Experience

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  Secure Meters Limited

  • India
  • Appliances, Electrical, and Electronics Manufacturing
  • 700 & Above Employee

  • Manager 4 : Power BI |Data analytics | Warranty | Dashboarding | Root cause | Solution delivery

    • Jan 2024 - Present

  • Manager 3 : Group Lead | Power BI | Data analytics | Product reliability | Data visualization

    • 2021 - Jan 2024

    As a Group Lead in Data Analytics with 20+ years of experience, I lead a team proficient in ETL, BI, analytics, and statistical modelling, We've delivered 100+ insights. Notably, our early detection of potential failures and timely damage control actions have saved substantial costs and enhanced our credibility. I've achieved 90-95% accuracy in predictive modelling for warranty analysis. I stay updated through continuous training and provide internal training on extensive dataset analysis.

  • Manager 2 : Power BI Solution Architect

    • 2019 - 2021

    As a Data Analytics Team Lead, I improved GIT code check-in frequency, identified new KPIs aligned with management expectations, and conducted internal audits during our CMMI Level 3 journey. Our predictive model, incorporating techniques like linear regression, T-tests, Tukey tests, and ANOVA, led to an extension of our product warranty, enhancing our competitive edge.

  • Manager 2: CSS Process and Sr.DDA (Senior Defect Data analyst)

    • 2015 - 2019

    As a Senior Defect Data Analyst, I established and managed the customer support process, overseeing complaint receipt, allocation, and SLA monitoring. This role included analyzing field failure patterns to identify latent issues. Leveraging my expertise in data analysis and process management, I significantly improved customer satisfaction. I also successfully managed and analyzed large datasets containing millions of records to find root causes. Notably, I delivered the FTAS (Failure Trend Analysis System), which involved collecting data from various organizational sources and creating 18 interactive dashboards encompassing over 100 analyses in DevExpress, providing multidimensional insights for the business. Visited across countries in this role for root cause investigations.

  • Triage Manager / Process Manager,

    • 2013 - 2015

    As a Technical Support Engineer, I was responsible for ensuring that all technical field failure, issues, and customer complaints were logged, addressed, monitored, escalated, and statistically analyzed in order to find workarounds and permanent solutions. My goal was to achieve the highest level of customer satisfaction by addressing customer issues in a timely and efficient manner. I have experience in providing technical support, troubleshooting, and resolving technical issues. I have a solid track record of success in this field and have been able to improve overall customer satisfaction by implementing corrective actions.

  • Failure Analysis Executive (R&D),

    • 2008 - 2013

    As a Triage Manager / Process Manager, I played a vital role in establishing the Customer Support System (CSS) within the organization. This encompassed business representation in the development of an Oracle-based global customer complaint handling system, featuring three integrated layers: the Communication Layer (Agent Dashboard), Repair & Logistics (Depot Repair), and direct customer issue reporting (i-support). This system has been operational across multiple countries since 2014, significantly enhancing our customer service capabilities. In my role as a Process Manager, I crafted and initiated the CSS process, implementing key performance indicators (KPIs) and monitoring mechanisms. I managed escalations, leading to streamlined operations and improved customer satisfaction

  • Validation Specialist

    • 2004 - 2008

    As a Validation Specialist, I held the crucial responsibility of ensuring bug-free product deliveries to our customers. My specialization lies in conducting EMI EMC testing for energy meters, contributing to the flawless performance and reliability of our products.

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  AG Measurematics Pvt. Ltd

  • Hardware engineer

    • Aug 2002 - Aug 2004

    an ISO 9001: 2000 company delivers a rich mix of standard and customized measurement and control solutions backed by our engineering expertise. AGMPL customers benefit from our ability to leverage our products for various applications.Recognizing the diverse application requirements in each marke...

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  Sysware infotech

  • Customer Support

    • Apr 2002 - Aug 2002

    I was deputed to Tecumseh to support IT infrastructure and to resolve internal complaints of users.