Sourabh Gusain
New Delhi
Summary
Analytical professional with 3.8 years of experience in data management and client relations. Expertise in Advanced Excel, MySQL, Python, and Power BI supports strategic data extraction and performance visualization. Background in hospitality operations and data analytics drives exceptional customer service, stakeholder management, and transformation of raw datasets into actionable insights for informed business decisions.
Overview
4
4
years of professional experience
Work History
Senior Advisor II (Data Operations & Client Relations)
Concentrix Services India Pvt. Ltd.
New Delhi
06.2022 - Current
- Dashboard Architecture: Engineered and routinely managed detailed Excel-based performance tracker dashboards using complex pivot tables and charts to synthesize metrics for team productivity, quality scores, and key SLAs.
- Data Reporting & Metrics Analysis: Systematically extract, scrub, and analyze multi-tiered daily, weekly, and monthly operational performance data from internal platform architecture to track critical team success metrics.
- Resolved complex client issues by employing targeted problem-solving techniques that enhanced client satisfaction. : complex client issues through effective problem-solving techniques.
- Workflow Engineering: Continually audited and enhanced manual reporting pipelines, introducing optimized spreadsheet models that significantly cut manual administrative workload hours.
- Content Operations & Compliance Management: Oversee end-to-end content delivery pipelines ensuring strict compliance with evolving platform moderation criteria, identifying high-yield creators, and evaluating macro-level content trends to enhance baseline platform quality.
- Diagnosed performance variances and trend gaps from data summaries to formulate actionable recommendations for leadership, facilitating transparency and alignment.
- Analyzed recurring moderation escalations and creator feedback trends to conduct root-cause analysis, translating user friction points into recommendations for technical teams to refine policy frameworks.
Education
B.Sc. - Catering Science & Management
Bharathiar University (UEI Global)
New Delhi06-2019
Diploma - Hospitality Management
Shridhar University (UEI Global)
New Delhi12th Grade (CBSE) -
P.S.M. Public School
New Delhi10th Grade (CBSE) -
Jeevan Public School
New DelhiSkills
- Dashboard creation
- Data analysis
- Data visualization
- Business Intelligence
- SQL querying
- MySQL
- Power BI
- Advanced Excel
- Pivot Tables
- Pivot Charts
- VLOOKUP
- XLOOKUP
- HLOOKUP
- IF
- COUNTIFS
- SUMIFS
- Data Validation
- Slicers
- Data Automation Tools
- Root cause identification
- Stakeholder management
Personal Skills Attributes
High visual acuity and attention to detail, Client-centric problem solving, Strict compliance integrity with sensitive media, Sharp logical mindset, Proactive resolution capabilities, Fluent command across spoken and written English & Hindi., Fully adaptive and agile with night-shift requirements and flexible rotational schedules.
Technical Projects Applications
- Operational Performance Dashboard (Power BI), Designed and launched a multi-view interactive operational mock dashboard by importing, transforming, and modeling unstructured multi-format data via Power Query to map critical team metrics and KPIs.
- Relational Database Queries (MySQL), Created localized relational mock databases to practice authoring optimized queries, managing core dataset filtering, joining distinct relational dimensions, and producing summary analytics.
Technical Skills
Authoring baseline structured queries, Data extraction (SELECT, WHERE), Sorting/grouping (GROUP BY, ORDER BY), Aggregate functions (SUM, AVG, COUNT), Table joins, Relational database structures, Python : Variables, Data Types, Operators, Lists, Tuples, Dictionaries, Sets, Conditional Statements (if/elif/else), Loops (for, while), Functions, Basic File Handling, Exception Handling, NumPy (Basic), Pandas (Basic for Data Cleaning & Analysis), Dynamic data ingestion, Dataset transformation via Power Query, Designing interactive analytical dashboards, Visualization matrices, Basic DAX formulations, Pivot Tables & Pivot Charts, Advanced lookups (VLOOKUP, XLOOKUP, HLOOKUP), Conditional statistical modeling (IF, COUNTIFS, SUMIFS), Data Validation, Slicers, Dynamic KPI dashboards, Google Sheets, Microsoft Word, TCS & Lark Operations ecosystem, Business Intelligence basics, Customer Service Excellence, Stakeholder Interaction Management.
Timeline
Senior Advisor II (Data Operations & Client Relations)
Concentrix Services India Pvt. Ltd.
06.2022 - Current
B.Sc. - Catering Science & Management
Bharathiar University (UEI Global)
Diploma - Hospitality Management
Shridhar University (UEI Global)
12th Grade (CBSE) -
P.S.M. Public School
10th Grade (CBSE) -
Jeevan Public School