Mahak Agrawal

About Mahak Agrawal

As an experienced Business Analyst with rich work experience in Data Analytics, I try to find optimal solutions for issues faced by clients, both internal and external. With good leadership and team building abilities, I am in a constant pursuit of new challenges leveraging my entrepreneurial mindset. I aim to utilize technology, innovation and knowledge ensuring comprehensive growth and all round development.Skilled in MS Excel, Tableau, Data Studio, Airflow, R programming, PowerBI, and SQL

Experience

1. Senior Analyst, Advanced Analytics

   Airbnb

   Jul 2022 — Present

   Codify Project – Led the overall analysis for Codify Project which transformed the way in which Service Ambassadors operate, pegged to bring 35M USD in savings- Helped achieve NPS 60 from 45 from my recommendations derived from Customer NPS Analysis vis-à-vis various dimensions, such as resolution time, survey responses, SLA, Agent touches and tenure, Escalations, contact reasons for different service tiers and channels- Conducted a study of TTR (Total Time to Resolution) of customer tickets, wherein I drew parallels between Ticket closure time and actions taken by Customer Support, and recommended steps to bring down TTR from 5 days to 2 days- Led the analysis to increase resolution rate from 72% to 77% by studying the relation between TTR, Expenses and Cancellation Policy for different scenarios raised/faced by the Customer- Brought down Support Messaging SLA from 24 hours to 2 hours by presenting data backed evidence on how it would lead to a 10-point NPS increaseAwards:1. Q3\'25 Global Operations Award2. Above and beyond Award - Q4 2022

Education

• Netaji Subhash Institute of Technology

  Bachelor of Engineering (B.E.), Manufacturing Process and Automation

  2009 — 2010

• FORE School of Management, New Delhi

  PGDM, Finance-HR

  2014 — 2016

• Thapar Institute of Engineering & Technology

  Bachelor of Engineering (B.E.), Electronics Instrumentation & Control

  2009 — 2013

Skills

• Codesys
• Instrumentation
• Data Analysis
• Digital Electronics
• Data Structures
• Microsoft Word
• Microcontrollers
• Spss
• Automation
• R
• Engineering
• Microprocessors
• C
• Programming
• Microsoft Office
• Servlets
• Matlab
• Rslogix
• Business Development
• Sql
• Team Management
• Analytical Skills
• Plc
• Powerpoint
• Microsoft Excel
• Html
• Core Java
• Plc Programming
• Mathematics
• Management
• Leadership
• Business Strategy
• Algorithms
• C++
• Plc Ladder Logic
• Business Analysis