Sadhana Ganesan

• Analyze and interpret information for one or more initiative work streams to improve business efficiency and customer service by using Google Looker and BigQuery

• Develop, implement and monitor day-to-day operations of chat and chatbots strategy, using data models to drive contextual conversations across different chat channels

• Leveraged Tableau, Databricks, and SQL to analyze complex datasets from IoT devices, extracting actionable insights that directly impacted CX support team's efficiency.

• Implemented advanced SQL queries to identify bottlenecks in ticket resolution process. Through data-driven recommendations, contributed to 20% reduction in average ticket resolution time.

• Developed real-time interactive dashboards in Tableau, enabling CX support team to monitor key performance metrics, customer behavior patterns, and service queues on demand, resulting in quicker decision-making and issue resolution.

• Primarily worked on Snowflake , normalizing and weighting all the KPIs to score each customer and provide overall composite index of customer health across product portfolio, financial performance, quality experience, sentiment & engagement

• Worked on advanced data visualizations and development of dashboards to build a clear profile of the customer and help prioritize actions driving adoption, and identifying renewal, new business, and expand opportunities by providing actionable insights

• Designed compliance frameworks for multi-site data warehousing efforts to verify conformity with state and federal data security guidelines

• Applied technical skills using SQL in data collection, data analysis and reporting to procure data from different database structures from various sources to provide solutions to complex problems and client requests within specified deadline

• Expertise in developing reports & dashboards using IBM Cognos and Tableau Business Intelligence tool to create KPI metrics and Scorecards to improve corporate profitability measures and comparative financial analysis, for key stakeholders and senior executives

• Maximized cost savings by streamlining billing and operations processes to enterprise level customer State Street Corporation resulting in $1.6 M savings

• Performed pre-sales consultant work by assisting in sales pitches, conducting pre-sales activities like demo and proof of concept sessions to deploy NetApp products to top market leading enterprise companies, solve customer issues and address their requirements

• Spearheaded projects handling complete IT infrastructure and large databases & datasets and implemented strategic and innovative solutions to improve business processes by performing data discovery, data analysis, troubleshooting technical issues, and refining processes ensuring best practices were captured and implemented consistently

• Developed Python script that automated daily health check process and generated automated health check reports for customers capturing multiple use cases