V Mahadevan

Mi Analyst @Gfm Clearcomms

Colchester, GB

Analyzed customer and call center data for high-profile clients (Brand Alley, The Times, The Sun, Daily Mail), providing actionable insights that improved business operations and customer experience.• Developed and maintained Power BI dashboards to track customer contact reasons, patterns, churn behavior, and refund trends• Worked closely with clients to spot trends in customer contact data and report process inefficiencies in areas such as website navigation, mobile app usability, delivery delays, and refund processes, leading to business process enhancements• Automated ETL processes from Salesforce, Zoho Desk, and Vonage, saving 20+ hours/week in manual reporting.• Provided insights to improve customer service efficiency, reduce response times, and optimize agent performance• Built and maintained internal dashboards to monitor employee performance, attendance, and staff churn predictionagent performance• Designed dashboards for Breakfree Holidays to optimize booking trends, cancellations, and marketing strategies.• Conducted customer segmentation analysis to identify traveler preferences and improve targeted marketing strategies• Provided insights into seasonal trends, booking lead times, and occupancy rates.