Vedant Pandya

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.

Google Data Analytics

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.