Microsoft Office
SAHIL CHAWLA
Lead Product Analyst
New Delhi
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet an organization's goals.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
Lead Product Analyst
Adobe
Noida
06.2022 - Current
- Analyze KPI for agents and create quarterly scorecards accordingly.
- Develop required policies and procedures that reflect actual goals, tasks and workflows, while meeting all regulatory compliance requirements.
- Use statistical methods to analyze data and generate useful business reports.
- Participate in requirements meetings to understand business needs.
- Partner with the leadership team to create weekly & monthly operation reports.
- Work with business intelligence software and various reports to glean insights into trends and prospects.
Sr. Community & Social Media Consultant
ADOBE
08.2019 - 05.2022
- Presented data insights to stakeholder on a monthly/quarterly basis.
- Evangelized help content for customer base around the world.
- Led projects to increase customer engagement on social media platforms like Instagram & YouTube.
- Implemented strategies to create self help portals for customers.
- Interacted with clients on Adobe community and social media to gather information about known issues and provide quick resolution.
- Worked with the product team to improve overall product experience.
- Trained new-hires and enable them to provide help on Adobe community & social media platforms.
Community & Social Media Consultant
Adobe
Noida
10.2016 - 08.2019
- Announced upcoming product releases on Adobe community and social media platforms.
- Worked with the product team to fix existing software bugs.
- Engaged with customers on Adobe community and social media.
- Analyzed and reproduced customer reported product issues to provide quick resolutions.
- Collaborated with team members to achieve target results.
Technical Support Consultant
Adobe
Noida
04.2015 - 09.2016
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Maintained detailed case notes for customers.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Collaborated with team members to achieve target results.
Technical Support Associate
Dell
Gurugram
07.2014 - 03.2015
- Troubleshooting hardware issues with Dell systems for US based customers.
- Sold extended warranty and computer peripherals to achieve KPI's.
- Recorded and maintained detailed case notes for each customer.
- Analyzed issues to identify troubleshooting methods needed for quick resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Bachelor of Arts - History
Delhi University
New Delhi 01.2009 - 01.2012
Diploma - Graphic Designing
Maya Academy of Advanced Cinematics
New Delhi 03.2010 - 04.2012
Central Board of Secondary Education - Arts
Vandana International School
New Delhi 03.2008 - 04.2009
Central Board of Secondary Education -
Ramjas School Pusa Road
New Delhi 03.2006 - 04.2007
Skills
Data analysis
Project Management
Technical Analysis
Coaching and mentoring
Verbal and written communication
Technical Writing
Software
Power BI
Adobe Photoshop
Adobe Lightroom
MacOS, Windows
Autodesk Maya
Adobe Premiere Pro
Accomplishments
- Collaborated with team of 5 for the creation of Adobe-care YouTube channel.
- Increased self help possibilities for customer through effectively helping in the social media bot mapping process.
- Trained and enabled multiple new-hires for technical support.
- Prevented data loss for multiple consumer by working with the product to implement necessary changes to the software.
- Won quarterly performance award for over-achieving quarterly targets.
Certification
Adobe Certified Export - Lightroom
Interests
Comicbooks
Videogames
Weight lifting
Cooking
Timeline
Lead Product Analyst
Adobe
06.2022 - Current
Data Science: Tell Stories With Data
06-2021
Certified Scrum Master
06-2020
Sr. Community & Social Media Consultant
ADOBE
08.2019 - 05.2022
Community & Social Media Consultant
Adobe
10.2016 - 08.2019
Adobe Certified Export - Photoshop
03-2016
Adobe Certified Export - Lightroom
09-2015
Technical Support Consultant
Adobe
04.2015 - 09.2016
Technical Support Associate
Dell
07.2014 - 03.2015
Diploma - Graphic Designing
Maya Academy of Advanced Cinematics
03.2010 - 04.2012
Bachelor of Arts - History
Delhi University
01.2009 - 01.2012
Central Board of Secondary Education - Arts
Vandana International School
03.2008 - 04.2009
Central Board of Secondary Education -
Ramjas School Pusa Road
03.2006 - 04.2007