Akanksha Kumari

About

Client-focused professional pursuing an MBA in Business Analytics with experience in customer issue resolution, requirements gathering, KPI reporting, and process improvement. Comfortable working with stakeholders in cross-functional environments and turning data into actionable recommendations.

Experience

• Customer Service Executive
  iEnergizer
  Mar 2023 – Jul 2024

  Collaborated directly with an international client base to resolve cases via Salesforce CRM and global GDS platforms, gathering requirements and mapping customer journeys. Diagnosed recurring service issues through root cause analysis and built KPI dashboards that surfaced practical, data-backed process improvements. Monitored SLA compliance and consulted directly with stakeholders to clarify requirements and formalize solutions.

• Customer Service Executive
  Navigant Technologies
  Jul 2022 – Mar 2023

  Investigated platform queries and upheld business process compliance standards across transactions, applying logical, evidence-based judgment. Built KPI reports and dashboards from operational Excel data, diagnosing root causes and delivering improvement recommendations to leadership. Partnered across cross-functional teams to optimize workflows and elevate reporting accuracy.

Education

• MBA
  Amity University
  Business Analytics · Jul 2024 – Jul 2026
• BA
  BD College
  English (Honours) · 2016 – 2019

Skills

• SQL <3 months
• Process Management <3 months
• Requirements Gathering 1 to 2 years
• Root Cause Analysis 1 to 2 years
• Scrum <3 months
• Workflow Automation <3 months
• Gap Analysis <3 months
• User Acceptance Testing <3 months

Tools / apps / platforms

• Amadeus Altea Reservation 1 to 2 years
• Atlassian JIRA <3 months
• Galileo 1 to 2 years
• IBM SPSS Statistics <3 months
• Microsoft Excel 2 to 5 years
• Microsoft Power BI 1 to 2 years
• Microsoft PowerPoint <3 months
• Salesforce.com Salesforce CRM 1 to 2 years
• Tableau 1 to 2 years

Projects

• Retail Sales Trend Analysis
  Tableau

  MBA coursework project that analyzed retail sales data to uncover revenue trends and seasonal patterns via an interactive dashboard.

• Customer Churn Prediction using CRM Data and Analytics
  SPSS

  Applied correlation and regression analysis to validate churn drivers and designed dashboards highlighting key drivers and retention strategies.

• Operational Bottleneck Analysis
  Tableau

  Deloitte Data Analytics Job Simulation project that unified telemetry data from 4 global factory sites into a single analysis-ready dataset and built an interactive dashboard to identify bottlenecks and downtime patterns.

Courses & certifications

• Deloitte Data Analytics Job Simulation (Forensic Technology)
• Introduction to SQL
• Business Analytics with Excel
• Agile Scrum Master
• Microsoft Power BI (Data Visualization)
• Google Data Analytics Professional Certificate
• Salesforce Certified Administrator