• Designed custom tracking systems to monitor KPIs ( CSAT, Churn, NPS and Retention ) ensuring alignment with organizational goals and objectives.• Worked with business intelligence and visualization software ( Tableau and Looker) and various reports to glean insights into trends and review of stakeholders and investors.• Integrated multiple sources of disparate data into cohesive datasets using ETL Pipeline processes, improving overall analytic capabilities.• Automated review of Suspicious Profile Detection using product usage.• Identifying at-risk customers who are likely to Churn out using Churn Prediction Model with the help of event data.• Data and Insights for New Projects ( Commerce, Inside Sales and CRM campaign) and identifying focus area and its scope of improvement.• Optimization of Lead Conversion mechanism for Inside Sales team.• Maintaining full Lead Generation to Loyalty Customer funnel thorough quantitative and qualitative analysis.

• Created dashboards to monitor and track key performance indicators ( Churn, Retention, DAU, MAU, Customer Rating etc ) to support business operations.• PMS monitoring of support agents performance with key metrics ( Ticket Resolution, IRT, FRT and CSAT )• Providing data driven decisions to CRM team to optimize online campaigns . ( Google and MoEngage)• Supported Digital Performance Marketing team in Lead Generation .• DoD, WoW and MoM Churn reduction and Retention improvement model.• Automated reports for the daily monitory and reviewing it with stakeholders and business owners for better decision making.