Professional Experience
Customer Insights & Analytics Lead
Foundever (formerly Sitel Group)
July 2022 – September 2023
- Analyzed customer chats to identify and fix pain points—cutting repeat issues 22% and boosting CSAT 12%. Launched live dashboards and self-service tools to speed support 30%, delivering a smoother, happier experience.
Manager - Analytics (Freight & Logistics)
Shubh Shipping Pvt Ltd
February 2021 – June 2022
- I dove into our delivery data to find bottlenecks, then refined routes—boosting on-time arrivals by 15% and cutting freight costs by 10%. I rolled out live dashboards that showed key metrics at a glance, so our partners could stay on track and we could act fast. When delays popped up, I traced them to specific hubs and vendor handoffs, and the tweaks we made slashed disruption incidents by 25%.
Associate - Operations
Shubh Shipping Pvt Ltd
May 2020 – January 2021
- Built unified Power BI dashboards for operations, finance, and compliance—scrapping redundant manual reports and speeding up issue-resolution SLAs by 18%. Used SQL and Excel cost-to-serve analyses to pinpoint over-budget routes, renegotiate contracts for a 7% cost reduction, and maintained version-controlled, audit-ready reports that passed quarterly reviews with zero discrepancies.
