Summary
Overview
Work History
Education
Skills
Projects
Certification
Timeline
Generic

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
Pune
05-2021

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
Akshay Hedau