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Raj Kumar

A Data Specialist with a robust background in working with start-ups, I specialize in providing data-driven insights for strategic decision-making. Proficient in Python, SQL, and PowerBI, my strength lies in analysing and leveraging data-driven insights to drive business decisions. Passionate about data-driven problem-solving, I consistently stay updated on industry trends and possess knowledge of advanced data science techniques, including Machine Learning (ML), Natural Language Processing (NLP), Deep learning, and Large Language Models (LLMs). I am eager to take on challenging positions in dynamic organizations where I can apply my expertise in data analysis, machine learning, and statistical modelling to solve complex problems and contribute to the company's growth.
  • Role

    Head of Customer Success

  • Years of Experience

    7.08 years

  • Professional Portfolio

    View here

Skillsets

  • NumPy
  • Power BI
  • PostgreSQL
  • Machine Learning
  • TensorFlow
  • Tableau - 3 Years
  • SQL - 3 Years
  • Seaborn
  • Scikit-learn
  • Python - 3 Years
  • pandas
  • Palm2
  • Data Analysis
  • NLTK
  • Microsoft Office
  • Matplotlib
  • LLM
  • Keras
  • Jupyter Notebook
  • Google Analytics
  • Git
  • Git
  • Data Visualization
  • Data Manipulation

Professional Summary

7.08Years
  • Sep, 2024 - Present1 yr 7 months

    Technical Customer Success Manager (Python | SQL | API)

    Graphy Inc.
  • Jun, 2023 - May, 2024 11 months

    Head of Product and Operations

    SkillVertex
  • Aug, 2022 - May, 2023 9 months

    Head of Customer Success

    SkillVertex
  • Mar, 2021 - Jun, 20243 yr 3 months

    Technical Customer Success Manager (Python | SQL | API)

    SkillVertex
  • Jan, 2022 - Aug, 2022 7 months

    Customer Success Team Lead

    SkillVertex

Work History

7.08Years

Technical Customer Success Manager (Python | SQL | API)

Graphy Inc.
Sep, 2024 - Present1 yr 7 months
    Analyzed 10,000+ customer tickets monthly using Zoho Desk data to identify recurring issues, reducing ticket volume by 15%. Improved customer satisfaction score (CSAT) from 80% to 90% by leveraging Python for sentiment analysis of customer feedback. Created 15+ Power BI dashboards monthly, visualizing trends and team performance metrics for leadership. Shared SQL-based analytics reports to align support strategies with business goals, contributing to a 5% increase in customer retention. Monitored team performance metrics using Power BI, increasing first response time efficiency by 20% and resolution time by 25%.

Head of Product and Operations

SkillVertex
Jun, 2023 - May, 2024 11 months
    Created and implemented strategic product roadmaps in line with business goals and current market conditions, leveraging SQL and Python for data-driven decision-making. Conducted regular performance reviews and provided strategic direction, leading to a 59% improvement in team engagement and retention. Improved CSAT by 80% by analyzing customer feedback using Python and Power BI. Achieved an 18% increase in revenue by launching 5 new products, significantly contributing to the company's growth and market expansion. Designed interactive dashboards in Power BI and Excel to track KPIs, monitor product performance, and present insights to stakeholders.

Head of Customer Success

SkillVertex
Aug, 2022 - May, 2023 9 months
    Promoted to Head of Customer Success, leading a diverse team of 14 members across operations, customer success, and product departments. Oversaw customer acquisition efforts, achieving a 23% increase in new client sign-ups by leveraging SQL and Excel to analyze and optimize lead generation strategies. Increased client retention rates by 32% through proactive engagement and effective customer success strategies, supported by insights generated using Power BI. Developed operational dashboards in Power BI to track customer metrics, streamline processes, and ensure alignment with business goals. Drove a revenue increase of 950,000 through strategic management and coordination of customer success initiatives.

Customer Success Team Lead

SkillVertex
Jan, 2022 - Aug, 2022 7 months
    Promoted to Customer Success Team Lead, overseeing a team of 5 members. Led the team to achieve 800,000 in revenue through effective upselling and cross-selling strategies, supported by customer behavior insights derived from Python analysis. Provided detailed performance reports to senior stakeholders, highlighting team achievements and areas for growth, leveraging Power BI visualizations for clear and impactful presentations.

Technical Customer Success Manager (Python | SQL | API)

SkillVertex
Mar, 2021 - Jun, 20243 yr 3 months
    Served as the main contact for customer inquiries, support, and escalations, delivering timely and effective solutions. Increased customer satisfaction rate from 62% to 95% by addressing client needs and improving support processes. Coordinated with team members to address client inquiries, support requests, and escalations, delivering timely and effective solutions, tracked and monitored using Power BI dashboards. Gathered and analyzed customer feedback to identify trends and areas for improvement, enhancing the overall customer experience. Identified opportunities for upselling and cross-selling within existing accounts, generating 320,000 in additional revenue.

Achievements

  • Led SkillVertexs acquisition by Oliveboard with the founding team.
  • Won Best EdTech Platform by CE Worldwide, 2021.

Major Projects

1Projects

SENTIMENT-BASED HOTEL REVIEW ANALYSIS AND RECOMMENDATION SYSTEM

    Employed sentiment analysis, a natural language processing (NLP) technique, to discern the positivity or negativity of reviews. Using a bag-of-words model coupled with the Naive Bayes Classifier, the method exhibited robust performance, achieving 93.5% accuracy in training and 92.5% accuracy in testing. These results outperformed alternative machine learning algorithms in terms of accuracy. Found the most informative features, which are the words that best identify a positive or a negative review, or the words that had the greatest effect on the prediction accuracy. Employed Cosine similarity to suggest the optimal hotels according to user preferences and integrated a language model by Google, PaLM2, to generate concise descriptions for the recommended hotels.

Education

  • B. tech- Computer Science & Engineering

    SRM Institute of Science & Technology, Chennai (2021)