Neha Gupta
Renton,USA
Summary
Data Analyst with expertise in optimizing performance, improve financial accuracy, and enhance operational efficiency. Proven ability to identify business needs and implement effective solutions, and drive strategic decisions across cross-functional teams. Strong track record of driving business effectiveness through data-driven recommendations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Data Analyst
INTUIT
Seattle, USA
11.2023 - 04.2025
- Worked as a Data Analyst at Intuit, leveraging SQL, Databricks, and Tableau to analyze large-scale expert engagement operations and create actionable dashboards that improved visibility into performance and service quality.
- Analyzed expert engagement and case-handling data across multiple support queues to understand how customer inquiries moved through the resolution pipeline and identify areas causing response or resolution delays.
- Reduced onboarding cycle time by 10% by identifying workflow inefficiencies in case assignments and escalation patterns, and partnering with operations teams to streamline transitions between support tiers.
- Increased training completion by 7% by analyzing behavioral and performance data to pinpoint drop-off points in the learning journey and implementing process improvements for better engagement.
- Improved operational efficiency and platform utilization by 15% by tracking support agent activity, monitoring backlog trends, and optimizing reporting tools for easier access to key metrics.
- Collaborated with cross-functional teams (Finance Operations, Product, and Quality) to define reporting needs and deliver ad hoc insights into case volume trends, SLA compliance, and customer satisfaction drivers.
Business Data Analyst
INTUIT
Seattle, USA
01.2022 - 06.2023
- Conducted a thorough analysis of Intelligent Virtual Assistant (IVA) reports using Splunk and Tableau, extracting meaningful insights, and visualizing data to evaluate the performance and effectiveness of the virtual assistant system.
- Designed, built, and maintained multiple Power BI dashboards to monitor and optimize performance in areas such as IVA, Refund Advance, and Point of Need systems.
- Implemented performance metrics to track customer satisfaction, distinguishing between self-help resolved cases and unresolved cases, and providing valuable insights for system improvement.
- Provided guidance and support to business leaders and stakeholders, leveraging data to address critical needs, and achieve strategic goals.
- Extracted meaningful financial insights, supporting organizations in optimizing financial strategies, budgeting, and investment decisions.
- Utilized SQL queries in AWS Athena to process complex raw JSON data, transforming it into a structured format for efficient analysis and data-driven decision-making.
- Create scripts or workflows using Python to automate the data pipeline. This allows for regular updates and data refreshes without manual intervention.
Data Analyst
GOOGLE LLC
Mountain View, USA
07.2021 - 12.2021
- Performed analysis on workforce operations and cost data across various Google business units (BUs) to optimize location-based costs for the company.
- Collaborated with multiple teams to address their data analysis needs pertaining to extended workforce operations like space or occupancy planning, campus operations analysis.
- Utilized a combination of Google PLX Scripts, Google Sheets, Dashboards, and SQL to compile, prepare, and present reports effectively.
Data Analyst
GOOGLE LLC
Mountain View, USA
09.2019 - 02.2020
- Developed dashboards and reports to visually depict processes, timelines, and the effectiveness of extended workforce operations.
- Built a Buganizer ticketing dashboard that enhanced operational efficiency within the team.
- Collaborated with team leads to address their specific data analysis needs related to workforce operations.
- Leveraged Google PLX Scripts, Google Sheets, Dashboards, and SQL to compile and present reports effectively.
Data Science Fellow
Metis
San Francisco, USA
01.2019 - 08.2019
- Developed a personalized restaurant recommender system using Yelp data, incorporating content-based, collaborative, and hybrid approaches to enhance the user experience.
- Used KNN and SVD models to evaluate the performance of ratings and ensure accurate recommendations.
- Created the application with the assistance of Flask and Bootstrap frameworks, enabling seamless functionality and a user-friendly interface.
- Github link: github.com/ngupta8/Yelp-Recommender
Graduate Student
California State University
Los Angeles, USA
08.2017 - 05.2019
- Built a system to analyze crime data in metropolitan cities in the USA to identify and interpret patterns.
- Used basic reverse geocoding with Python UDF in Pig to get zip codes from raw data with latitude and longitude.
- Used Hive queries to identify most crime-prone areas in metropolitan cities regarding day, time, and zip codes.
- Used Power BI and Tableau for creating visualizations of refined data.
- Github link: github.com/ngupta8/Crime-Pattern-Analysis
Data Services Intern
IT Strategists
Los Angeles, USA
06.2018 - 07.2018
- Worked on an ETL migration project to translate SQL-based ETL pipelines to Python-based ETL pipelines.
- A new pipeline is more maintainable and observable making it reliable and predictable.
- Analyzed BI reports and SQL queries to understand the complexity of the system based on rules defined by the business.
- This analysis helped the customer to streamline their data warehouse and choose the right tool to be more effective and efficient.
Software Engineer (Data)
ONE97 COMMUNICATION PVT. LTD.
, India
05.2011 - 07.2015
- Developed ETL pipelines to efficiently collect application data and store it in the database, enabling seamless querying of data from multiple concurrent campaigns.
- Implemented logging and monitoring functionalities in existing pipelines, ensuring timely notifications in case of process failures and facilitating prompt resolution.
- Collaborated with clients to gather application requirements and translate them into data flow diagrams and models.
- Utilized SQL queries and scripts to extract, analyze, and automate the generation of self-service reports.
- Analyzed sales data to identify growth opportunities, and enhanced sales strategies.
- Analyzed and interpreted data to uncover usage patterns and behavioral trends of customer behavior, market trends, and revenue optimization.
- Devised innovative ideas and methodologies for managing grace periods, churn, and low-balance AWS users.
- Successfully met application development deadlines while ensuring high-quality deliverables and acted as a liaison between developers and stakeholders.
- Company Overview: India
Education
MS - Information Systems
California State University
Los Angeles, CA05.2019
Skills
- Programming: SQL, Python
- Machine learning: NLP, classification, regression, recommendation system, predictive analytics
- Tools/technologies: AWS Athena, AWS S3, Redshift, BigQuery, Microsoft Excel, Jupyter Notebook
- Visualization: Tableau, Power BI
Certification
Certified in Tableau Desktop Specialist
Timeline
Technical Data Analyst
INTUIT
11.2023 - 04.2025
Business Data Analyst
INTUIT
01.2022 - 06.2023
Data Analyst
GOOGLE LLC
07.2021 - 12.2021
Data Analyst
GOOGLE LLC
09.2019 - 02.2020
Data Science Fellow
Metis
01.2019 - 08.2019
Data Services Intern
IT Strategists
06.2018 - 07.2018
Graduate Student
California State University
08.2017 - 05.2019
Software Engineer (Data)
ONE97 COMMUNICATION PVT. LTD.
05.2011 - 07.2015
MS - Information Systems
California State University