Arpit Desai Email and Phone Number

Strategy @ Instamart

Head of restaurant led customer experience @ Swiggy Food

Post order Customer experience charter @ Swiggy Food

Project Lead, Voice Analytics · Extracted key information from over 1mn voice calls to identify customer concerns and reasons for inbound calls· Collaborated with business teams, contact center employees; proposed solutions to reduce call load across multiple departments based on findings from text analysis· Spearheaded team of 4 members and leveraged python libraries to apply NLP algorithms for text data mining HR Consulting· Analyzed the impact of leaves by employees taken during COVID on company financials & workforce availability · Evaluated key HR metrics & scrutinized workforce distribution across various paraments to assess org. structure

Buisness Development and Consumer Engagement• Increased customer sign-up and retention by over 15% by strategizing ‘Loyalty program’ for client brand• Formulated promotional strategies to increase client’s guest count by 20%, tracked 25 competitor brands• Performed review analytics on 2000+ reviews to identify key themes and consumer’s brand perception• Derived key insights to improve guest satisfaction score by 3% points by analyzing brand performance Data management and Analytics• Performed clustering and profiling following discriminant analysis for a leading automobile company• Employed correlation analysis to identify patterns and trends among 25+ KPIs and outcome measures • Determined key variables out of 25 factors driving ‘Brand Value’ by performing regression analysis• Administered various ad-hoc projects like model forecasting, competitor analysis, customer engagementDesign and Automation• Automated regular reports using VBA based scripts to ensure error free deliverables and reduced efforts• Prepared dynamic dashboard incorporating data for 8 markets, 10 brands, 25 products across 50 metrics