Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Relationship Status
Personal Information
Timeline
Generic
Abinash M

Abinash M

Analyst - Customer Success
Chennai

Summary

Dedicated and results-driven Business Analyst with a passion for driving customer success through data-driven insights and strategic analysis. Experienced in collaborating with cross-functional teams to improve customer satisfaction, retention, and overall business performance. Seeking to leverage analytical skills and customer-centric mindset to contribute to the success. Analyst with a strong background in data analysis, process improvement, and project management. Possessing extensive experience in utilizing Power BI for data visualization and interpretation, coupled with Six Sigma certification for process optimization. Proven ability to translate business requirements into actionable insights and drive strategic decision-making.

Overview

5
5
years of professional experience
9
9
Certifications

Work History

Analyst - Customer Success

Freshworks Technologies
09.2022 - Current
  • Digital Transition from Google sheets to CRM was developed and implemented which makes huge difference in the operations and saves daily operational time by 42%.
  • Utilized Power BI to create interactive dashboards and reports, providing stakeholders real-time insights into key performance metrics.
  • Built a Governance dashboard for the operations team to run their daily operations against the target.
  • Gathered and analyzed CRM churn to identify cohorts churning at a high rate and opportunities for churn reduction.
  • Collaborated with Product and Engineering teams to developed adoption based engagement which improves the customer experience which results in churn reduction.
  • Collaborated with cross-functional teams to implement data-driven solutions in the CC decline process, resulting in a 33% churn reduction .
  • Developed the strict process audit mechanism, which reduces the process variation by 68%
  • Conducted root cause analysis on customer issues and escalations, identifying systemic problems and recommending solutions to improve customer experience.
  • Assisted in developing and implementing Account tiering mechanism to personalize communication and drive upsell and cross-sell opportunities.
  • Presented findings and recommendations to senior management, facilitating data-driven decision-making and strategic planning.

Senior Engineer

Daimler India Commercial Vehicles Pvt Ltd
09.2019 - 08.2022
  • Quality audit to meet daily plans to ensure the Best-in-class product delivery.
  • To analyze and take permanent corrective action using problem-solving tools for the defects reported in daily audits
  • Reporting the audit result and positively maintaining KPI trends
  • Interconnecting Customers, dealers, and Suppliers with continuous improvement initiatives
  • Coordinating Daimler India School of Quality to organize, train and evaluate the entire employee in quality aspects
  • To maintain SLAs and budget handling on digitalization and shared service business
  • Worked closely with the internal stakeholders to deliver the projects on time.
  • On time delivery with the detailed BRD and FSD from the stakeholders.
  • To manage and coordinate the CAQ IT tools digitalization to transform it into a more robust and user-friendly portal.
  • Worked on a paperless project to reduce the usage of paper across organizations by digitizing it.
  • Workflow configurator development in order to make user-friendly development of various forms and reports.
  • Completed a project of De-content the parts in the supermarket area which results in storage space reduction by 21 sqm and improves the process time by 10%.
  • To define and standardize the standard product audit manual across Daimler Trucks Asia
  • Handling improvement and developments for 6+ portals.

Education

BE - Mechanical Engineering

KLNCE
Madurai, India
04.2001 -

Higher Secondary -

St. Ann's School
Panagudi, India
04.2001 -

Skills

Analytical skills

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Accomplishments

  • I was awarded the “Instrumental Award” in Q2 & Q4 of 2023 and “Star of the Month” in Sep & Nov 2023.
  • Awarded Best Team of the Month for various process developments in the MDT packaging line.
  • Initiated Daimler India School of Quality, Six Sigma Training program, and TQM implementation.
  • We accomplished the ‘Q' month celebration with the theme of Zero Line loss and Zero Customer complaints.
  • The first-ever Virtual DTA International QM Conference organizer with participants from over 20+ countries.

Certification

Masters in Business Analytics

Interests

Robotics Process Automation (RPA)

Digital Transformation

Process Excellence

Program Management

Relationship Status

Single

Personal Information

  • Date of Birth: 05/05/98
  • Nationality: Indian

Timeline

Analyst - Customer Success

Freshworks Technologies
09.2022 - Current

Senior Engineer

Daimler India Commercial Vehicles Pvt Ltd
09.2019 - 08.2022

BE - Mechanical Engineering

KLNCE
04.2001 -

Higher Secondary -

St. Ann's School
04.2001 -

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Abinash MAnalyst - Customer Success