Snehal Tiwari

I’m a Business Analyst with 2.5 years of hands-on experience in operational analytics, root cause analysis, and process improvement. I turn complex data into clear, structured insights that help teams make better decisions.

In my Senior Analyst role at eClerx, I managed Tier 1 support checks across process layers by monitoring alerts and queues to uncover knowledge gaps and recurring issues. I collaborated with cross-functional teams to solve support cases, escalate advanced problems, and implement corrective actions that improved SLA compliance and data delivery reliability. I built structured reports and dashboards in Tableau and Excel to track SLA adherence, ticket throughput, and error trends.

I use SQL queries to diagnose support issues, uncover root causes, and recommend targeted interventions that improve product operations and client satisfaction. I also lead error trend analysis to identify high-impact categories, implement RCA-driven solutions, and reduce recurring Tier 1 errors. Earlier as an Analyst, I performed root cause analysis on recurring errors, including fixing a silent IVR keyword misrouting issue that boosted team sales performance by 18%.