Akarsh P D
Bangalore
Summary
Data-driven Customer Insight Analyst with over 5+ years of experience in customer experience management, data analysis, and Net Promoter Score (NPS) evaluation. Proven expertise in leveraging data to optimize customer journeys, enhance retention, and improve business performance. Adept at stakeholder collaboration, customer sentiment analysis, and creating actionable insights. Seeking to leverage analytical skills in an NPS Analyst role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Executive
Greytip Software Pvt Ltd (GreytHR)
09.2024 - Current
- Analyzing customer feedback on product quality and support to identify improvement areas.
- Conduct and analyze employee and customer surveys (ESAT, CSAT, NPS) to identify pain points and actionable improvements.
- Perform data analysis using Google Sheets; create pivot tables, charts, and dashboards to present survey findings to stakeholders.
- Developing insights to enhance product and service offerings.
- Collect and analyze VOC responses, identifying key pain points, and opportunities for improvement.
- Providing data-driven recommendations to optimize customer support processes.
- Received a Spot Award for analytical precision and actionable insights.
Customer Experience Executive
Duroflex Pvt Ltd
10.2022 - 08.2024
- Resolving customer queries, recommending solutions, and guiding product users through features and functionalities.
- Worked on CRM tools such as Zoho, Salesforce, Uniware, Vinculum, Razorpay, and Ozenetel.
- Providing support and resolving issues via emails and calls.
- Collected VOC responses identifying key pain points and opportunities for improvement.
- Passionate about conducting customer surveys using the SurveyMonkey platform, including CSAT and NPS.
- Holding onto and achieving wealthy CSAT, NPS, and E-feedback.
- I have been assigned to supply chain management (SCM), where I can now work efficiently on client finalization and inquiry, compare many quotations, keep records, and monitor delayed product delivery and pickup.
Title Searcher/Examiner
Stellar Innovation Pvt Ltd
04.2021 - 09.2022
- Title searching and examination; document preparation; indexing
- Prepared, detailed accurate reports based on information gathered
- Search multiple websites for document information
- Responsible for completing search reports in a timely manner
- Used websites and software's to search local county orders for vendors
- Real estate title searcher responsible for assembling documents pertinent to finishing files
- Received a promotion to quality analyst in the month of April 2022.
Customer Relation Officer
Hinduja Global Solutions
12.2018 - 03.2020
- Have first call resolution as the first level of contact for customer service inquiries and working problems for TATA Hitachi machine
- Collect all the details from customer, related to machine and save them on CRM and generate unique Id for their problem
- Forward details to their dealers and they send Service engineer to solve issues
- Developed client trust by offering clients with effective support.
- Assist customers in resolving any issue related to machine
- Provide quality customer services and ensures customers understand operating requirements of all products
- Build rapport and trust with consumers as soon as possible to offer assistance and reduce tense situations.
Education
Bachelor of Computer Applications -
Field Marshal K M Cariappa College
Madikeri, KACommerce (CEBA) -
Bharath Matha PU College
Koppa, KAkarnataka secondary education examination board -
SNHSK
Kodagu, KASkills
- MS tools
- Google tools
- Data analysis
- Visualization and data analytics
- Communication skill
- Problem solving
- Creativity
- Time management
Accomplishments
- Spot award for exceptional commitment to timelines in delivering the recent ESAT report Your consistency and dedication ensured timely and high-quality output, greatly contributing to the initiative's success
Certification
- Career essentials in data analysis by Microsoft and LinkedIn
Timeline
Customer Experience Executive
Greytip Software Pvt Ltd (GreytHR)
09.2024 - Current
Customer Experience Executive
Duroflex Pvt Ltd
10.2022 - 08.2024
Title Searcher/Examiner
Stellar Innovation Pvt Ltd
04.2021 - 09.2022
Customer Relation Officer
Hinduja Global Solutions
12.2018 - 03.2020
Bachelor of Computer Applications -
Field Marshal K M Cariappa College
Commerce (CEBA) -
Bharath Matha PU College
karnataka secondary education examination board -
SNHSK
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