Purvi Lalan

About Purvi Lalan

I’m a graduate student pursuing my Master’s in Information Systems and Analytics at the Rochester Institute of Technology, driven by a passion for using technology to create meaningful, customer-focused solutions that improve business outcomes.My experience spans customer service, operations, analytics, and technical problem-solving in fast-paced environments. Currently, I worked as an Accelerator at Rokt, supporting premium enterprise brands across high-volume marketplaces. I handle complex operational and technical issues related to catalogs, pricing, inventory, integrations, and payments, while collaborating closely with Product, Engineering, Finance, and Operations teams. I take ownership of escalations end-to-end and focus on clear, proactive communication to ensure a strong customer experience.Previously, I served as a Support Services Analyst at Amplify Education Inc, acting as a first point of contact for educators and administrators via phone, email, and chat. In this role, I emphasized empathy, clear communication, and timely resolution, especially during high-pressure or time-sensitive situations.Earlier, I worked as a System Engineer at Tata Consultancy Services, supporting Net and Mobile Banking platforms for India’s largest private bank. I collaborated with cross-functional teams to resolve production issues, improve transaction workflows, and strengthen system reliability in a high-impact environment.At RIT Auxiliary Services, I served as a Retail System Analyst, where I partnered with stakeholders to streamline system integrations and financial reporting. By improving workflows using Power BI and Excel Macros, I increased reporting efficiency by 40% and supported data-driven decision-making across more than 20 dining locations.Academically, I’ve built a strong foundation in data science, data warehousing, database design, and visual analytics. I’m especially interested in roles that allow me to combine my technical and analytical skills with a customer-first mindset, strong ownership, and collaborative problem-solving. I’m seeking a full-time opportunity where I can help teams scale, solve complex challenges, and deliver meaningful value. p•••••@rit.edu linkedin.com/in/purvi-lalan

Experience

1. Customer Experience Agent

   Ramp

   Mar 2026 — Present · New York, NY, US

   Provide technical support for Ramp’s financial platform by analyzing customer-reported issues, diagnosing root causes using system data, and delivering accurate, data-driven resolutions.• Collaborate with Product and Engineering teams to escalate and resolve platform defects, leveraging CRM systems and AI-enabled workflows to improve service efficiency and customer satisfaction metrics.• Analyze recurring issue trends and customer interaction data to recommend workflow improvements, enhance documentation, and support scalable operational processes

Education

• Rochester Institute of Technology

  Master's degree, Information Technology and Analytics

• A. P. Shah Institute of Technology, Thane

  Bachelor of Engineering, Computer Science

  2017 — 2021