Pragna Goura
Frisco
Summary
Insightful Customer Experience Analyst recognized for high productivity and efficient task completion. Possess specialized skills in customer behavior analysis, journey mapping, and feedback loop implementation. Excel in communication, problem-solving, and adaptability to enhance customer satisfaction and drive business growth. Use these strengths to contribute positively to team objectives and organizational goals.
Overview
3
3
years of professional experience
Work History
Customer Experience Analyst
Upbound Group
Frisco
03.2025 - Current
- Enhanced customer-survey analytics to uncover friction points across the in-store and digital journey, driving targeted improvements in overall satisfaction and engagement.
- Produced data-rich reports and KPI insights on website and mobile-app quality, empowering product and marketing teams to make evidence-based improvements.
- Optimized Medallia text-analytics processes to improve downstream Aithena sentiment analysis outputs, enabling more precise insights for enterprise customer-experience programs.
- Engaged in weekly management meetings to evaluate performance against digital-experience objectives and support decision-making on key CX improvements.
- Collaborated with cross-functional teams to identify and implement process improvements across the digital customer journey, enhancing usability and overall satisfaction.
Undergraduate Research Assistant
UT Arlington
Arlington
01.2023 - 08.2024
- Curated 120 MRI scans by integrating open-source databases into a deep learning dataset, analyzed trends to enhance diagnostic accuracy and support research initiatives.
- Developed analytical reports and presentations to communicate findings and support data-driven decisions.
- Authored biomedical literature reviews from 150+ publications and presented findings, providing key insights to guide 3 ongoing research projects
Data Analyst
Freelance
Dallas
06.2022 - 11.2022
- Marketing Assistant: Built an ML audience segmentation model for an online shop, increasing ad engagement rates by 30% using APIs and Microsoft Fabric.
- Customer Experience Mapping: Developed a customer journey map using Tableau to visualize key areas for improvement in the customer experience, integrating customer feedback and NPS scores to drive actionable insights for optimizing customer satisfaction.
- App Development: Developed data pipelines to standardize diverse file formats and handle missing or inconsistent data, resulting in improvement in data accuracy for business reporting.
Education
Bachelor of Science - Data Science with Concentration in Mathematics
University of Texas At Arlington
Arlington, TXProjects
Sentiment Analysis - Social Media Marketing,
- Developed a sentiment analysis tool for social media influencers to track audience emotional trends.
- Collected and preprocessed TikTok comments using web scraping (Selenium/Playwright), text cleaning, tokenization, and lemmatization with NLTK and spaCy.
- Applied pre-trained sentiment models like VADER for short texts and fine-tuned BERT for deeper sentiment and emotion detection in audience feedback.
- Building interactive dashboards with Matplotlib and Streamlit to visualize sentiment trends over time.
Technical Skills
Medallia, Snowflake, Snowpark, Python, NumPy, Pandas, Matplotlib, R, SAS, SQL, AWS, MongoDB, TensorFlow, PyTorch, Statistical Analysis, Tableau, Power BI, Data Preprocessing, Hypothesis Testing
Timeline
Customer Experience Analyst
Upbound Group
03.2025 - Current
Undergraduate Research Assistant
UT Arlington
01.2023 - 08.2024
Data Analyst
Freelance
06.2022 - 11.2022
Bachelor of Science - Data Science with Concentration in Mathematics
University of Texas At Arlington