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Shradha Gala

Data Analyst

JP Morgan Chase | Mumbai, India

Technologies

My Portfolio Highlights

My New Track

SQL Fundamentals

My New Course

Introduction to Python

My New Track

SQL Fundamentals

Analytical wordsmith, crafting stories with data as the pen and curiosity as the ink.

My Work

Take a look at my latest work.

course

Introduction to Tableau

course

Understanding Data Science

course

Introduction to Python

course

Introduction to Tableau

My Certifications

These are the industry credentials that I’ve earned.

Other Certificates

Alteryx Alteryx Designer Core Certification

Great Learning Data Science Foundations

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to Python
Understanding Data Science
Introduction to Tableau
Data Manipulation in SQL

My Work Experience

Where I've interned and worked during my career.

JPMorgan Chase & Co. | Jan 2023 - Present

Quant Analytics Associate

Data Management and Analysis: • Research diverse data sources, recognize relevant variables, and execute data extraction using SQL. • Leverage Analytical applications (Alteryx, SQL, Advanced Excel, Tableau) for cleaning, transforming, loading, analysing & visualizing data. • Utilize internal data sources for survey responses, client data, and advisor performance data to track and analyse KPIs, formulating prioritization strategies for new business initiatives. Customer Experience Analysis and Optimization: • Analyse customer interactions and events across channels (calls, branch, online, mobile) to understand customer journeys, identify friction points, and recommend solutions for improved customer experience. • Identify opportunities for customers to self-service through digital or IVR channels to reduce contact center volumes. • Conduct impromptu analyses, contributing to Agile decision-making and identifying opportunities for growth. Statistical Analysis: • Apply statistical techniques (hypothesis testing, correlation analysis, and regression analysis) to support data-driven decision-making, improving contact center efficiency. • Employ extrapolation techniques for accurate forecasting of call type volume trends based on historical data. • Develop business cases, construct test designs, and identify populations for pilot programs. Analyse program performance and derive insights to measure the impact of business initiatives. Stakeholder Collaboration and Communication: • Effectively manage stakeholders, collaborate with business units, stakeholders, and cross-functional teams. Understand their data needs, provide insights and recommendations, ensuring alignment with project goals. • Proficient in creating presentations and visualizations to communicate data insights to both technical and non-technical stakeholders.
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JPMorgan Chase & Co. | Aug 2019 - Jan 2023

Business Analyst

• Spearheaded the end-to-end onboarding of Aux Repository Tool (ART), proposing the solution, overseeing implementation, and utilizing generated reports to offer actionable insights for enhanced productivity and adherence monitoring • Created and disseminated daily, weekly, and monthly performance reports and scorecards, ensuring timely and insightful information for the Branch Banker Support Leadership team. • Achieved a 50% increase in efficiency by implementing automation measures and phasing out redundant reports. Successfully centralized reporting processes across all sites. Data Management and Tools Utilization: • Leveraged SharePoint to organize and store both current and historical reports, while also implementing an intake form for tracking Operations Group requests. • Collaborated with the Development/IT team to troubleshoot challenges related to new data sources and applications, fostering smooth integration and data accuracy. Business Process Improvement and Adaptability: • Pioneered the transition from phone-based reporting to diverse back-office channels, including Service NOW, Alyx, and KANA. Swiftly adapted reports to align with evolving business requirements. • Supported colleagues during transitions and meticulously documented all reports for future reference, contributing to a seamless knowledge transfer.

JPMorgan Chase & Co. | Sep 2016 - Aug 2019

Business Analyst (Job Enrichment Profile), Customer Service Specialist

Performance Reporting and Analysis: • Hosted Service Level Call to provide daily updates on business performance, partner service levels, and issues or concerns. Developed and implemented daily allocation strategies for timely issue resolution and adherence to SLAs. • Collaborated on the Performance Variability Project, contributing to productivity improvements. • Published performance reports, scorecards, and maintained dashboards for specialists, managers, and the Correspondence group. Process Improvement and Documentation: • Led the System Error Exceptions Project, working to reduce system downtime. • Developed process flow documentation for automating refund requests which was used for Robotics straight through processing project • Conducted monthly knowledge tests, refreshers, and calibrations to minimize gaps in process understanding.

Sutherland Global Service Limited | Oct 2007 - Jun 2010

Quality Analyst

Training and Development: • Conducted training sessions, refreshers, and calibration sessions to uphold the highest level of quality. • Demonstrated proficiency in imparting knowledge and ensuring consistent performance standards through training initiatives. Reporting and Communication: • Created and published multiple QA reports to effectively communicate findings and recommendations. • Skillfully translated analytical insights into actionable recommendations for process improvement and quality enhancement. Feedback and Coaching: • Identified gaps in quality through rigorous analysis and provided constructive feedback during coaching sessions. • Contributed to continuous improvement by addressing and rectifying quality issues through targeted coaching and mentoring. Process Improvement: • Developed various QA forms to streamline technical support processes. • Demonstrated the ability to identify opportunities for efficiency improvement and implement measures to enhance overall process effectiveness. Analytical and Problem-Solving Skills: • Applied analytical skills to identify areas of improvement in quality processes. • Developed solutions and implemented changes to improve efficiency and overall quality standards.

Ebs Worldwide Service PrivateLimited | Jan 2007 - Sep 2007

Associate

N/A

GTL Limited | Jun 2006 - Jan 2007

Associate

N/A

My Education

Take a look at my formal education

Bachelor of Business Administration - BBA, Business Administration, Management and OperationsThe ICFAI University, Tripura | 2021

About Me

Driving Business Growth through Data-Driven Insights: Business Data Analyst | Data Science Enthusiast | 10+ Years Unleashing Actionable Insights, Strategic Automation, and Process Enhancement

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