Shourya Badam

Experience

• 

  Amazon

  Jul 2012 - Jul 2017

  • Managed the performance of junior team members and provided guidance on all aspects of analytics from business context and prioritization to technical coaching. • Worked with and optimized existing ETL processes and data integration and data preparation flows that helped to move them into production.• Worked with data science teams in refining and optimizing data science and machine learning models and algorithms.• Conducted data analysis using logistic regression to identify claims that are likely to be reopened and by having process experts review the identified claims was able to reduce reopen rate by 10%.• Pre-processed data and ran Random Forest models which focused on analyzing the factors affecting customer experience. • Performed in-depth analysis and made recommendations into key performance metrics to identify strengths, weaknesses and opportunities to team performance objectives.• Was responsible for monitoring the email queue, tracking inbound emails and forecasting to ensure adequate staffing levels are scheduled to handle elevated incoming email periods to meet service requirements.• Performed Root Cause Analysis that helped identify skills and service gaps. Show less • Created process flow diagrams and collaborated cross-functionally with developers to automate investigative analysis of seller inventory discrepancy claims.• Was part of process improvement projects that helped operations meet and exceed quality standards and streamlined processes to reduce cost.• Participated in internal calibrations with Quality team and Operations managers and ensured consistent quality scoring.• Created and revised operating procedures, checklist and job aids that resulted in process consistency and reduced error disputes.• Administered associate insight surveys, tabulated/analyzed the results, and reported the results to senior leaders to increase visibility and make improvements where needed.• Audited cases to ensure timeliness, accuracy, and compliance for regional and regulatory requirements, which resulted in annual quality score greater than 95%.• Created customized performance indicator reports in Tableau Desktop with interactive views, trends and drill downs.• Maintained SQL scripts to retrieve and aggregate data from the data warehouse for daily reporting across teams. Show less

  • Team Lead - FBA/ ILAC Operations

    Dec 2014 - Jul 2017

  • Senior Investigations Specialist - FBA Operations

    Jul 2012 - Nov 2014
• 

  UNC Charlotte College of Computing and Informatics

  Jan 2019 - May 2019

  Graduate Research Assistant

  • Created a web-based tool using R Shiny to aid researchers in developing shorter forms of existing surveys for use in public opinion research without substantially reducing measurement quality.• Performed topic modeling to discover hidden topical patterns and to organize, search and summarize text data for clients. • Wrote SQL queries using complex joins, aggregation and nested subqueries to retrieve data from the client data warehouse.

• 

  Genpact

  Aug 2019 - now

  Lead Consultant

  • Classified service tickets into 20 pre-defined classes using supervised machine learning models (Multinomial Naive Bayes, Logistic Regression, Linear SVM and Random Forest models).• Provided customer segment insights with classification models to uncover customer purchase behaviors and customer value in order to recommend customized marketing campaign strategies.• Designed and developed dashboards in Tableau Desktop focused on tracking contact center metrics such as Agent utilization, Average handle time (AHT) of calls and Agent Absenteeism which reduced revenue leakage.• Developed various analytical reports by blending data from multiple data sources such as live stream data in Kafka, structured datasets in Microsoft SQL Server, Cloudera Hadoop and Microsoft Excel.• Enhanced performance of Reports/ Dashboards by implementing aggregate tables, materialized views, table partitions and managing Cache.• Created python scripts to perform data manipulations, aggregation, and analytics on data, which was later used as the data input for Tableau dashboards.• Worked with ETL testing including Data Completeness, Data Transformation & Data Quality for various data feeds coming from source.• Developed documentation and data visualization templates for smart building analytics and improved project deliverable's timeline by 15%. • Developed custom Analysis, key performance indicators (KPI’s) and presented reports for enterprise clients, contact center team leads and managers with detailed time savings opportunities and improvements. • Developed scripts to generate automated reports on monthly, quarterly and annual basis and decreased reporting development time by 50%. Show less