Pavel Banerjee

Pavel Banerjee- - Kolkata Linkedin GitHub CAREER OBJECTIVE Data-driven professional with over 22 years of experience in customer service and operations, transitioning into Data Science. Skilled in customer analytics, inventory management, and process improvement, applying data science methodologies for actionable insights. Actively seeking roles in data science/analytics to utilize strong domain knowledge and analytical capabilities for solving real-world business problems KEY SKILLS Programming Languages: Python (Pandas, NumPy, Scikit-learn) | SQL Data Visualization & Reporting: Matplotlib | Seaborn | Power BI Database Management: SQL Server Management Studio Analytics: Statistical Modeling | A/B Testing | Predictive Analytics Process Improvement: Process Optimization | Root Cause Analysis Cloud & Version Control: Microsoft Azure | Git | GitHub Leadership Skills: Cross-functional Team Management (100+ members) | Stakeholder Engagement Strategic Planning | Change Management | Data Storytelling Domain Expertise: Customer Analytics | Service Operations | Inventory Management & Optimization WORK EXPERIENCE Havells India Limited 2011 - Present Deputy General Manager | ₹22000Cr+ electrical goods company Data & Analytics Leadership: • Built Python dashboards analyzing 450K+ service tickets annually, improving first-call resolution by 15% • Reduced inventory costs by ₹2.3M/year using ARIMA-based demand forecasting in Python • Developed ML models (Random Forest, K-Means) for predictive maintenance and customer segmentation, boosting retention by 12% and cutting repeat calls by 8% Operational Excellence: • Expanded service network from 12 franchisees to 155 franchisees through the implementation of a datadriven expansion strategy • Successfully implemented process automation and real-time monitoring to achieve an industry-best 24-hour Turnaround Time (TAT) of 85% DishTV India Limited 2007 - 2011 Customer Service Manager Achievements: • Achieved 80% reduction in repair Turnaround Time (TAT) by optimizing spare parts, decreasing from 10 days to 48 hours • Boosted CSI scores to 95% by analyzing 10K+ customer interactions and retraining staff • Demonstrated exceptional leadership and managerial skills by earning promotion to Branch Service Manager from Assistant Service Manager Worldspace India Pvt.Ltd 2005 - 2007 Assistant Manager Customer Service • Awarded World Star for Asia Pacific for outstanding performance in Service Quality Assurance (March 2006) • Recognized for leading the Best Pilot Project, reducing customer churn by 15% in the first quarter • Achieved highest quarterly incentive for securing the top CSI score across India Samsung India Electronics Pvt.Ltd 2002 - 2005 Area Service Manager IT Products • Improved customer satisfaction by achieving TAT >80% and driving CSI scores above 90% through service excellence initiatives • Managed post-sales B2B support for key clients including ITC InfoTech, Reliance, PWC, IBM, HCL, Wipro, and others PROJECTS 1. Inventory Optimization Model | Python using Clustering • Developed a sophisticated Clustering model to predict inventory turnover, resulting in a remarkable decrease of 55% • Reduced time spent on manual classification by 87% to one hour per week • Implemented time-series forecasting to reduce excess stock by ₹1.5M annually 2. Service Franchisee Performance Dashboard | Power BI • Implemented real-time tracking across 155 locations to enhance operational visibility • Supported data-driven expansion strategy, contributing to scalable and informed business growth 3. Closed Complain Trend Analysis | Python • Implemented process improvements resulting in a 10% reduction in Turnaround Time (TAT), potentially saving ₹1.2M annually in follow-up costs • Implemented strategies resulting in a 15% increase in first-call resolution, leading to savings of ₹850K CERTIFICATIONS • Completed Executive Post Graduate Certification in Advanced Data Analytics from iHUB, IIT Roorkee & Intellipaat • Completed Data Science Certification from Intellipaat with a focus on data cleansing, analysis, visualization, and developing machine learning models • Achieved Power BI Certification from Intellipaat, specializing in data modeling, DAX, Power Query, and dashboard/report creation • SQL Certification in DDL, DML, Joins, Subqueries, Functions, and Stored Procedures from Intellipaat EDUCATION Bangalore University Bachelor of Engineering (Electrical & Electronics)