Mohan Sharma

• Created SOPs for apprentice smooth onboarding and developed real-time reports on Excel M365 for the SLA triggers.

• Reported to CMO with identified business opportunities using Market Share Analysis of In-App's cross-selling products.
• Pipelined ETL Jobs using Python to Amazon Redshift to create datasets and reduced computation cost by optimizing SQL queries.
• Improved stakeholder decision-making by providing cross-channel performance insights using 20+ Amazon Quick-Sight dashboards.
• Spearheaded KPI's Goal-setting framework (OKR) that resulted in a 30% increase in Daily Active Users.
• Onboarded 6 new direct and affiliate clients (Money-Gram, Bru Tea etc) in collaboration with marketing team.
• Reduced cash burn of $20K/month by identifying false positives cash-back by a supervised classification algorithm.
• Boosted 2022 Q3 customer retention by 40% using fraudulent logic to prevent bad cohorts from being onboarded.

Delivered Projects: Customer Scoring Model (CSM) for NeoBank App

- Boosted Loyalty Program by creating a customer purchase prediction by creating clusters on 5M banking data using RFM & KMeans ML algorithm.

• Enhanced CSAT by ~ 30% by identifying customer pain points by using a customer feedback loop mechanism.
• Documented BRD, SOP and SLA of operations to handle customer Zendesk tickets 100+ daily for internal teams.
• Developed Tableau dashboards integrated with Snowflake SQL Query thus reducing operational costs by 20hr/week .
• To cut down customer compensation cost (COPQ) by almost 40% using hypotheses tests on warranty claims (Refund).
• Performed 25%-&75% A/B Testing on pilot programs to prevent fraud car insurance thus a drop of 15% in fake claims.

Projects: RazorPay (Payment Gateway) & Snowflake Integration

- Coded Python script that fetches data from a payment gateway Rest API and reduced overall operation TAT by 80%.

• Introduced 10+ marketplace ERP analytics plugins integrated with Prestashop (Open Source eCommerce).
• Improved client satisfaction by 60% for automatic settlement of refunds for failed/cancelled orders using SQL triggers.
• Scheduled sales reports on Powers BI generation using webhooks & SQL API.