Shivam Sahu
Bengaluru,KA
Summary
Resourceful and results-oriented Campaign & Customer Success Analyst with 4+ years of experience driving campaign performance, client engagement, and process optimization. Highly skilled in data analytics, ETL processes, and business intelligence tools such as SQL, Power BI, and Excel. Proven ability to automate workflows, develop actionable dashboards, and leverage customer success platforms—including Jira and Zendesk—for efficient ticket management and client support. Adept at root cause analysis, cross-functional collaboration, and delivering solutions that enhance operational efficiency and customer satisfaction. Recognized for a proactive approach, strong problem-solving skills, and a commitment to continuous improvement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Campaign and Support Analyst
Skit.ai
02.2022 - Current
- Drove campaign performance for US-based clients, achieving a 35% increase in ROI and a 25% rise in customer acquisition through data-driven strategy optimization.
- Automated data extraction and transformation using SQL and excel, reducing manual data cleaning by 40% and saving over more that 100+ hours weekly.
- Built and maintained dashboards, delivering real-time, actionable insights that improved executive decision-making and campaign outcomes.
- Conducted first-level root cause analysis (RCA) on recurring issues, implementing solutions that improved campaign reliability and reduced incident recurrence rates.
- Managed cross-functional stakeholder relationships, ensuring 98% on-time resolution of client requests and seamless alignment on campaign objectives.
- Resolved 90% of client support tickets at first contact across campaign, technical, and process domains using Jira, Customer Success platforms.
- Escalated and tracked complex issues to specialized teams, maintaining a 100% closure rate on client requests and consistently exceeding customer satisfaction targets.
- Documented and monitored support tickets via Jira and customer success platforms, upholding high standards of service delivery and compliance.
- Streamlined workflows and processes, contributing to a 15% improvement in overall operational efficiency for both campaign management and customer support functions.
Business Development Executive
Healthplix Technologies
05.2020 - 12.2021
- Developed and executed strategic initiatives for improvements in business development and sales programs.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom-line profit.
- Remote
Education
Bachelor of Technology - Electrical and Electronics Engineering
Dr. A.P.J Abdul Kalam Technical University
06.2019
Skills
- Microsoft Excel: Pivot Table, Macros, VBA, Vlookup
- MYSQL: Database, Report, SQL
- Power Bi: Power Bi, Tablue, Dashboard
- Support ticketing systems
- Jira
- Incident management
- Ticket management
- Python
- Visual Management
- Quality Management
Certification
- Google Data Analytics (April 2020)
- Gained an understanding of the skills needed for the analysis (SQL, Google Sheets, R, Tableau).
Timeline
Campaign and Support Analyst
Skit.ai
02.2022 - Current
Business Development Executive
Healthplix Technologies
05.2020 - 12.2021
Bachelor of Technology - Electrical and Electronics Engineering
Dr. A.P.J Abdul Kalam Technical University
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