Summary
Overview
Work History
Education
Skills
Languages
Timeline
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HARSHINI A

Coimbatore

Summary

Experienced data-driven CX professional with 4+ years of experience using customer data to improve loyalty, satisfaction, and operational efficiency. Skilled in analyzing data and using CRM tools to uncover insights and develop strategies for enhancing customer experience and retention. Proficient in Excel, Python, and Tableau, with a talent for aligning cross-functional teams to implement impactful improvements based on customer feedback.

Overview

7
7
years of professional experience

Work History

Junior Manager – Customer Experience & Engagement

Titan Company Ltd.
07.2024 - Current
  • Built Excel dashboards to track NPS across 68 stores: reduced detractor rate by 3.7% by mapping issue themes.
  • Evaluated repeat purchase behavior; post-engagement campaign analysis showed a 5.6% improvement.
  • Designed SOPs and automated performance tracking to reduce complaint TAT by 55% (from 11 to 5 days)
  • Performed customer cohort analysis on dormant segments; reactivation campaign achieved 13% conversion.
  • Conducted regular training sessions and huddles to disseminate customer insights to regional teams
  • Created performance dashboards using Excel; collaborated with IT to integrate NPS tracking system.
  • Measured the ROI of customer engagement campaigns—repeat purchases improved by 5.6%.
  • Aligned cross-functional teams to respond to customer feedback and initiate product/process changes

Customer Relationship Manager (CRM)

Rasi Seeds
02.2021 - 06.2024
  • Increased loyalty program acquisition by 30% through behavior-based segmentation and targeting.
  • Reduced technical transaction errors; prevented ₹2 crore in potential losses through root cause analysis.
  • Partnered with IT teams to revamp loyalty app UX based on user analytics and A/B testing results.
  • Reduced operational costs by 17% through process optimization and budget management
  • Executed omnichannel campaigns; analyzed campaign ROI and drove 24% growth in engagement.
  • Led CRM data integration efforts to build a single customer view for better segmentation.
  • Optimized mobile application LPs through A/B testing to continuously improve the user interface, driving a 14.3% improvement in conversion rates.
  • Analyzed customer transaction and engagement data to identify churn patterns and optimize loyalty interventions, resulting in a 34% improvement in member retention and increased app engagement.

Assistant Professor (On Contract)

Kerala Agricultural University
01.2019 - 01.2020
  • Taught Applied Statistics and mentored 137 Undergraduate students in statistical software and research methodologies.
  • Guided 3 U. G projects and supported students for postgraduate exam preparations

Education

Post Graduate Certificate Programme - Business Analytics and Application

Indian Institute of Management
Trichirappalli
07.2025

M.Sc. - Agricultural Statistics

Sardarkrushinagar Dantiwada Agricultural University
Gujarat
12.2017

B.Sc. - Agriculture

Vanavarayar Institute of Agriculture
Coimbatore
12.2015

Skills

  • Customer Journey & CX Analytics
  • Customer feedback analysis
  • Customer retention analytics
  • Customer segmentation analysis
  • Repeat purchase metrics
  • Dashboarding & KPI Monitoring
  • SOP Development & CX Process Design
  • Campaign ROI & Engagement Analysis
  • Cross-functional CX Training & Insights

Languages

English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Malayalam
Beginner (A1)

Timeline

Junior Manager – Customer Experience & Engagement

Titan Company Ltd.
07.2024 - Current

Customer Relationship Manager (CRM)

Rasi Seeds
02.2021 - 06.2024

Assistant Professor (On Contract)

Kerala Agricultural University
01.2019 - 01.2020

Post Graduate Certificate Programme - Business Analytics and Application

Indian Institute of Management

M.Sc. - Agricultural Statistics

Sardarkrushinagar Dantiwada Agricultural University

B.Sc. - Agriculture

Vanavarayar Institute of Agriculture

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