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Work Background
EPEX SPOTCustomer Success & Relationship Management in FLexibility Market
Sep. 2024Amsterdam, North Holland, Netherlands- Ensured seamless member onboarding and end-to-end testing.
- Achieved 100% efficiency in resolving customer queries, thereby maintaining high satisfaction and retention rates.
- Conducted in-depth market research on Flexibility Markets, documenting comprehensive business requirements.
- Introduced Ticketing system to manage the FSP queries efficiently
EPEX SPOTOperational Lead – Stakeholder Engagement & Customer Satisfaction
Sep. 2022Amsterdam, North Holland, Netherlands- Led quality Stakeholder Engagement and collaborated with European Transmission System Operators (TSOs) to improve customer experience and implemented KPIs to track customer engagement and usage patterns, driving data-driven enhancements for European Balancing Market
- Increased incident resolution efficiency by 50% through structured backlog prioritization and customer feedback analysis.
- Strengthened stakeholder management with transparent updates, ensuring timely service delivery for TSOs and customers. - Demonstrated leadership by coordinating cross-functional teams and aligning goals with business needs.
EPEX SPOTMarket Operator
May. 2022Amsterdam, North Holland, Netherlands- Monitored Europe's largest energy trading platform in real-time 24/7, ensuring effective incident management and clear communication with customers and stakeholders. - Conducted role-play and training sessions with HR focused on conflict and feedback management, fostering a healthy environment within the team and with both internal and external stakeholders. - Delivered onboarding programs for new customers, ensuring a smooth adoption of market processes.
Digital Society SchoolMarket Researcher
Sep. 2021 - Feb. 2022Amsterdam, North Holland, Netherlands- Conducted extensive market research to align with customer needs with sustainable solutions in urban climate challenges and led the creation of a guidebook on urban heat mitigation aligned with SDG 11, SDG 9, and SDG 7.
- Developed stakeholder maps and customer personas to refine product strategies and user engagement models, achieving a 20% boost in team interactions and fostering a collaborative, user-centered environment.
- Enhanced customer experience by implementing feedback loops and improving data visualization methods.
Eye Level Learning SDG quality education instructor
Nov. 2019 - Jul. 2020Bangalore Urban, Karnataka, India- Acted as the liaison between local residents and the Eye Level teaching program to advance Sustainable Development Goal 4 - Concentrated on achieving gender equality among students with a ratio of 45:50 to ensure inclusive education for all
AccentureCustomer Support & Technical Solutions
Dec. 2017 - Nov. 2019Bengaluru, Karnataka, India- Reduced Backoffice database ticket volume by 60% through SQL automation and improved SLA by 50% via seamless data migration across dev, test, and production environments using Azure.
- Designed Logical ER Models to streamline B2B data exchange, leveraging tools like Butter, Teams, and Microsoft Office for effective virtual collaboration.
- Collaborated with Oracle Functional team to automate data pipelines, enhancing ticket reporting and data visualization within agile sprints.
- Developed SQL scripts to bridge Contract Termination (QTT) and Inquiry to Funds (ITR) processes, improving operational efficiency.
- Analyzed recurring contract termination issues and automated resolutions via custom SQL scripting.
- Ensured precise communication between clients and back office to deliver accurate issue diagnostics and resolutions.
- Volunteered to support SDG 3 (Good Health) and SDG 10 (Reduced Inequality) by improving living conditions in rural Bangalore orphanages.
- Advocated for SDG 5 (Gender Equality) by promoting inclusivity and equity within the team environment.
AIESEC in IndiaSustainability Intern
May. 2016 - Jun. 2017India- Worked as a Sustainability Intern at AIESEC, conducting on-ground research in India to explore root causes of gender and educational inequality.
- Analyzed disparities between private English-medium schools and local government schools in access, resources, and learning outcomes.
- Investigated inclusion practices for differently-abled children within educational institutions.
- Examined the role of educated women in decision-making compared to their male counterparts in academic settings.
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