Data Analyst Customer Experience

Praneeth Reddy Gaddam

Email: ********************@*****.***

Mobile: +1-510-***-****

Data Analyst

PROFESSIONAL SUMMARY:

Data Analyst with 4+ years of experience demonstrating analytical thinking, attention to detail, and problem-solving skills to deliver actionable insights and support data-driven decisions. I am also an innovative thinker.

Skilled in PL/SQL for writing and analyzing complex queries and stored procedures, along with proficiency in Microsoft Office suite, connecting dots across applications for an E2E view.

Proven ability to gather business requirements and translate them into scalable data solutions, effectively communicating across the organization to technical and non-technical audiences.

Conducted data analysis to identify service gaps and enhance customer experience initiatives, working well in a team environment with minimal supervision and a willingness to ask questions.

Developed BRDs, FRDs, and SOPs to support data documentation and transparency across analytics projects, while also identifying priorities and managing multiple projects simultaneously.

Hands-on experience with Oracle Exadata or 10g and above, managing large datasets and enabling scalable data analytics solutions, while also being a team player who can influence.

Created real-time analytics workflows using PL/SQL to automate reporting tasks and enable data-driven decisions across business operations, with strong communication and presentation skills.

Collaborated with data scientists to deploy machine learning models, enhancing prediction and segmentation strategies, while working in Agile/scrum teams for prioritization of work.

Automated recurring reporting processes using advanced SQL scripting and Excel macros, reducing manual effort and increasing accuracy, with expertise in analytical thinking skills.

Delivered high-impact executive presentations using data storytelling techniques, turning raw analytics into strategic insights that guided reviews and performance realignment efforts.

Built predictive models in Python and R for behavioral forecasting, supporting improvements in user engagement and retention, with know-how in effort and financials estimation.

Built interactive dashboards in Power BI and Tableau to visualize key business metrics and monitor trends, delivering real-time insights for faster, informed decision-making.

Applied A/B testing and hypothesis-driven experimentation to evaluate performance of new initiatives and drive continuous optimization of marketing and product strategies, with attention to detail.

Implemented data governance policies, resolved quality issues, and collaborated with engineering teams to ensure integrity and reliability across all analytics outputs, reaching out for assistance.

TECHNICAL SKILLS:

Databases - SQL Server, MySQL, Google BigQuery, PL/SQL, Oracle Exadata, Oracle 10g

Languages - SQL, Python (Pandas, NumPy), R

Project Tools - JIRA, Confluence (Agile/Scrum)

CRM & Productivity - Salesforce, HubSpot, Excel (VLOOKUP, PivotTables), Google Sheets, Microsoft Office

Visualization & BI - Power BI, Tableau, Google Data Studio

Cloud Platforms - Google Cloud Platform (GCP), Azure

ETL Tools - Talend, SSIS

Others - Financial Estimation

PROFESSIONAL EXPERIENCE:

The Smith Center, California State University, East Bay Sep 2024 – Jun 2025

Business Analyst

Responsibilities:

Demonstrated expertise in analytical thinking by prioritizing stakeholder analytics needs, aligning dashboards and data solutions with student satisfaction goals and institutional decision-making processes, showcasing innovative thinking skills. This required attention to detail.

Utilized strong PL/SQL skills to create complex queries for data analysis, developing Power BI and Google Data Studio dashboards to visualize KPIs, track attendance, and deliver real-time insights on student participation. This improved problem solving.

Designed BRDs and FRDs to support improvements in student-facing platforms, reducing support tickets and improving usability, aligning system enhancements with user experience expectations, and connecting dots across applications. This required attention to detail.

Conducted data analysis on registration and survey responses to identify satisfaction trends, recommending improvements that resulted in measurable increases in student service ratings and retention, demonstrating analytical thinking skills. This improved problem solving.

Led weekly reporting and developed predictive models to estimate student engagement, enabling departments to plan resources and optimize operations ahead of key academic periods and events, showcasing innovative thinking skills. This required attention to detail.

Automated reporting pipelines using SQL and Python to reduce manual workloads, improve report consistency, and accelerate the delivery of actionable insights across academic departments, demonstrating analytical thinking skills. This improved problem solving.

Implemented real-time data validation checks and QA protocols, ensuring high data integrity, preventing reporting errors, and establishing trust in analytics outputs across administrative stakeholders, showcasing innovative thinking skills. This required attention to detail.

Delivered insights to operations teams that reduced support ticket resolution times by 25%, improving service response and enabling more efficient triaging of student-related issues, demonstrating analytical thinking skills. This improved problem solving.

Built and maintained GCP-based data pipelines using BigQuery and Cloud Storage, supporting fast, reliable access to large academic and administrative datasets for analytics teams, demonstrating analytical thinking skills. This improved problem solving.

Presented strategic analytics updates and dashboard walkthroughs during executive reviews, driving key performance decisions and providing clear recommendations backed by data narratives, showcasing strong communication and presentation skills to technical and non-technical audiences.

Compass Group Aug 2023 – May 2025

Customer Experience Analyst

Responsibilities:

Monitored Voice of Customer (VoC) data to identify recurring service issues, improve customer satisfaction metrics like CSAT and NPS, and inform leadership decisions on operational enhancements, demonstrating analytical thinking skills. This improved problem solving.

Built real-time Power BI dashboards displaying satisfaction scores, issue trends, and resolution KPIs, enabling faster executive responses and improved service visibility across dining and retail units, showcasing innovative thinking skills. This required attention to detail.

Automated feedback ingestion using BigQuery and Cloud Functions on GCP, reducing manual processing, increasing classification speed, and enhancing sentiment tracking across multiple data sources, demonstrating analytical thinking skills. This improved problem solving.

Developed predictive churn models in Python using behavioral and service metrics, enabling proactive outreach to at-risk customers and improving overall customer retention strategies, showcasing innovative thinking skills. This required attention to detail.

Conducted root cause analyses on repeat complaints and implemented process adjustments that reduced escalations, improved resolution efficiency, and enhanced customer experience outcomes, demonstrating analytical thinking skills. This improved problem solving.

Enabled frontline and regional teams to make staffing and menu decisions using live dashboards, improving real-time responsiveness during peak service hours and special event surges, showcasing innovative thinking skills. This required attention to detail.

Trained frontline employees and managers to interpret dashboards and insights, which led to improved complaint resolution, communication quality, and customer interaction outcomes, showcasing strong communication and presentation skills to technical and non-technical audiences.

Extracted and analyzed Salesforce CRM case data to uncover resolution delays, ticket clustering patterns, and escalation bottlenecks, informing data-driven support team optimizations, demonstrating analytical thinking skills. This improved problem solving.

Launched A/B testing programs for service interventions and communication scripts, using statistical analysis to measure performance improvements and recommend data-backed strategy changes, showcasing innovative thinking skills. This required attention to detail.

Created a daily reporting ecosystem tailored to regional needs, delivering role-based digest insights that supported shift planning, inventory adjustments, and customer satisfaction improvements, demonstrating analytical thinking skills. This improved problem solving.

NVNR Power and Infra Ltd May 2021 – Jun 2023

Business Analyst

Responsibilities:

Designed and maintained project dashboards to track timelines, financials, and milestones, improving visibility and enabling senior leaders to monitor progress and identify delivery risks in real time, demonstrating analytical thinking skills. This improved problem solving.

Built data models using BigQuery and Google Sheets to analyze productivity, allocate resources accurately, and generate performance reports across infrastructure project sites, showcasing innovative thinking skills. This required attention to detail.

Collaborated with engineering, finance, and operations teams to align on unified data strategies, enabling consistent reporting and stronger cross-functional decision-making processes for project execution, showcasing strong communication and presentation skills to technical and non-technical audiences.

Created mobile-friendly dashboards for field teams, improving remote accessibility to site data, KPIs, and alerts, and enhancing responsiveness to project changes or urgent field conditions, demonstrating analytical thinking skills. This improved problem solving.

Conducted detailed cost-benefit analysis and scenario planning to guide strategic infrastructure investments, enabling capital prioritization and smarter decision-making under changing market conditions, showcasing innovative thinking skills. This required attention to detail.

Documented operational workflows and business rules to support digitization initiatives, streamline reporting logic, and enable agile feature development in internal reporting tools, demonstrating analytical thinking skills. This improved problem solving.

Combined project, financial, and operational datasets to generate holistic insights for leadership, improving alignment across departments and enhancing accountability on execution priorities, showcasing innovative thinking skills. This required attention to detail.

Developed alerting systems using GCP to flag timeline risks and budget overruns, enabling proactive issue resolution and improving project delivery confidence among stakeholders, demonstrating analytical thinking skills. This improved problem solving.

Built procurement dashboards and vendor analytics reports to monitor compliance, track performance, and identify opportunities for contract renegotiation or supplier improvements, showcasing innovative thinking skills. This required attention to detail.

Supported internal audits and regulatory reviews by preparing validated records, audit logs, and compliance reports aligned with corporate governance and infrastructure industry standards, demonstrating analytical thinking skills. This improved problem solving.

Educational Details:

Master of Science in Business Analytics - California State University, East Bay â Hayward, CA

Bachelor of Technology in Electronics & Instrumentation Engineering - CVR College of Engineering â Hyderabad, India

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