Summary
Overview
Work History
Education
Skills
Key Projects
Timeline
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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

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Deepali SinghSenior Business Analyst