Sourabh Lal
Linkedin.com/in/sourabh-lal03
Summary
Results-driven data analytics professional with extensive experience in customer analytics, marketing insights, and compliance reporting. Expertise in developing interactive dashboards, analyzing large datasets, and translating complex data into actionable business recommendations. Proven track record of improving customer satisfaction by 15% and resolution rates by 20% through data-driven initiatives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Subject Matter Expert (Lead)
Concentrix
Gurugram
07.2021 - Current
- Maintain and develop various dashboards, focusing on specific strategic initiatives, enabling drill-down into performance drivers and KPIs for stakeholders.
- Plan and execute business analytics, leveraging customer data to generate actionable insights in collaboration with operations teams, resulting in a 15% improvement in customer satisfaction scores.
- Analyze large customer datasets (cross-domain) to derive business insights and create innovative solutions for customer experience optimization.
- Develop insightful content and analysis for communication with leadership, creating reports that highlight trends, risks, and operational insights.
- Articulate and position business findings across products, channels, to leadership, and key partners, translating complex data into compelling business narratives.
- Provide support on production issues and compliance requirements, while strengthening control management, and bringing discipline and agility to operational processes.
- Analyze issues, mitigating controls, and process data to identify trends, emerging risks, and regulatory concerns through thorough root cause analysis.
- Monitor potential risks associated with recurring issues and process gaps, implementing preventive measures to maintain data integrity and security.
- Produce regular daily reports for senior management outlining issue trends and regulatory risks, with insights into remediation effectiveness and compliance standards.
- Identify systemic issues and recommend remediation strategies that improve resolution rates by 20% while enhancing regulatory compliance.
Senior Associate
Concentrix
Gurugram
05.2015 - 07.2021
- Maintained and validated customer acquisition reporting for operations teams, ensuring data integrity and accuracy in performance tracking.
- Tracked and analyzed trending customer issues, preparing detailed reports for management that highlighted patterns requiring process improvement.
- Performed quantitative and qualitative analysis of Voice of Customer metrics and operational data to uncover friction points in the customer journey.
- Served as the escalation point for complex customer issues, capturing timely resolution metrics to drive client retention and compliance adherence.
- Facilitated seamless returns and exchanges, adhering to company policies while prioritizing customer convenience.
Technical Support Associate (Part-Time)
Dev Computer Technology
New Delhi
01.2011 - 10.2014
- Analyzed customer interaction data to identify recurring technical issues and develop proactive resolution strategies.
- Created and maintained detailed documentation of customer interactions and solutions, supporting knowledge management initiatives.
- Developed data-driven knowledge base articles and user guides, enhancing self-service support options through content creation.
- Utilized diagnostic tools to identify patterns in technical issues, enabling more efficient problem resolution pathways.
- Collaborated with cross-functional teams to analyze recurring technical problems and implement preventive measures, remote support software, and knowledge bases to troubleshoot.
Education
Master of Computer Applications (M.C.A)
Indira Gandhi National Open University (IGNOU)
06-2020
Bachelor of Computer Applications (B.C.A)
Indira Gandhi National Open University (IGNOU)
12-2014
12th: Medical Stream With Mathematics
C.B.S.E
05-2008
Skills
Data Analysis and Visualization: Power BI, Tableau, Python, SQL, Data Analysis Expressions, and Julius AI
Business Analytics: KPI tracking, trend analysis, predictive modeling, root cause analysis
Tools and Technologies: Microsoft Excel, LibreOffice, Google Analytics 4, and CRM tools (Aviary, CSC)
Compliance and Risk Management: Regulatory compliance, and issue resolution
Soft skills: Problem-solving, collaboration, communication, adaptability, and attention to detail
Certification
Full Stack Data Science and AI Alma Better & IIT Guwahati | Pursuing
- Industry-standard tools and frameworks for data science, machine learning, and AI applications
- Python, SQL, machine learning algorithms, and deep learning frameworks
Projects
Google Stock Price Analysis | Power BI
- Developed an interactive dashboard analyzing Google’s historical stock performance, tracking key metrics such as daily price movements, trading volume, and market trends.
- Implemented advanced DAX formulas to calculate technical indicators (e.g., moving averages, RSI) for trend analysis.
- Created dynamic visualizations to identify price patterns and volatility trends, enabling data-driven investment insights.
World Bank Global Education Analysis | Data Visualization
- Conducted exploratory data analysis (EDA) on the World Bank’s global education dataset using Python.
- Analyzed trends across multiple countries, identifying correlations between education spending, literacy rates, and economic indicators.
- Created interactive visualizations highlighting regional disparities in educational access and resource allocation.
- Generated actionable insights on factors influencing educational outcomes across developing and developed nations.
Accomplishments
- Participated in Illuminate 2013, a series of pre-Eureka business plan workshops arranged by E-Cell, IIT Bombay, and Nurture Talent Academy.
- Mentored a school team to the 2006 Zonal Championship as Sports Team Captain.
- Participated in inter-school events for sketching, painting, and drawing.
Hobbies & Interests
- Exploring diverse cuisines
- Playing video games and chess
- Painting and coloring
Languages
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
German
Beginner (A1)
A1
Timeline
Senior Subject Matter Expert (Lead)
Concentrix
07.2021 - Current
Senior Associate
Concentrix
05.2015 - 07.2021
Technical Support Associate (Part-Time)
Dev Computer Technology
01.2011 - 10.2014
Master of Computer Applications (M.C.A)
Indira Gandhi National Open University (IGNOU)
Bachelor of Computer Applications (B.C.A)
Indira Gandhi National Open University (IGNOU)
12th: Medical Stream With Mathematics
C.B.S.E
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