Headline

Senior Analyst | Support Operations & BI | Tableau · Power BI · SQL · Python | SLA & CSAT Analytics | Escalation Prediction | Operational Reporting | 8+ Years · Healthcare · E-Commerce · IT Services

About

With 8+ years across healthcare IT (Oracle Cerner), e-commerce risk intelligence (Amazon), and procurement analytics (IBM), I've built dashboards, prediction models, surfaced hidden SLA gaps, and helped operations teams move from reactive firefighting to proactive management. → Design Tableau and Power BI dashboards tracking SLA attainment, CSAT, agent utilization, backlog, and case volume — across global support organizations → Build Python + SQL ETL pipelines that automate recurring reporting and deliver weekly KPI packs to senior stakeholders without manual intervention → Develop escalation prediction models using historical case data — identifying at-risk tickets 48 hours before breach, enabling proactive intervention → Partner with Customer Success, Engineering, Finance, and Sales Ops to align on KPI definitions, governance standards, and data dictionaries My background in risk investigation means I think in anomalies, patterns, and operational gaps — not just charts. That lens makes the difference between a pretty dashboard and one that actually changes decisions. Currently targeting Senior Data Analyst roles in Support Operations and Customer Success analytics, where data drives service delivery excellence at scale. Core stack: Python · SQL · Tableau · Power BI · Pandas · Scikit-learn · Snowflake Domain: SLA analytics · CSAT reporting · WFM forecasting · Escalation prediction Open to connecting with analytics leaders, CS operations professionals, and data teams building the infrastructure behind exceptional customer experience.

Location

Bengaluru

AI stack

claude code

gemini

ChatGPT

Work experience

Technical solution analyst 2 at Cerner Corporation, Sep 2022 - Present · 4 yrs, Bengaluru, Karnataka, India

Investigations Specialist at AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED, Nov 2018 - Apr 2022 · 3 yrs 6 mos

Purchase Executive at Vertex Techno Solutions (B) Pvt Ltd, Sep 2017 - Apr 2018 · 8 mos

Procurement Specialist at IBM, Aug 2016 - Aug 2017 · 1 yr 1 mo, Bengaluru, Karnataka, India

Education

Bachelor of Engineering - BE, Computer Science, Visvesvaraya Technological University