Dynamic Sr. Customer Success Analyst at Sentisum with a proven track record in strategic insights and cross-functional collaboration. Spearheaded onboarding processes and enhanced model performance, resulting in a 50% reduction in manual efforts. Adept at requirements gathering and report generation, driving impactful business improvements and elevating customer satisfaction.
Hi, I’m
Shubhangi Pawar
MUMBAI
Summary
Overview
8
years of professional experience
1
Certification
Work History
Sentisum
Sr.Customer Success Analyst
05.2023 - Current
Job overview
- Lead onboarding and manage ML models to deliver critical insights, increasing customer satisfaction .
- Ensure seamless data integration with systems like Zendesk.
- Partner with customers to gather data requirements, resulting in timely model enhancements.
- Directed customer insights reporting to reveal actionable strategies.
- Utilize OpenAI for automation prompts, boosting team efficiency and reducing manual efforts by 50%
- Develop summarization prompts for voice call analysis, enhancing model creation and simplifying data understanding for RCA.
- Implement customer requirements on dashboards, identifying pain points and increasing CSAT/NPS scores and overall business improvements
- Research and roadmap for Predictive CSAT launch
- Mentor junior analysts, ensuring high work quality.
- Collaborated with product team to execute feature launches and gather user feedback.
- Collaborate with cross-functional teams to identify process improvements, increasing efficiency, and aligning data strategies with business objectives.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Sentisum
Insights Analyst
09.2022 - 04.2023
Job overview
- Created model training sets, delivering critical insights via SentiSum dashboard.
- Collected, curated, and annotated data to ensure accuracy and relevance for ML models.
- Collaborated with customers for data requirements, ensuring timely model creation and improvements.
- Monitored and optimized model performance, identifying areas for enhancement.
- Contributed to customer insights reports and incorporated feedback into data curation and model improvement processes.
- Simplified and structured complex data processes for team and client understanding.
- Built Knowledge Base, communicated directly with customers, and created deep dive reports to ensure replicable processes.
BharatAgri
Business Analyst
07.2021 - 08.2022
Job overview
- Analyzed data for Ecommerce growth, increasing conversion rate from 3% to 10%.
- Built LMS, raising AoV from 2.3k to 3.6k.
- Conducted root cause analysis and provided cost-effective solutions.
- Used AWS QuickSight, Excel, Google Data Studio, and SQL for data visualization and analysis.
- Created BRDs and PRDs for E-commerce systems, coordinating with stakeholders.
- Improved agent productivity and service generation, boosting NPS and user scores.
- Improved Product User score from 40% to 90% for app open by adding better quality and training part in team
- Setup Sales Verification SOP and user journey for entire organization by increasing same day verification to 85 % from 45 %
- Analyzed Customer Behavior on App & devised multiple strategies to push category sales via Banners, Offers, Notifications etc
Amazon Development Centre
Business Operations Analyst
11.2020 - 07.2021
Job overview
- Escalation Resolution and ticket management , Reporting, Gap and Exception analysis ,Identifying controls to fix
- Finding RC and Proactively raising issues/alarms to manager or stakeholders
- Meet business metrics and goals, i.e., SLA, production, and quality targets
- Creating reports using MIS Excel Pivot Tables , Planning and Prioritization,
- Partner/Product Communication
- Maintains records of day to day work by updating trackers or workflow tools
- Responsible for giving timely responses to stakeholders on related tasks with guidance ,i.e., as per SOP and SLA
- Generated reports of findings to help management with making key decisions
- Designed plans to improve operations and suggested changes to systems for overall organization
- Met SLAs and internal and external regulatory standards by conducting scheduled procedural and tool audits
Amazon Development Centre
Subject Matter Expert, Process Executive
08.2017 - 10.2020
Job overview
- As SME (Subject Matter Expert)wherein I have coached new hires team and helped them tracking their performance and to improve on their weak points , groomed them to help them understand and deliver process while adhering to company's policies and procedures
- Responsible for effective & timely training of bottom performers so as to help and avoid and process gaps
- As a iSupport member (To coach & train associates on new processes and updates).DOP support : DART on Phone during peaks, where I had given resolution to associates on call
Education
Pune UniversityKopargaon
Bachelor of Engineering
05-2017
University Overview
Skills
- Strategic Insights
- Customer Onboarding Process
- Cross-functional collaboration
- Root cause analysis
- Process improvement
- Dashboard implementation
- Model performance
- Requirements gathering
- Report generation
- Project planning
Certification
- Tableau 2020 A-Z: Hands-On Tableau Training for Data Science by Udemy
- SQL: Data Reporting and Analysis by LinkedIn
- Excel: Power Pivot for Beginners by LinkedIn
- Introduction to Data Analysis Using Google Spreadsheet by LinkedIn
- Creating Dynamic Dashboards by Skill Nation
Accomplishments
Accomplishments
- Amazon: Peak Period Award (2018-19), Best Process Executive (2019-20), CDP Awards (2019) x2, Silver RNR Award (2019), Quality Champion (2020).
- Sanjivani Techfest: Led "Query Through SQL" (2016-17), Committee Member for event management.
Timeline
Sr.Customer Success Analyst
Sentisum
05.2023 - Current
Insights Analyst
Sentisum
09.2022 - 04.2023
Business Analyst
BharatAgri
07.2021 - 08.2022
Business Operations Analyst
Amazon Development Centre
11.2020 - 07.2021
Subject Matter Expert, Process Executive
Amazon Development Centre
08.2017 - 10.2020
Pune University
Bachelor of Engineering
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