Vedant Pandya
Lead - Customer Insight and Analytics
Ahmedabad
Summary
Dynamic Lead - Customer Insight and Analytics with over 2 years of experience specializing in the design and execution of complex data solutions in a high-volume data environment. Adept at advanced SQL and PL/SQL, with a robust background in data warehousing, ETL, and BI tools implementation. Proven expertise in leveraging cloud and Big Data technologies to drive business intelligence and data-driven strategies. Strong leader and communicator, proficient in translating intricate data insights into actionable business decisions and strategies. Committed to fostering a data-centric culture at Group Bayport, ensuring data integrity, and optimizing operational efficiency through innovative analytics solutions.
Overview
3
3
years of professional experience
7
7
Certifications
Work History
Lead - Customer Insight and Analytics
Group Bayport
06.2024 - Current
- Spearheaded the strategic development and execution of analytics solutions to map and enhance the customer journey, driving key improvements in customer engagement and business growth.
- Developed and managed the implementation of advanced analytics dashboards that monitor and report on customer feedback, agent performance, and product returns, significantly reducing return rates and enhancing overall customer satisfaction.
- Led the design and execution of SQL-driven data processes for extracting, transforming, and loading (ETL) customer data, enhancing data accuracy and availability for real-time analytics applications.
- Utilized SQL extensively to create and maintain robust customer segmentation models, analyzing behavior, demographics, and purchasing patterns to drive targeted marketing and personalized customer engagement strategies.
- Collaborated with IT and data engineering teams to optimize database performance, ensuring efficient data query processes that support dynamic reporting and analytical dashboards.
- Mentored a team of analysts in SQL and advanced analytics techniques, fostering a culture of continuous improvement and elevating the team’s capabilities in data manipulation and insight generation.
- Achieved measurable improvements in customer retention and satisfaction by leveraging SQL to develop predictive models and conduct complex data analyses that inform strategic decisions.
Team Coach
Group Bayport
04.2023 - 06.2024
- Work closely with team members to set clear goals, define roles and responsibilities, and establish a shared vision for success. Foster a positive team dynamic, encourage collaboration, and cultivate a culture of continuous learning and improvement.
- Provide one-on-one coaching and mentorship to team members, supporting their skill development, helping them overcome challenges, and guiding them toward their professional and personal goals. Offer constructive feedback, guidance, and support to enhance individual performance and career growth.
- Monitor team progress toward goals and objectives by tracking key performance indicators and providing timely feedback. Identify areas for improvement and implement strategies to boost performance and productivity.
- Proactively identify and resolve conflicts or disagreements within the team. Act as a mediator, facilitating constructive discussions and helping team members reach mutually beneficial solutions. Foster a positive and respectful work environment.
Advisor
Group Bayport
07.2022 - 04.2023
- Single-handedly assigned a pilot project for Vivyx Printing to retain old clients. I accurately compiled and processed the data, successfully converting 18 clients.
- Entrusted with a major task by the accounts team to review customers' old tax certificates and update their account status as exempt or non-exempt.
- Assigned a two-day pilot task on the abandoned cart recovery for Covers&All and BannerBuzz, encouraging customers to complete their purchases.
- Handled multiple tasks while efficiently resolving customer queries, ensuring high customer satisfaction.
- Responsible for all aspects of customer service, from processing new orders to providing ongoing support even after order shipment.
- Managed the online ordering system for multinational corporations, assisting customers personally and professionally throughout the order process.
Education
Bachelor of Commerce - Business Analysis
Gujarat University
Ahmedabad, India 04.2001 -
Skills
Advanced SQL and PL/SQL
Data Warehousing and ETL
BI Tools and Data Visualization
Predictive Analytics and Modeling
Big Data Technologies
Leadership and Team Development
Project Management
Scripting and Automation
Strategic Stakeholder Engagement
Cloud Technologies
Certification
Google Data Analytics
Projects
Interactive and Insightful Dashboards and Other Projects for Customer Journey Improvement:
- Customer Journey Dashboard - Across All Business
Created a centralized dashboard that integrates 63 KPIs from various sources to map the customer journey across five stages: Awareness, Consideration, Decision, Delivery & Use, and Loyalty. This tool helps identify daily impacts on customers, pinpointing opportunities for improvement and strategic customer engagement enhancements. - Voice of Customer Dashboard - (Company-Wide)
Led a team of five to develop a dashboard that audits and analyzes individual customer feedback to streamline issue resolution via the website, thus reducing dependency on customer service. This initiative significantly enhanced the customer experience and operational efficiency. - Voice of Customer Dashboard - Amazon
Developed an automated dashboard for monitoring MFN/FBA returns, which independently updates to track products with high return rates and defects. This dashboard informs product quality improvements and operational strategies, reducing return rates and increasing customer satisfaction. - Agent Performance Dashboard
Implemented a performance tracking system accessible to all agents, leaders, and department heads, providing insights into individual and team performance metrics. This system helps in recognizing top performers, aiding low performers, and optimizing overall team effectiveness. - Customer Satisfaction Dashboard
Monitored and analyzed customer satisfaction across various communication channels, including chat, call, and email. The insights gained are used to drive improvements in service delivery, enhancing customer satisfaction and identifying best practices among top performers. - Customer Segmentation Using SQL
Employed SQL to segment customers based on behavior, demographics, and purchasing patterns into groups such as high-value, frequent, and at-risk. This segmentation aids in targeted marketing strategies, enhances customer retention, and maximizes revenue through personalized engagement.
Timeline
Certified Data Scientist
11-2024
IBM certified database administrator
10-2024
Google Data Analytics
08-2024
Lead - Customer Insight and Analytics
Group Bayport
06.2024 - Current
Lean Six Sigma Green Belt Certification – IASSC or ASQ.
06-2024
SQL for data Science
01-2024
Basic to Advanced Microsoft Excel
07-2023
Team Coach
Group Bayport
04.2023 - 06.2024
Microsoft Power BI Certification: DA-100 | PL-300 Exam Prep
01-2023
Advisor
Group Bayport
07.2022 - 04.2023
Bachelor of Commerce - Business Analysis
Gujarat University
04.2001 -