Shashikiran Katakam

• Streamlined GSO Org reporting processes for improved decision-making and overall business performance by consolidating ~50 data sources.
• Mentored junior analysts, fostering a culture of continuous learning and professional growth within the team.
• Reduced operational costs by identifying inefficiencies through detailed data analysis, enabling resources reallocation towards high-impact projects. Also, leveraged the Big query flat tables/Views to reduce the data size and saved ~ $ 100k annually.
• Spearheaded the adoption of self-service reporting tools (Tableau), empowering employees at all levels to access critical business information on demand.
• Developed and maintained data warehouses and data marts to support business operations.
• Collaborated with stakeholders to identify business needs and data sources.

• Championed a data-driven culture within the organization, promoting the value of analytics in strategic planning initiatives.
• Performed ad-hoc analyses upon request from senior management/Directors or other departments requiring specialised support or insight into specific issues or challenges faced by the organization.
• Has been instrumental in creating new metrics for the business such as ATRR, Agent Hygiene.
• Optimised data warehousing architecture, ensuring seamless integration of multiple data sources through google big query.
• Provided training to end users, ensuring proper understanding and utilization of business intelligence reports and tools.
• Streamlined reporting processes for increased efficiency and accuracy in data analysis.
• Implemented automation processes for routine data collection tasks, reducing manual effort and increasing efficiency.
• Managed a team of 5 BI analysts (includes 2 vendor analysts), fostering professional development and continuous learning opportunities.
• Led successful migration projects from legacy systems (~200 google sheets dashboards) to modern BI platforms (Looker/Tableau), minimizing downtime during transition periods.

POC for India Trust & Safety:

Analytical SPOC for India Trust and Safety Team with a head count of over 350. Worked as an Auto Pilot delivering requirements for Trust and Safety Team which includes reporting metrics and helping them improve LOB's key metrics such as CSAT, R2, SLA, TPH and optimizing day to day business operations.

Key Projects:

• Eater & Rider fraud analysis:
  Helped the IRT eats LOB (Food safety) understand the refund/appeasement abuse pattern and help them restrict the potential fraud eaters(Eaters who received refund on more than 20% of the orders) from getting further appeasements/refunds.

Impact:
We could save money by not refunding/appeasing these eaters & on further support contacts on an average we saved around 3500 Dollars a week.

• Control reports:
  Developed an automated mechanism using Google scripts and SQL which checks for errors in the solved support contacts and flags an individual error report to respective agent. This is an effort to make the LOB six sigma compliant.

Impact:
The LOB’s R-squared went from 83 to 96 (R-squared is a metric used to measure the agent accuracy) and CSAT improved from 3.2 to 4.1.

• Extracting the user reported data from the database and assigning it to the content reviewers
• Ensuring the daily assigned content (groups, pages profiles and spam) is reviewed as per the community standards within defined SLAs
• Worked with the Policy and content team by providing the insights into from the extracted data to help identify repetitive abusive trends on the platform and tweak existing policy accordingly.
• Reporting any unusual spikes in the volumes to the Workflow team to plan the capacity accordingly.
• Warehousing the reviewed(labeled) data so that it can be used to train the Machine learning models.

• Technical Support expert: Resolved challenging customer issues both via email and chat for all technical issues experience on the Kindle device, Amazon appstore and cloud.