Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Surbhi Wagdre

Indore

Summary

Dynamic Sr. Customer Insight Analyst of 9yr experience at Group Bayport with a proven track record in data reporting and analysis. Leveraged customer insights to enhance satisfaction and retention, driving strategic improvements. Skilled in cross-functional team leadership and effective communication, consistently delivering actionable recommendations that elevate customer experiences.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Customer Insight Analyst

Group Bayport
Ahmedabad
03.2023 - Current
  • Lead data analysis initiatives to uncover customer trends, behaviors, and needs, directly influencing the organization’s customer-centric strategy
  • Developed insights on customer satisfaction, retention, and purchasing patterns, presenting findings to senior leadership to guide decision-making
  • Utilize advanced analytics tools and methodologies to generate detailed reports and actionable recommendations for product and service improvements
  • Analyzed large datasets with statistical methods and software programs.

Quality Analyst

Group Bayport
Ahmedabad
07.2023 - 04.2024
  • Conducted thorough quality checks on customer-facing materials and processes, ensuring they align with organizational standards and meet customer expectations
  • Identified key areas for process optimization and worked with teams to implement changes that improved customer satisfaction and operational efficiency

Content Moderator

TaskUs
Indore
06.2022 - 04.2023
  • Moderated and analyzed customer interactions to ensure compliance with company standards, identifying trends in customer feedback and complaints
  • Provided actionable insights into content quality improvements, helping to drive content moderation strategies that align with customer expectations
  • Remote

Relationship Manager

Airtel
Indore
03.2022 - 06.2022
  • Managed client relationships, analyzed customer feedback, and provided actionable insights to improve customer retention and satisfaction
  • Utilized data-driven strategies to identify opportunities for upselling and cross-selling, successfully increasing customer engagement and product adoption

Technical Support Engineer

ASUS
Indore
05.2020 - 12.2021
  • Provided technical support and customer service, identifying recurring issues and contributing to the development of customer support strategies
  • Gathered and analyzed customer data to identify pain points, working with cross-functional teams to develop solutions that enhanced the overall customer experience
  • Remote

Business Development Executive

Vedantu
07.2019 - 02.2020
  • Developed new business opportunities by identifying customer needs and aligning them with the company’s educational products
  • Utilized analytical skills to track sales and customer feedback, offering key insights for improving business strategies and customer acquisition
  • Full-time

Education

Master of technology - Electronics And Commmunication

RGPV University
Indore
01.2022

Bachelor of technology - VLSI

RGPV University
INDORE
01.2019

Skills

  • Customer Insights & Analytics
  • Data Reporting & Analysis
  • Business Development & Strategy
  • Process Improvement
  • Customer Satisfaction & Retention
  • Technical Support & Troubleshooting
  • Content Moderation & Quality Analysis
  • Relationship Management
  • Process enhancement
  • Research and analysis
  • Soft Skills (Communication, Problem-Solving, Negotiation)
  • Cross-functional team leadership

Accomplishments

  • Improved customer retention rates by identifying and resolving key pain points through data-driven insights in my role as a Senior Customer Insight Analyst.
  • Successfully identified and optimized processes as a Quality Analyst, resulting in improved customer satisfaction scores.
  • Developed successful business strategies and built strong relationships with clients, contributing to an increase in product adoption and sales.

Certification

  • Six sigma courses with certification.

Timeline

Quality Analyst

Group Bayport
07.2023 - 04.2024

Sr. Customer Insight Analyst

Group Bayport
03.2023 - Current

Content Moderator

TaskUs
06.2022 - 04.2023

Relationship Manager

Airtel
03.2022 - 06.2022

Technical Support Engineer

ASUS
05.2020 - 12.2021

Business Development Executive

Vedantu
07.2019 - 02.2020

Master of technology - Electronics And Commmunication

RGPV University

Bachelor of technology - VLSI

RGPV University

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Surbhi Wagdre