Vyom Kharbanda

Worked on customer data for a UK based Utility company to produce various reports, highlighted customer pain points, and recommended steps to improve customer experience. Developed regression analysis model for call centre performance to determine drivers of customer satisfaction when they contact via telephone. Analysed large volume of customer verbatim comments to find key trends across categories and provide actionable insights to the business. Implemented NLP models using Python for sentiment analysis of customer verbatim and subsequently prepared a dashboard to be used by the stakeholders. Spearheaded various marketing campaigns and promotions to identify customer response and their perception of ‘Brand’. Devised a ‘Connectivity Dashboard’ in Power BI that helps to assess the effects of changing customer experience in a segment on Customer Lifetime Value (CLV) and its financial impact on the business.

Calculated Net Promoter Score (NPS) across customer journeys and touchpoints, continually delivered recommendations to address operational inefficiencies using data-based insights. Automated and optimized existing processes to reduce the bottlenecks and effective completion time by 30% using Hive QL. Collaborated with multiple stakeholders to find key factors that are driving growth and independently presented the findings to clients on various occasions. Used Exploratory Data Analysis (EDA) and business intelligence reports to identify factors influencing customer churn. Designed a consolidated scorecard by compiling data from multiple sources to track business performance which removed multiple dependencies, thereby helping the process owners to self-serve.

Designed a scale for calculating 'Adversity Score' which takes into account socio-economic factors that can be used by organizations for better screening of candidates. Performed analysis of various psychometric tests. Worked with large data sets related to projects focused on human behaviour.