Deepali Singh
Senior Business Analyst
Gurgaon
Summary
Business Analyst with 5+ years of experience in Central Operations, Customer Support, and Driver Onboarding. Skilled in SQL, Python (pandas), and Excel/Google Sheets automation to generate insights, optimize processes, and support decision-making. Proven track record of building dashboards, automating workflows, and leading analytics projects that reduced customer complaints by 30%, improved lead conversions by 40%, and saved 3+ hours of manual effort daily.
Overview
6
6
years of professional experience
Work History
Senior Business Analyst
Battery Smart
08.2023 - Current
- Analyzed ACD call logs (SQL + Python) to monitor AWT/AHT; automated reports → missed calls ↓15%.
- Built Python + Google Sheets automation for driver verification (phone & KYC), integrated with Slack; saved 3+ hours daily.
- Conducted SQL-based root cause analysis of waiver issuance vs transaction delays; flagged 20% QC mismatches → repeat complaints ↓30%.
- Designed dashboards for ticket inflow, SLA breaches, and onboarding funnel using SQL + reporting tools.
- Prepared monthly Central Ops review PPTs for Founder, summarizing onboarding, support, and quality audit performance.
- Partnered with Central Ops & Customer Support teams to design daily/weekly reporting frameworks for escalations & SLA breaches.
- Ensured drivers and partners data accuracy for reliable reporting & decision-making.
Business Analyst
PharmEasy
12.2021 - 07.2023
- Developed real-time dashboards in Superset (SQL) for lead pipeline & revenue monitoring; improved visibility at BD & city levels.
- Implemented Python-based algorithm for automated lead assignment → conversion ↑40%.
- Created automated revenue dashboards (SQL + Python) to reconcile finance data.
- Built SQL-based funnel analysis (marketing → BD → consultation → surgery booking) → lead leakage ↓, conversions ↑25%.
- Regularly analyzed calling data to optimize AWT/AHT, reducing idle time.
- Coordinated with BD, doctors, and finance stakeholders to align reporting with monthly revenue goals.
Jr. Business Analyst
Pristyn Care
01.2020 - 11.2021
- Wrote SQL queries to extract lead & call data for reporting at city, BD, doctor, and hospital levels.
- Automated Excel/Google Sheets reporting with Python scripts → manual effort ↓20%.
- Conducted data sanity checks (SQL) to maintain CRM accuracy.
- Supported operations team with reporting for hospital onboarding & patient funnel.
- Designed custom dashboards for tracking key metrics across various departments, increasing transparency in performance evaluation efforts. Created Excel + SQL reports for calling & conversion analysis.
- Automated lead sheet updates with VBA/Python scripts → reporting efficiency ↑.
- Maintained daily/weekly MIS trackers for category managers.
Education
NIT Kurukshetra
Skills
- SQL: Joins, CTEs, Window functions, Cohort analysis, Optimization
- Python: Pandas, NumPy, Matplotlib, Automation scripts
- BI & Reporting: Metabase,PowerBI,Superset, Advanced Excel, Google Sheets automation, PowerPoint
- Data Analysis: Funnel, retention, AOV, SLA, customer complaints
- Other: Cross-functional collaboration, stakeholder communication
Key Projects
- Waiver QC Analysis (Battery Smart): SQL/Python analysis of waiver issuance vs transaction delays; fixed process, reducing repeat complaints by 30%.
- Driver Verification Automation (Battery Smart): Python + Google Sheets + Slack workflow; saved 3+ hours daily, compliance ↑95%.
- Lead Assignment Algorithm (PharmEasy): Python-based auto-assignment → conversion ↑40%.
- Revenue Dashboard (PharmEasy): SQL-based real-time dashboard; improved finance reconciliation accuracy.
Timeline
Senior Business Analyst
Battery Smart
08.2023 - Current
Business Analyst
PharmEasy
12.2021 - 07.2023
Jr. Business Analyst
Pristyn Care
01.2020 - 11.2021
NIT Kurukshetra