Neha Chand
Pune
Summary
Results-driven Senior Analyst with over 3+ years of experience in technical support, operational excellence, and people management within fast-paced environments. Skilled in leading teams to deliver seamless customer service, resolve complex technical issues, and drive process improvement using AI, analytics, and cloud technologies. Adept at developing cross-functional strategies, managing escalations, and promoting innovation in support delivery. Deep expertise in data management, business analysis, and stakeholder engagement, aligned with Microsoft’s mission to empower customers and accelerate digital transformation
Overview
3
3
years of professional experience
Work History
Senior Analyst
Capgemini
04.2025 - Current
- Lead technical support teams to resolve complex customer service configurations, achieving 80% improvement in quality and 85% increase in operational efficiency.
- Drive process optimization, reducing processing time by 75% and improving documentation accuracy.
- Collaborate cross-functionally to distribute cases, optimize delivery partner workloads, and improve response times by 80%.
- Analyze user feedback, initiate data-driven improvements, and ensure compliance while increasing customer satisfaction scores by 95%.
- Manage escalations and act as a point of contact for technical challenges, proactively removing roadblocks for engineers.
- Facilitate skill readiness in teams, provide coaching, and mentor junior engineers for technical upskilling.
Analyst
Capgemini
03.2024 - 03.2025
- Provided live customer support with a consistent 95% customer satisfaction score across technical queries.
- Created and managed Excel-based case data reports, identified performance trends, and delivered insights that improved team performance by 85%.
- Maintained confidentiality and supported 24x7 service operations, including night and weekend shifts.
Software Associate
Capgemini
07.2022 - 03.2024
- Increased application operating efficiency by 30% through code review and enhancements.
- Designed advanced data workflows (Excel, VLOOKUP, Pivot Tables) cutting manual entry tasks for finance teams by 15+ hours monthly.
- Applied statistical and predictive modeling in customer segmentation and ad targeting to enhance campaign precision.
Education
BSc - Mathematics Hons.
Graphic era Hill University
06.2022
Skills
- Languages: Python, Java
- Databases: MySQL
- Visualization Tools: Power BI, Tableau, SAP
- Microsoft Azure Services & DevOps (Project Experience)
- Advanced Excel (VLOOKUP, Pivot Tables)
- Statistical Analysis & Predictive Modeling
- AI Tools: Knowledge of innovative AI solutions for support and business analytics
Personal Projects
Internet Banking Application (Java, React.js, July-Nov 2022): Developed a customer-centric application for banking transactions, featuring admin tools for account validation and process automation.
Timeline
Senior Analyst
Capgemini
04.2025 - Current
Analyst
Capgemini
03.2024 - 03.2025
Software Associate
Capgemini
07.2022 - 03.2024
BSc - Mathematics Hons.
Graphic era Hill University