Ramanan G

• Working on consumer insights project for one of the leading e-commerce company. I will be mainly focusing on the survey response data.
• Deep diving into pros and cons in the business performance.
• Provide insights from the survey responses on monthly basis to improve the experience of the customers.
• Created various dashboard to look the trend of CSAT and NPS for both the sellers and buyers.
• Looked into various issues rate like Item not received, Item not as described and their issue resolution rate.
• To improve the customer experience towards buying or selling using the platform.
• Worked on finding the issues faced by the customers on various part of the process through NLP.
• Provided various insights to the business to focus on the area that pulls down the CSAT.

Oct 2022 – Feb 2023

Client: One of lead Provider of Transportation - US

Pay

Project Objective:

• Cash load analysis user tried to top up the wallet and pay using different methods get their current payment method.
• Analysis pre and post behavior of driver after increasing the charges for transaction for pay of drivers.
• Chargeback analysis for membership users.

Fraud Friction

Project Objective:

• Data transformation - Perform data normalization to track the user's end to end activity throughout the ride journey.
• Generate reports and insights - Build multiple dashboards showcasing business performance over the year.
• Data pre-processing and estimate the KPIs (modifications on KPIs)