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Geet Sehgal

Business Analyst | Customer Operations & Data Analysis

Turning customer and operational data into actionable business insights, process improvements, and better decisions.

MBA professional with experience in customer service and operations, currently building hands-on expertise in SQL, Excel, data analysis, business requirements, process analysis, and dashboarding.

I am an MBA professional with experience across customer service, sales and business operations, now transitioning into Business Analysis. My interest lies in understanding business problems, working with data, identifying operational patterns and translating findings into practical improvements. I am currently building hands-on capability in SQL, Advanced Excel, data analysis, business requirements, process analysis and dashboarding through structured portfolio projects. My background in customer-facing operations gives me a practical understanding of customer pain points, service processes, KPIs and operational challenges — which I am combining with analytical and business analysis skills.

Experience

Business Operations & Data Analyst

Accenture, India

Diagnostic & Root Cause Analytics:
Conduct quantitative and qualitative analysis on operational telemetry and customer friction points, utilizing Six Sigma DMAIC frameworks to reduce SLA breaches and drive a 10% boost in CSAT.

Cross-Functional Requirement Mapping:
Translate raw customer interaction datasets into structured user stories, functional requirements (FRDs), and product backlogs for engineering and product management teams.

Process & SLA Optimization
Leverage SQL, Advanced Excel, and Looker Studio to analyze high-volume workflow performance, identifying bottleneck patterns and recommending process automations that improve response times.

September 2025 - Present

Experience

Cusotmer Service Associate

Amazon Customer Service, India

Transitioning professional leveraging analytical skills and customer insights to pursue a career in Marketing Analysis. Expertise in data-driven problem-solving and optimizing customer experience metrics.

Ad-hoc Subject Matter Expert
Project Basis, Oct'2024

Spearheaded knowledge transfer initiatives by translating data-driven process understanding into clear, actionable guidelines for new teams. My focus was on establishing efficient practices that directly influenced customer journey effectiveness.

Volunteer: Transform a school
June 2023 - September 2025

Customer Service Agent

Expedia, IGT Solutions, India
Tools: Amadeus, Sabre

At Expedia, I cultivated deep customer insights by analyzing individual travel needs and resolving complex itinerary challenges. This direct engagement provided invaluable data on customer preferences and pain points, directly informing strategies to enhance the customer journey and product appeal.

March 2022 - December 2022

Early Career: Foundational Roles in Business & Operations

Early career roles in sales and business development where I leveraged market analysis and data-informed planning to identify new business opportunities, optimize customer acquisition strategies, and contribute to measurable sales growth.

Content Marketing Intern

Info edge India Ltd. | Shiksha.com

Awarded 'Star Performer' for a 2-month project focused on targeted data collection and qualitative analysis of college reviews. This initiative generated critical insights into student sentiment and market perception, directly informing potential brand and marketing strategies.


September 2020

Digital Marketing Intern

Roads Less Travelled | RLTgo.com

Two-month Digital Marketing Internship focused on data-driven insights. I actively optimized SEO strategies, conducted keyword research, and analyzed website analytics (Google Analytics) to enhance user engagement and organic traffic. My responsibilities included performance monitoring, reporting on campaign effectiveness, and identifying trends to inform future marketing decisions. Gained practical experience in data analysis, contributing to measurable improvements in digital campaign ROI and demonstrating strong potential for a Digital Marketing Analyst or related analytics role.


April - May 2015

Marketing Intern

Oompfh Info Solutions

I gained a strong grasp of core marketing fundamentals by actively contributing to market research and competitive analysis, identifying key industry trends and consumer behaviors. I supported various marketing campaigns, meticulously tracking performance metrics and assisting in data collection for post-campaign analysis. This experience honed my ability to interpret marketing data, assess campaign effectiveness, and contribute data-driven insights for strategic decision-making..


Dec'2014 - Feb'2015

Personal Projects

Basic Data Analysis

Skills: Data Cleaning & Preparation, Data Analysis, Critical Thinking, Problem Solving

Project showcases data management and analytical skills using spreadsheets. It covers data acquisition, cleaning with functions like TRIM(), basic statistical analysis (mean, median, correlation) using the Analysis Toolpak, and visualization best practices. The aim is to derive insights and recommendations from data.

Live Demo: Project Link

Website Performance Analysis: Marketing Focus

Skills: Data Analysis & Interpretation, Data Visualisation

Website performance directly impacts revenue, user engagement, and SEO. Slow sites lead to lost conversions and increased bounce rates. Optimizing Core Web Vitals (LCP, INP, CLS) and addressing technical bottlenecks through continuous improvement is crucial for driving business growth and competitive advantage.

Audio Overview:


Live Demo: Project Link

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Skills & Capabilities

A combination of business understanding, analytical skills, customer operations experience and technology.

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Business Analysis

Understanding business problems, processes and operational requirements to identify practical improvements.

Business Requirements Process Analysis KPI Analysis Root Cause Analysis Process Improvement Stakeholder Communication
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Data & Analytics

Working with structured data to answer business questions and translate findings into actionable insights.

SQL Advanced Excel Data Cleaning Data Analysis Data Visualization Dashboarding
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Customer Operations

Practical experience with customer-facing processes, service performance and operational KPIs.

Customer Service CRM Operations SLA Management Escalations Service KPIs Customer Experience
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CRM & Business Tools

Experience working with CRM and productivity tools used to support customer and business operations.

Microsoft Dynamics CRM HubSpot Microsoft Excel Looker Studio GitHub

Education

Delhi School of Management, Delhi Technological University, DCE

Master of Business Administration, MBA
Major: Marketing Management, Minor: Information Technology Management
June 2014 - June 2016

Bhagwan Parshuram Institute of Technology, GGSIPU

Bachelors of Technology, BTech.

Major: Electrical, Minor: Electronics

July 2008 - July 2012

Interests

Apart from being a user of web development, I enjoy most of my time binging. I also find myself to be a music aficionado.

When forced indoors, I follow a number of sci-fi and fantasy genre movies and television shows and I spend a large amount of my free time exploring the latest technology advancements.


I also find solace in clicking photographs on the streets as long as its not too noisy.


Interested Opportunities

Business Analyst, System Analyst, Market Research Analyst, Marketing Analyst, Product Management, Program Management

Awards & Certifications