Ganesh Shiva Kuppaswamy

• Tracked order flow and inventory movement accuracy, contributing to 1,800–2,500 daily D2C shipments with 96% SLA adherence. • Analyzed delay and fulfillment bottlenecks using Excel, reducing dispatch delays by 12%. • Supported performance reporting and shift planning using operational metrics.

• Used SQL to extract and analyze user activity trends and onboarding drop-offs, improving activation rate by 28% through friction reduction and workflow optimization • Built Power BI growth dashboards to monitor activation trends, KYC progress, and conversion blockers, reducing issue detection time by 32%. • Delivered sentiment and behavioral insights from Locobuzz + app reviews, reducing negative sentiment by 35% and improving Google Play rating from 3.5 to 4.2

• Analyzed cross-channel customer behavior and sentiment trends from 80K+ weekly interactions, reducing negative sentiment by 22%. • Built SQL-driven performance reports and Power BI dashboards to monitor SLA, Sentiment and digital channel trends, improving efficiency by 18%. • Delivered customer pain-point insights that influenced product roadmap decisions and marketing strategy.

• Cleaned and structured 10K+ Voice of Customer records to uncover behavior patterns and CX friction trends, reducing repeat contacts by 30% and improving retention insights. • Built CX performance dashboards (SLA, AHT, backlog, sentiment) by migrating manual reporting from Excel to Power BI, reducing reporting time by 40% and improving visibility for leadership. • Designed automation workflows in Sprinklr to prioritize and deflect queries, improving SLA by 26%, reducing low-value volume by 35%.