Summary
Overview
Work History
Education
Skills
Custom
Accomplishments
Custom
Timeline
Generic

Mohana Priya Saravanan

Chennai

Summary

Overall, 6.3 years of experience in CX-customer experience analyst for e-commerce retail sectors with a focus on success. Practical knowledge of increasing customer satisfaction while boosting ecommerce traffic and sales. worked for a company in the B2C sector. A track record of increasing satisfaction and Net Promoter Scores (NPS/CSAT/OKR) while accomplishing acquisition and loyalty goals.

Overview

6
6
years of professional experience

Work History

Senior Process Associate

TCS
12.2021 - Current
  • Data Analysis and Reporting: Collected data from Medallia to identify customer struggles.
    Created Power BI reports and presented findings to Business and IT teams.
  • Customer Journey Enhancement: Analyzed customer journeys, events, and alerts.
    Reduced reset password issues by 19% and card-related issues by 15%.
    Collaborated with product owners and development teams to enhance the customer journey.
  • Performance Metrics Tracking: Developed customized reports using Adobe Analytics and Content Square.
    Tracked key performance metrics for stakeholders.
  • Proactive Monitoring: Configured custom alerts and segments in Content Square and Adobe Analytics.
    Monitored key performance metrics and KPIs proactively.
  • Email Marketing Management: Managed end-to-end email marketing campaigns.
    Analyzed email performance metrics and provided actionable insights for future improvements.

Process Associate

TCS Siruseri
11.2020 - 11.2021
  • Analyzed collected data from Medallia to identify customer struggles.
  • Promptly raised issues with relevant teams and ensured follow-up until resolution.
  • Created customer segments and alerts using Tealeaf and Content Square.
  • Generated deep dive reports on NPS, post-purchase, and CSAT analysis.
  • Underwent training in Salesforce Marketing Cloud Email Studio for effective customer email communication.
  • Completed training in Adobe Analytics, gaining skills in report creation, alerts, and segments.

Associate

TCS Siruseri
03.2018 - 11.2020
  • Trained on VoC survey tools: Maru eDR, InMoment, and Medallia
  • Trained in investigating customer sessions and detecting issues with Tealeaf
  • Understanding business-level issues and escalating to the relevant team.

Education

MBA - Finance

Loyola college
Chennai, Tamil Nadu
01.2021

BBA - Business Administration

Shri Krishnaswamy College for Women
Chennai, Tamil Nadu
01.2017

Skills

  • Voice of customer (VoC)
  • Adobe, Web and Digital analytics
  • NPS, Post purchase and CSAT Analysis
  • Survey Tools
  • Customer journey analyst

Custom

  • Language: SQL, HTML, Basics of Python, CSS, Basics of JavaScirpt
  • Analytical: Adobe Ominture, IBM CX Tealeaf, HCL unica discover, New Relic, Sortedreact, Order management system (OMS), Splunk, ContentSquare.
  • Customer Experience: Medallia, InMoment, Glassbox, Maru eDR, .
  • Ticketing Tools: Remedy
  • Marketing tool: Salesforce marketing cloud, Litmus, Mailchimp
  • Visualization: Power Bi, Power point presentation.
  • Methodologies: Agile/, OKR

Accomplishments

  • Two times star performance award from TCS and client
  • Star of the quarter for Q3-2018 and Q1-2019
  • Star performer of the year 2019-2020.

Custom

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Timeline

Senior Process Associate

TCS
12.2021 - Current

Process Associate

TCS Siruseri
11.2020 - 11.2021

Associate

TCS Siruseri
03.2018 - 11.2020

MBA - Finance

Loyola college

BBA - Business Administration

Shri Krishnaswamy College for Women

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Mohana Priya Saravanan