Simran K. Email & Phone Number

Kuala Lumpur, My

Malaysia

• Leading and managing team of data analysts to develop and implement a comprehensive analytics strategy to support the organization's business objectives.• Driving the deployment of Machine Learning and AI driven use cases for customer experience improvement.• Analyzing data from various sources, including internal systems, third-party tools, and market research, to identify trends, patterns, and opportunities.• Collaborating with cross-functional teams to provide actionable insights and recommendations to stakeholders based on data analysis, helping them make informed decisions.• Effectively communicate complex analytical findings and insights through presentations, reports, and visualizations.• Foster a culture of data-driven decision making within the organization, promoting the use of analytics to drive continuous improvement and innovation.• Responsible for Network Performance & Customer Experience Management for multi-technology network (2G/LTE/5G)• Providing customer insights from NPS, CSAT, Customer Complaints & social media for strategic decision-making purposes • Correlating RKPIs, SKPIs, Business inputs, Crowd source data to perform multi-dimensional analytics to improve end-user experience.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Responsible for Network Performance & Customer Experience Management for multi-technology network (2G/LTE/5G)• Experience to manage NPS (Net Promoter Score) which is industry recognized measure of customer experience.• Providing customer insights for strategic decision-making purposes using Data driven approach• Correlating RKPIs, SKPIs, Business inputs, Customer Complaints, Crowd source data and NPS to perform multi-dimensional analytics to improve end-user experience.• Experience on CEM use cases linking with ROI of business cases• Driving the deployment of Machine Learning and AI driven use cases for customer experience improvement.• Collaboration with Automation teams on the design & development of new innovations to improve efficiency and continuous improvements.

Noida, Uttar Pradesh, India

• Worked as NQ & CEM Lead for Digi Malaysia from Global Support Centre from Apr’18 to Apr’22, responsible for improving Network Performance & Customer Experience through RKPIs, SKPIs, Crowdsource, NPS, CSAT, BI Data Analytics• Worked as RF Optimization Team Lead for Millicom, TIGO project from Apr’16 to Apr’18, responsible for performance management, contractual KPIs and optimizing network to meet MS SLAs.• Experience in handling governances with MSIP, Customers along with managing teams during war-rooms for service improvements.• Collaboration with Automation teams on the design & development of new innovations to improve efficiency and continuous improvements.

Gurugram, Haryana, India

• Worked as Assistant Manager in Planning & Performance Team, handled service delivery & operations of PAN India Bharti Network.• ICR roll out PAN India for Provider/Seeker along with coordination with other operators & launch of technical & business feasible sites.• Worked closely with Strategic Projects i.e. CAPEX & OPEX savings, NW Audits & Spectrum Auctions• Faster network roll out through LRLU project by identifying & evaluating network feasible Sites for surrendering sites in LRLU category.• Responsible for Network Planning, infill priority sites, nominal cell planning, • Managed operations of GIS platform for all technologies and enabling delivery of analysis & reports.

Gurugram, Haryana, India

Master Of Business Administration - Mba

Bachelor Of Technology - Btech