Gourav Nagaraju

Oversee customer service operations in a fast-paced retail environment, ensuring service quality and operational compliance. Monitor performance metrics and customer service KPIs to maintain standards and support daily decision-making. Resolve escalated issues, coordinate team activities, and contribute to operational efficiency and customer satisfaction improvements.

• Developed a Python-based analytical model using real-world tracking data to generate performance insights and scenario simulations • Cleaned and structured large time-series datasets to improve data reliability and analytical accuracy • Applied regression and forecasting techniques to enhance model robustness and support data-driven decision-making • Delivered visual performance analysis to inform operational strategy and benchmarking

• Conducted capacity and process analysis to identify operational bottlenecks impacting service delivery and cost performance • Analysed cost structures and operational performance metrics to support targeted efficiency improvement initiatives • Led a Lean-based optimisation project achieving a 30% reduction in electricity costs • Developed structured reporting and tracking frameworks to monitor operational performance

• Analysed transaction and performance data to identify customer demand trends and service uptake patterns • Generated structured performance reports to support regional sales planning and operational decisions • Monitored key performance indicators to assess campaign effectiveness and customer engagement • Coordinated with cross-functional teams to support customer acquisition and retention initiatives