Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Projects
Timeline
Generic

Karunamaye Nayak

Summary

A Data Specialist with a robust background in working with start-ups, I specialize in providing data-driven insights for strategic decision-making. Proficient in Python, SQL, and PowerBI, my strength lies in analysing and leveraging data-driven insights to drive business decisions. Passionate about data-driven problem-solving, I consistently stay updated on industry trends and possess knowledge of advanced data science techniques, including Machine Learning (ML), Natural Language Processing (NLP), Deep learning, and Large Language Models (LLMs). I am eager to take on challenging positions in dynamic organizations where I can apply my expertise in data analysis, machine learning, and statistical modelling to solve complex problems and contribute to the company's growth.

Overview

4
4
years of professional experience

Work History

Technical Support Manager

Graphy
09.2024 - Current
  • Analyzed 10,000+ customer tickets monthly using Zoho Desk data to identify recurring issues, reducing ticket volume by 15%
  • Improved customer satisfaction score (CSAT) from 80% to 90% by leveraging Python for sentiment analysis of customer feedback
  • Created 15+ Power BI dashboards monthly, visualizing trends and team performance metrics for leadership
  • Shared SQL-based analytics reports to align support strategies with business goals, contributing to a 5% increase in customer retention
  • Monitored team performance metrics using Power BI, increasing first response time efficiency by 20% and resolution time by 25%

Head of Product and Operations Analyst

SkillVertex
06.2023 - 05.2024
  • Created and implemented strategic product roadmaps in line with business goals and current market conditions, leveraging SQL and Python for data-driven decision-making.
  • Conducted regular performance reviews and provided strategic direction, leading to a 59% improvement in team engagement and retention.
  • Improved CSAT by 80% by analyzing customer feedback using Python and Power BI.
  • Achieved an 18% increase in revenue by launching five new products, significantly contributing to the company's growth and market expansion.
  • Designed interactive dashboards in Power BI and Excel to track KPIs, monitor product performance, and present insights to stakeholders.

Head of Customer Success Analyst

SkillVertex
08.2022 - 05.2023
  • Promoted to Head of Customer Success, leading a diverse team of 14 members across operations, customer success, and product departments
  • Oversaw customer acquisition efforts, achieving a 23% increase in new client sign-ups by leveraging SQL and Excel to analyze and optimize lead generation strategies
  • Increased client retention rates by 32% through proactive engagement and effective customer success strategies, supported by insights generated using Power BI
  • Developed operational dashboards in Power BI to track customer metrics, streamline processes, and ensure alignment with business goals
  • Drove a revenue increase of ₹950,000 through strategic management and coordination of customer success initiatives

Customer Success Analyst Lead

SkillVertex
01.2022 - 08.2022
  • Promoted to Customer Success Team Lead, overseeing a team of five members.
  • Led the team to achieve ₹800,000 in revenue through effective upselling and cross-selling strategies, supported by customer behavior insights derived from Python analysis.
  • Provided detailed performance reports to senior stakeholders, highlighting team achievements and areas for growth, leveraging Power BI visualizations for clear and impactful presentations.
  • Performed root cause analysis on recurring issues reported by customers in order to prevent future occurrences.

Customer Success Analyst

SkillVertex
03.2021 - 12.2021
  • Served as the main contact for customer inquiries, support, and escalations, delivering timely and effective solutions
  • Increased customer satisfaction rate from 62% to 95% by addressing client needs and improving support processes
  • Coordinated with team members to address client inquiries, support requests, and escalations, delivering timely and effective solutions, tracked and monitored using Power BI dashboards
  • Gathered and analyzed customer feedback to identify trends and areas for improvement, enhancing the overall customer experience
  • Identified opportunities for upselling and cross-selling within existing accounts, generating ₹320,000 in additional revenue

Education

B. tech - Computer Science & Engineering

SRM Institute of Science & Technology
Chennai
06.2021

Skills

  • Python
  • SQL
  • Pandas
  • NumPy
  • Scikit-learn
  • Matplotlib
  • Seaborn
  • Keras
  • TensorFlow
  • NLTK
  • Tableau
  • Machine Learning
  • Jupyter Notebook
  • Data Visualization
  • LLM
  • PaLM2
  • Git
  • Microsoft Office
  • Data Analysis
  • Power BI
  • PostgreSQL
  • Data Manipulation
  • Google Analytics

Accomplishments

  • Led SkillVertex's acquisition by Oliveboard with the founding team.
  • Won Best EdTech Platform by CE Worldwide, 2021.

Projects

Sentiment-Based Hotel Review Analysis and Recommendation System, Employed sentiment analysis, a natural language processing (NLP) technique, to discern the positivity or negativity of reviews. Using a bag-of-words model coupled with the Naive Bayes Classifier, the method exhibited robust performance, achieving 93.5% accuracy in training and 92.5% accuracy in testing. These results outperformed alternative machine learning algorithms in terms of accuracy. Found the most informative features, which are the words that best identify a positive or a negative review, or the words that had the greatest effect on the prediction accuracy. Employed Cosine similarity to suggest the optimal hotels according to user preferences and integrated a language model by Google, PaLM2, to generate concise descriptions for the recommended hotels., https://github.com/Rajsinghania

Timeline

Technical Support Manager

Graphy
09.2024 - Current

Head of Product and Operations Analyst

SkillVertex
06.2023 - 05.2024

Head of Customer Success Analyst

SkillVertex
08.2022 - 05.2023

Customer Success Analyst Lead

SkillVertex
01.2022 - 08.2022

Customer Success Analyst

SkillVertex
03.2021 - 12.2021

B. tech - Computer Science & Engineering

SRM Institute of Science & Technology
Karunamaye Nayak