Akshay Hedau
Pune
Summary
Data Analyst with expertise in Python, SQL, Power BI, and Excel, leveraging a strong foundation in customer support. Demonstrated ability to enhance processes through data analysis, dashboard creation, and informed decision-making. Proficient in trend analysis, data visualization, and reporting within business operations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Customer Service Executive
Fibe
Pune
11.2023 - Current
- Analyzed support ticket data to reduce repeat queries by 25% through process improvement.
- Built and maintained weekly dashboards (KPIs: CSAT, FRT, Resolution Rate) for team performance.
- Conducted trend analysis on survey data to enhance agent training and service quality.
- Performed root cause analysis of recurring issues, leading to knowledge base improvements.
Customer Support Executive
WNS Global Services
Pune
08.2022 - 09.2023
- Delivered support via chat, email, and phone, with high CSAT scores.
- Collaborated across departments for escalations and issue resolution.
- Maintained up-to-date knowledge of products and services offered by the company.
Education
B.E. - Mechanical Engineering
Dr DY Patil School of Engineering
Pune05-2021
Skills
Languages & Tools: Python, SQL, Excel, Power BI, MySQL, Git
Libraries/Frameworks: Pandas, NumPy, Matplotlib, Scikit-learn
Concepts: Data Cleaning, Data Analysis, Machine Learning, Statistical Analysis, Dashboarding, RCA, KPI Tracking
Projects
- Customer Support KPI Analysis (Excel, Power BI) – Analyzed ticket trends to optimize resolution time and agent allocation.
- Sales vs Support Volume Correlation (Python, Excel) – Explored relationship between product sales and support activity.
- Movie Database Insights (MySQL) – Queried IMDB-style database to uncover genre trends and actor collaborations.
- Financial Dashboard (Power BI) – Built visual reports tracking revenue, profit margins, and departmental spend.
- Credit Card Fraud Detection (Python, Scikit-learn) – Created a classification model using an imbalanced dataset.
Certification
- Data Science Master’s Program – Simplilearn
Timeline
Senior Customer Service Executive
Fibe
11.2023 - Current
Customer Support Executive
WNS Global Services
08.2022 - 09.2023
B.E. - Mechanical Engineering
Dr DY Patil School of Engineering
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