Customer Management

Ishan Narang

Mobile: +1-425-***-**** (USA)

*****.********@*****.***

Holds H1B Visa valid till Sep-2017

PROFILE SUMMARY

* ***** ** ********** ** Decision Science professional with experience in Online paid search Advertising,

Customer Support & Services Analytics, Survey analytics and Web analytics

Proficient with SQL, MS Office, VBA, Big data - COSMOS/SCOPE, Omniture Site catalyst

Managing a team of 30 Decision Scientists in an onsite-offshore global delivery model. Key Responsibilities

include Client management, Project management, Resource management, Project scoping, Delivery

management. Managing a portfolio of $5M engagement

EDUCATION

Bachelors in Engineering, Electronics & Communication Engineering 2006 - 2010

L.D.R.P. Institute of Technology and Research, Ahmedabad, India

PROFESSIONAL EXPERIENCE

Client Engagement Manager Jan’15 – Present

Mu Sigma Inc, Seattle, USA (Industry – Online Search Advertising)

Working explicitly on the mobile search advertising. Quantified the impact of various products launched on mobile and measured

their performance.

Deep dived into various OSs and mobile devices to understand the monetization drivers better and drive actionable insights and

recommendations.

Understood factors driving performance differences across devices. Analyzed speech and text queries to remove noise and

identified ways to improve monetization and user experience.

Senior Associate Jul’14 – Dec’14

Mu Sigma Inc, Seattle, USA (Industry – Online Search Advertising)

Working explicitly on the mobile search advertising. Quantified the impact of various products launched on mobile and measured

their performance.

Deep dived into various OSs and mobile devices to understand the monetization drivers better and drive actionable insights and

recommendations.

Understood factors driving performance differences across devices. Analyzed speech and text queries to remove noise and

identified ways to improve monetization and user experience.

Associate Apr’14 – Jun’14

Mu Sigma Inc, Seattle, USA (Industry – Online Search Advertising)

Worked for one of the largest technology giants. Lead a team of 3 decision scientists and worked as an onsite counterpart in an

onshore-offshore delivery model.

Worked on various Descriptive and Inquisitive problems to help the business measure and understand the drivers (Demand,

Supply and Platform) impacting the system performance.

Identified various seasonal/ trending now events and explained the cause of fluctuations in the market. Also, helped improve

system monetization and user experience during these events.

Senior Business Analyst Jul’12 – Mar’14

Mu Sigma Inc, Bengaluru, India (Industry – Social media analytics, Web analytics, Digital marketing analytics)

Social Media Analytics :

o Lead a team of 3 analysts.

o Developed an index capturing the performance of various social media pages across Facebook, Twitter and YouTube.

o Identified various social media KPIs to measure engagement, virality and reach.

o Computed a mathematical equation to calculate Social media index and developed an automated Excel/ VBA tool to

measure its continuous performance.

Web Analytics :

o Lead a team of 5 analysts.

o Helped improve conversions on one of the websites.

o Identified various factors of click stream data to drive higher engagement on the website.

o Achieved higher conversion rate based on the recommendations - changes in webpage layout, registration process, etc.

o Used Omniture Site catalyst to understand the most common paths traversed by the users and provide

recommendations based on same.

Digital marketing Analytics :

o Lead a team of 6 analysts.

o Understand various marketing strategies of competitor which includes media type, source, content, theme, time/ day of

post, etc. and identify the gaps when compared to clients'.

o Generate insights based on the identified gaps leading to better marketing techniques with minimized spend.

Business Analyst Jan’11 – Jun’12

Mu Sigma Inc, Bengaluru, India (Industry – Customer Support and Survey analytics)

o Worked towards improving customer satisfaction by analyzing and interpreting survey results and generating insights.

o Analyzed how operational aspects of a customer support system impact the customer satisfaction. Analyzed B2C and

B2B survey results differently.

o Developed automated dashboards, heat maps for better visualization and ease of consumption.

AWARDS AND ACHIEVEMENTS

Impact award, Lead the team of 5 analysts and converted a 2 month pilot engagement into a retainer – Mu Sigma 2012

Spot award, Individual contribution towards achieving high quality delivery - Mu Sigma 2011

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