Business Analyst Customer Success

ESHA SINGH

SEATTLE, WA Phone: +1-425-***-**** E-mail: ******@*****.*** LinkedIn: https://www.linkedin.com/in/eshasingh92 EDUCATION

University of Washington – Michael G. Foster School of Business Seattle, WA Master of Science in Information Systems (GPA :3.93/4.0) June 2022 – June 2023 Key Courses: IT Strategy & Org, Digital Transformation, IT Project Mgmt, Business Data Mining & Analytics, Adv. DB Systems, Cloud Computing Certified: AWS Certified Cloud Practitioner (April 2023) - http://bit.ly/40HZ9XV International Institute of Information Technology Bangalore, India Post-Graduation Diploma in Data Science (GPA: 3.7/4.0, Credentials - http://bitly.ws/zqs7 ) July 2018 – June 2019 CMR Institute of Technology (Visvesvaraya Technological University (VTU)) Bangalore, India Bachelor of Engineering: Computer Science and Engineering (GPA: 3.7/4.0) Aug 2010 – June 2014 WORK EXPERIENCE

CAPILLARY TECHNOLOGIES, BANGALORE, INDIA July 2014 – June 2022 (8 Years) An AI-based cloud-native SaaS product and solutions company offering omnichannel customer engagement across the globe. Manager, Analytics & Data Science, Global Feb 2020 – June 2022

• Leveraged Statistical Modeling in SQL and Python to develop CRM strategies, driving growth in ROI, repeat business, and customer lifetime value while reducing customer churn for Retail businesses across India, South-East Asia, China, and the Middle East.

• Automated advanced analytics with Python on Databricks, saving 75% team bandwidth and delivering solutions that boosted repeat business by 50%, ROI by 5-10X, and reduced customer churn rate by 5%.

• Collaborated with product engineering team as a Product Manager to automate analytics features/models, including RFM

(Recency, Frequency and Monitory) Segmentation, using Agile methodologies, saving 100% bandwidth.

• Drove 10X ROI improvement with targeted omni-channel campaigns using customer segmentation and propensity models.

• Achieved consistent Manager NPS scores of 9 out of 10 in Employee NPS surveys by successfully mentoring, formulating role expectations, designing career progression plans, and implementing a robust training program for a team of 20+ members. Engagement Manager/ Analytics Consultant, Customer Success, South-East Asia Region April 2018 – Jan 2020

• Led the Customer Success team for Specific analytics driven accounts/projects. Responsible for building and maintaining a relationship with the client. Traveled to Singapore every month for monthly/quarterly Business review meetings.

• Converted 50% of the Red/Risk accounts and retained the Customer churn rate target for the company (to below 1%).

• Prepared and pitched Analytics solutions with Sales team with 70% success in deals.

• Achieved 20% increase in revenue for the accounts by cross selling Analytics consulting projects like loyalty program designing, campaign analysis and designing, etc.

Business Analyst & Senior Business Analyst, Analytics, South-East Asia & India Region July 2014 – March 2018

• Led Analytics Projects in the retail domain in the SEA and India regions for leading Retailers across verticals such as Apparel

& Fashion, Electronics, Supermarket, Quick Service Restaurant, Jewelry & Luxury. Promoted to SBA in a short span of time.

• Formulated campaign Strategy considering seasonality effect resulting in ~5% increase in top line sales.

• Automated ETL using SQL helped reduce manual operating time by 95% for clients in South-east Asia and China. SKILLS

• Technical Skills: SQL, Python, R, Hive, Tableau, Qlikview, Google Analytics, MySQL, Databricks, Qubole, R Studios, AWS Cloud, Jira, Confluence, Advanced MS Excel, MS PowerPoint, MS Word, Power BI.

• Analytics/Data Modeling skills: Descriptive, prescriptive, and predictive analytics, Clustering, Customer journey building, Campaign design and analysis, Market Basket Analysis, Churn model, Transaction prediction model, Loyalty program design.

• Leadership Skills: Consulting, Program Management, De-facto Product Management, Team building, Mentoring, CRM. ACCOMPLISHMENTS

• Won 2nd place in the Student IT Architecture Competition (SITAC) in May 2023 representing UW amongst 4 universities and 3 countries.

• Won a Gold award for the company under “Best Use of Customer Analytics/Data” at the International Loyalty Awards in June 2022 and Loyalty & Engagement Awards in Singapore in Aug 2022.

• Part of the SheLeads Women Leadership and coaching program conducted by CFI (Coaching Foundation India) in Aug 2021.

• “Capillary Rockstar” Annual Award in Aug 2020. "You Earner It" & "Spot Award' in Aug 2015, July 2017 and Jan 2019.

• Certified Customer Success Professional and Expert - Certification from Capillary Technologies in March 2019.

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