Summary
Overview
Work History
Education
Skills
Projects
Languages
Timeline
Generic
NANCY MANDLA

NANCY MANDLA

BANGALORE

Summary

Dynamic communications lead with 6+ years in customer operations, including 2 years in financial services. Expert in optimizing communication channels like WhatsApp and email to boost customer engagement.

Certified in Business and Data Analytics, with skills in Python, SQL, Excel, and Power BI. Proven track record in analyzing metrics and delivering insights for strategic improvement.

Seeking a managerial role to enhance customer operations and communication strategies.

Overview

11
11
years of professional experience

Work History

Lead

Flipkart
Bangalore
01.2016 - Current
  • Develop and Optimize Communication Channels: Spearheaded the creation and enhancement of WhatsApp communications, email templates, chat responses, and help center guidelines to improve user engagement and satisfaction.
  • Data Analysis and Reporting: Managed and analyzed key metrics, including Customer Satisfaction (CSAT), Repeat Rate (RR), and cost-efficiency metrics, ensuring accurate tracking of performance indicators.
  • Performance Metrics Oversight: Maintained oversight of WhatsApp metrics, such as Click-Through Rate (CTR), message delivery rates, and failure counts, driving continuous improvement initiatives.
  • Dashboard Management: Published weekly reports for the WhatsApp dashboard, tracking performance across three verticals to inform strategic decision-making and optimize resource allocation.
  • Cross-Functional Collaboration: Worked closely with various teams to align communication strategies with overall organizational goals, ensuring consistent messaging and user experience.

Relationship Manager - Priority (HR Grade E2)

Reliance Securities Pvt Ltd
Bangalore
01.2015 - 07.2015
  • Mapped HNI Clients and their respective wealth portfolios.

Active Team Lead

HBJ Capital Private Limited
Bangalore
08.2013 - 11.2014
  • Conducted research on equity and derivatives calls for long-term, short-term, and midterm investments.

Education

Certification - Data Science & Business Analytics -

GREAT LEARNING
Bangalore, Karnataka
12.2022

Bachelor's in Electronics and Communications Engineering -

AMITY UNIVERSITY
Jaipur, Rajasthan
05.2012

Skills

  • Lean Yellow Belt Certified at Flipkart
  • Certified in Business Analyst CERT from Udemy
  • Certified in Post Graduate Program in Data Science & Business Analytics from Great Lakes (Certified in Python
    Certified in Tableau
    Certified in SQL)
  • Proficient in MS Excel and Power BI
  • Certified in UI/UX Designing, LinkedIn
  • Certified in Content Strategy, LinkedIn

Projects

Tagging Accuracy - Lean & Six Sigma Yellow Belt, To keep track of all the premium escalations response to know the accuracy of the tagging. Catalog Correction Run, Made necessary changes to product catalog to ensure products are found and accessible online. Internal Process Changes, Worked for specific variants with stakeholders to identify, block, and remove counterfeits. Supply Chain Project, Prediction of the product weight ton supply based on the demand in various zones.

Languages

English
First Language
Hind
Proficient (C2)
C2

Timeline

Lead

Flipkart
01.2016 - Current

Relationship Manager - Priority (HR Grade E2)

Reliance Securities Pvt Ltd
01.2015 - 07.2015

Active Team Lead

HBJ Capital Private Limited
08.2013 - 11.2014

Certification - Data Science & Business Analytics -

GREAT LEARNING

Bachelor's in Electronics and Communications Engineering -

AMITY UNIVERSITY

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NANCY MANDLA