At ICICI Lombard, I gathered and documented requirements for retention and CRM process improvements, working across product, sales, CRM, and operations teams. I coordinated project timelines and tracked milestones, dependencies, and issues.
I used Genesys to analyze customer interactions and identify process gaps, and maintained Excel trackers, dashboards, and MIS reports for retention KPIs and SLA adherence. I also supported UAT for CRM enhancements and contributed to root-cause analysis.
On my Supply Chain Disruption Analysis & Demand Forecasting Dashboard project, I defined requirements and success metrics with stakeholders and delivered a Power BI dashboard with supplier scorecards and demand-versus-supply visuals. The analysis covered three years of supplier and inventory data and identified seasonal stockout risks and underperforming suppliers.
For my Hospital 30-Day Readmission Risk & Operations Intelligence project, I documented requirements, coordinated delivery, and built a Power BI dashboard with actionable risk tiers. I also prepared a consulting-style report covering the methodology, business impact, and recommendations.
