Prashanth Balasubramaniam

About Prashanth Balasubramaniam

I’m a Customer Experience and Delivery Analytics leader with 10+ years of experience using data, systems thinking, and cross-functional execution to drive measurable impact across eCommerce, fulfillment, and last-mile operations.Currently a Business Intelligence Analyst at Chewy, I lead initiatives that reduce friction in the customer journey; embedding predictive delivery timelines, intelligent messaging, and fulfillment insights into core product experiences. My work has reduced customer contact rates, eliminated millions in annual support costs, and helped Chewy set new standards for delivery transparency.Alongside my analytics scope, I often stretch into product and program management spaces, owning feature logic, defining success metrics, coordinating cross-functional roadmaps, and shepherding initiatives from discovery through execution. I partner closely with Engineering, Product, UX, and Ops to bring both technical and customer-facing experiences to life.I’m also a mentor and team culture builder- leading Analytics roadmap planning, streamlining intake operations, and onboarding new analysts into high-impact work.Above all, I care about solving the right problems- those that drive customer trust, operational efficiency, and scalable, sustainable outcomes.Let’s connect if you’re working at the intersection of data, CX, and product-driven transformation.

Experience

1. Business Intelligence Analyst - Iii - Customer Tracking & Messaging, Delivery Experience

   Chewy

   Oct 2023 — Present · Miami-Fort Lauderdale, FL, US

   Promoted to lead high-visibility analytics and product initiatives focused on improving delivery transparency, customer satisfaction, and post-purchase engagement at scale.1. Drove execution of the Picture Proof of Delivery (PPOD) pilot initiative in the delivery email notification. Led entitlement sizing, discovery analysis, metric design & cross-functional execution.2. Resolved critical incorrectly mapped carrier event codes causing inconsistent tracking experiences; reduced overall WISMO (Where\'s my Order) contacts by 2.87% and improved tracking clarity and transparency across Chewy\'s CX touchpoints.3. Led the development and rollout of FC Delay Communication, a proactive customer-facing feature triggered by extended dwell times in fulfillment centers; improved delivery transparency by surfacing revised estimated delivery dates, reduced false positives, and drove a 19% reduction in pre-shipment WISMO contacts, saving approximately $975K annually.4. Created and governed a centralized CX Defect Tracker to monitor unresolved customer-facing issues across systems and processes; enabled accountability, root cause resolution, and stakeholder alignment to systematically close long-standing experience gaps.5. Enabled agent behavior change via messaging policy tweaks for weather-delayed shipments—projected $300K annual savings by avoiding unnecessary replacements.6. Drove operational excellence through creation of DEX Analytics Intake, Roadmap, and informal mentoring of 5+ analysts across metric development & tooling.

Education

• Shanmugha Arts, Science, Technology and Research Academy

  Bachelor’s Degree, Computer Science and Engineering

  2009 — 2013

• The University of Texas at Arlington - College of Business

  Master's degree, Management Information Systems (Business Analytics)

  2017 — 2018

Skills

• C++
• Business Analysis
• Hp Qtp
• Time Management
• Data Warehousing
• Java
• Mysql
• Business Intelligence
• Microsoft Excel
• Powerpoint
• Windows
• Data Analysis
• Weka
• Working with Clients
• Data Mining
• Cq
• Requirements Analysis
• Microsoft Access
• Econometrics
• Microsoft Outlook
• English
• Leadership
• Python
• Event Planning
• Teamwork
• Ms-Dos
• Html
• C
• Testing
• Pos Testing
• Microsoft Powerpoint
• Project Management
• Spark
• Sql
• Linux
• Rdd
• Manual Testing
• Event Management
• Ms Project
• Stata