Intelligence Analyst Call Center

Suvidha Pathak (Lean Six Sigma Green Belt) *****************@*****.***

**** * ********** *****, ***** AZ 85281 +1-469-***-**** https://www.linkedin.com/in/suvidha-pathak-393b6513a/ EDUCATION

W. P. Carey School of Business at Arizona State University August 2021 – May 2022 Master of Business Analytic (MSBA) (3.6 GPA) Tempe, AZ

• Relevant Coursework: Data Mining, Enterprise Analytic, Descriptive and Predictive Supply Chain Analytics, Data Driven Quality Management, Analytical Decision Modelling, Business Analytics Strategy, Marketing Analytics, Deep Learning Punjab Technical University August 2008 – May 2012 Bachelor of Technology (B. TECH), Electronics & Telecommunication India

• Honors: 3.8 GPA

PROFESSIONAL EXPERIENCE

Business Intelligence Analyst, Data Analytics, Visualization March 2022- May 2022 W.P Carey Business School, ASU Tempe, AZ

• Responsible for data visualization and analysis of session, ASU HR dashboard creation and maintenance using Tableau, user demographics, and push notification engagement data for ASU Mobile App.

• Cleaned and displayed canvas and external learning tool data for course and instructor evaluation, used python to classify students into different types based on canvas caliper data designed to develop and implement scalable data extraction, reporting, analysis, and quality control. Consultant Intern Jan 2022 – May 2022

Healthcare Company, Tempe, Arizona Tempe, AZ

• Developed a structured way to solve business problem to optimize the scheduling time required to perform a surgery and booked the operation room based on the predictive model which saves ~ 8 Minutes Equivalent $ Amount (avg) = $ 434

• Built a predictive model which identified the physicians who were at risk of leaving the healthcare company which helped business to increase their overall market share by 15%. Analyzed requirements and created test strategy, test plan for various scenario in testing

• Managed end-to-end model development process by coordinating cross functional teams by designing and deploying code under tight deadlines. PM Escalation Support, Contact Center Ops O365 Nov 2019 – April 2021 Microsoft, Seattle Seattle, WA

• Managed Incident Ticket/ Triage, Escalation Program that interacted directly with LATAM, coordinated projects and bridge calls with internal and external partners & dive deeper to seek resolution under TAT expectations .

• I proactively identified root causes, mitigate issues, and solved any escalation scenario within O365 meeting SLA's responses by analyzing & visualizing the potential growth across the company for stakeholders which resulted an increase in efficiency by 20% in three months .

• Identified product bugs after system upgrade, internal customer issues and worked on fixes in collaboration with product vendor to multiple cross- platform projects teams to meet overall goal of a 5% increase in customer retentions. Optimized customer's quality of service and SLA from 18 to 5 days on the case first touch by supervising 30+ call center frontline engineers/service center operations team. Sr. Solution Integrator for RNAM Hosting May 2016 – Dec 2017 Ericsson Global Services India

• Performed as a Solution Integrator supporting O&M, end to end troubleshooting, KPI analysis,configuration and provisioning of AT&T ‘s Connected Vehicles Cloud solution on large datasets and handled internal issues related to customers which drastically improved SLAs by 20% .

• Identified key metrics performance indicators,performed daily health checkups, raised change requests, work requests,translated data into actionable insights using appropriate analytical solutions & built data reporting tools to measure results to manage expectations and delivered quality results on time to clients by agile methodology.

• Developed and presented weekly business review reporting dashboard for the US client (AT&T) which helped increasing their business by 5%.

• Analyzed trends in the industry related consumer/customer & helped the business leaders discover interesting trends to evolve the organization’s people strategy and introduce new mechanisms for data reporting and necessary documentation by delivering critical insights from raw data. Core Network Engineer July2012 – May2016

Ericsson Global Services India

• Handled customer escalations of CS Core network,performed audit analysis,conduct in-depth research, and provided quantitative analysis to evaluate new projects and business opportunities by defining key metrics and took appropriate actions to ensure all systems/nodes are operational working which resulted in increase in efficiency by 10%.

• Analyzed for CS Core network system installations, patch upgradation, performed troubleshooting and maintenance of database which resulted in 99% uptime policy for the Ericsson’s production systems & provided business insights to stakeholders as a part of strategic planning & decision- making process based on historical data.

Assignments/Projects

• Predicted hotel booking cancellation for MG_ Group supplier, using multiple classification methods based on run time and accuracy in classification. Achieved an accuracy of 82.6% using KNN algorithm to forecast the hotel booking.

• Utilized python’s scikit learn machine learning library for various classification models such as Decision tree, Random Forest and did parameter tuning to classify if a customer is satisfied or dissatisfied with banking experience for Santander Bank Customer.

• Used customer and sales data to analyze which customer will purchase a quoted insurance plan using Machine Learning classifiers and performed Hyperparameter tuning.

SKILLS & ACTIVITIES

Computer Skills: Microsoft Office (Word, Excel, PowerPoint), Machine Learning, SharePoint, Active Directory, Fidler Traces, UNIX, Postgres SQL, Python, R, Tableau, Power BI, Minitab, SPSS, SAS, advisory, audit, Alteryx, SOAP & REST, XML VOLTE, IP-Networking, LTE. Technical Skills: Tier2 Operations and Maintenance, Configuration and Testing, Project Management, Analytical Ability, Decision Making, Project Planning & Total Quality Management, Customer Relationship Management, forecasting, Agile methodology. Statistical Skills: Regression, A/B Testing, Classification, Clustering

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