Responsible for Marketplace Seller analytics

Return & Refund Analytics • Designed the refunds process to measure the efficiency of refunds in terms of TAT, success rate and customer experience for all the payment modes• Instrumented the key performance metrics for continuous measurement of IMPS effectiveness on refunds process efficiency and TAT, which resulted in refunds NPS improvement by ~10% • Designed and implemented various customer friendly returns policiesPerfect Order• Planned, implemented and executed an inside out metric for CEO, COO and the key holders to review the company’s performance• Instrumented the metric to provide visibility to top management about the key drivers of imperfect ordersNet Promoter Score modeling• Developed a multi-linear regression model for explaining and predicting NPS leading to an increase by 5%• Performed sentiment analysis by modeling a boosted decision tree. It helped identify a customer’s propensity to • be a promoter or demoter • Performed text mining to improve service by understanding customers commentsOther Projects • Big Data Platform implementation - Managed a team of analysts/engineers to ensure the ingestion and consumption of customer experience and support data using a proprietary analytics platform• CXO Dashboard - Developed a one-view dashboard for Senior Management covering key L1 corporate metrics• Customer Policies - Performed analytical work on various polices to remove bottlenecks from customers’ journey• Manpower Planning - Built a predictive time series model to predict the customer contact points per unit bought• Women in Technology - Organized and brought in news breaking policies in Flipkart to promote women leadership in organizations. Initiated “Connect” on the lines of Lean In by Sheryl Sandberg to offer women ongoing inspiration

RESPONSIBILITIES• Direct interaction with the client to define the problems in alignment with the business priorities• Leading a team to fulfill the delivery requirement on timePROJECTSSales and Revenue forecast• Forecasted buyers and revenue to help the country teams of a leading technology client to strategically plan their sales and marketing activitiesComputation of buying power • Developed a methodology to estimate the buying power of various customers of a technology company to identify the valuable customers

Customer Attrition• Identified the key metrics responsible for the retention of valuable and profitable customers • Developed a framework for a leading American airline to identify passengers @Risk of attritionImpact measurement• Analyzed the impact of introducing fleet modernization on customer experience• Created an info graphic to represent the solution to the major stakeholdersCustomer Experience evaluation• Helped the Customer Insights team manage customer expectations and provide better in-flight Wi-Fi services through a cost effective contract• Analyzed customer feedback, system performance and social media activity to build a robust and consistent Customer Experience score