC deep dives, to identify, evaluate, present and prioritize CX opportunities with leadership and diverse stakeholders
- Created new performance metrics to align agent incentives with business objectives, and pioneered Wayfair’s first interactive dashboard that allowed users to simulate changes to stack rankings based on hypothetical changes
- Led creation of an advanced ticket assignment logic that accommodated nuances at multiple levels and allowed 3 full time managers to be freed for other work; creatively used a dashboard as an interim solution before engineering solution
| Senior Analyst | June ‘17 – Sept ‘18 |
- Created a model working with data scientists to predict customer contacts, that created ability to take preemptive action
- Created multiple dashboards to help monitor post order customer activity for insight generation and business reporting
- Aligned with Finance and multiple operations teams to establish the all-in cost of a customer service contact that simplified product change prioritization discussions
- Improved the definition of the first customer contact resolution KPI to make it more usable; created supporting metrics
- Created multiple user defined functions in SQL to reduce the time required to perform recurring operations by the team
- Modularized scripts, wrote functions and created data marts to significantly increase team productivity
- Partially automated process while leading a team of offshore vendors to extract insights from unstructured customer data
| Adobe Systems | San Francisco Bay Area, CA |
| Automation Consultant Intern | May ‘16 – Aug ‘16 |
- Led an agile project to revamp a dashboard to reduce the time to investigate anomalies in metric performance by up to 85%
- Rapid ramp up in the security domain; collaborated with program managers, developers, researchers, and industry experts to design a robust bug bounty program, to crowdsource the identification of bugs on the Adobe website by employees
| Microsoft | Bangalore, India |
| Consultant | July ‘11 – Aug ‘15 |
- Worked with some of the largest Fortune 500 entities to solve financially-critical and/or time-sensitive technology problems
- Uncovered 11% in CX improvement opportunity by analyzing solution delivery and customer experience data for NA region
- Wrote algorithms to detect anomalies that eliminated need for manual root cause analyses in targeted scenarios
- Led creation of technology blogs and achieved exceptional growth in blogging site (top 10% to top 2% within Microsoft site)
- Identified and addressed a global service request routing inefficiency partnering with delivery managers across business units that resulted in a 4% increase in CX KPI, and a solution cost reduction by a factor of 40X on 5% of team’s work requests
- Synthesized customer feedback to create design change requirements and partnered with product on feasibility analysis
- Delivered trainings across technical lines as cluster process lead to improve collaboration between teams
- Collected stakeholder requirements and oversaw work by vendors with specific focus on customer expectation management
EDUCATION
| Texas A&M University, Mays Business School | College Station, Texas |
| Master of Science in Information Systems | Aug ‘15 – May‘17 |
Courses- Advanced Data Management, Project Management, IT Systems Design, Business & Corp. Strategy, Corp. Info.
| VTU | Bangalore, India |
| Bachelor of Engineering in Computer Science | Sept ‘07 – June ‘11 |
Courses- DBMS, C, C++, Java, JavaScript, HTML, CSS, XML, OS, SQL, Adv. Computer Architecture, Adv. Networking, Unix & Shell
