Business Analyst · Customer Operations Strategist

Turning frontline intelligence into measurable business improvement.

I help organisations uncover operational friction, improve customer experience, strengthen retention, and convert frontline insight into strategic decision-making.

MBA-qualified Business Analyst with 6+ years across telecoms, e-commerce, healthcare, and B2B operations — combining frontline depth with process improvement, CX strategy, and commercial insight.

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Years across telecoms, e-commerce, healthcare & B2B

160+

Employees trained & coached

37%

Campaign sales contribution (B2B initiative)

Consecutive months as Amazon Top Performer

01Positioning

I help organisations turn frontline signals into business decisions — identifying the hidden friction points inside customer operations that quietly reduce performance.

Missed follow-ups, repeat contacts, unclear scripts, system gaps, service delays, retention risks. My work sits at the intersection of customer experience, process improvement, operational performance, and strategic decision-making.

02About

Lived operational depth meets strategic business thinking.

I am a Business Analyst and Customer Operations Strategist with an MBA and hands-on experience inside high-volume, KPI-led service environments. I do not analyse processes from a distance — I understand how they work inside real customer conversations, under performance pressure.

At BT Group & EE, I work inside the contact centre environment with direct exposure to customer journeys, sales and service conversations, retention risk, digital systems, knowledge tools, and operational decision-making. Beyond delivery, I proactively developed and submitted a strategic business proposal — Frontline Intelligence, Team Satisfaction and Value Maturity Strategy — recommending low-investment mechanisms to convert frontline insight into measurable improvements in CX, employee engagement, retention, and commercial performance.

Previously at Amazon, I built strong operational credibility as a Workflow Analyst, SME, Trainer, and Customer Service Associate — recognised as Top Performer for nine consecutive months, applying Lean and root cause analysis to improve workflow, service quality, and customer outcomes.

Help organisations see what their frontline already knows.

MBA Merit, University of Cumbria

BT Group & EE frontline customer operations & retention

Amazon Top Performer — 9 consecutive months

160+ employees trained & coached

37% campaign sales contribution (B2B initiative)

BT-focused Frontline Intelligence strategic proposal

BT Group & EE Community Challenge Champion 2025

Amazon Cowboy Award — follow-up optimisation

03Core Expertise

Three disciplines, applied together.

Business Analysis & Improvement

Business analysis
Root cause analysis
Process mapping
Gap analysis
Lean methodology
Workflow improvement
Operational diagnostics
Service improvement
Decision-support thinking
KPI-led performance analysis

Customer Operations & CX

Customer operations
Contact centre environments
Customer retention
Service recovery
Complaint handling
Customer journey insight
Digital tools & knowledge systems
Escalation pathways
Customer confidence
CX strategy

Leadership & Strategic Contribution

Stakeholder communication
Strategic proposal development
Training and coaching
Operational reporting
Team performance improvement
Employee voice mechanisms
Frontline intelligence models
Commercial awareness
B2B and B2C service environments

04Selected Case Studies

Evidence of how frontline intelligence becomes business value.

Case 01

Telecoms · Contact Centre · Strategic Proposal

Frontline Intelligence Strategy for BT Group & EE

High-volume contact centres generate valuable frontline insight every day — recurring frustrations, script limitations, system friction, points where customers lose confidence. This intelligence is often informal, fragmented, and underused in strategic decision-making.

Before

Frontline knowledge existed, but much of it risked staying informal, reactive, or disconnected from strategic decision-making.

Strategy

I developed and submitted a strategic proposal — Frontline Intelligence, Team Satisfaction and Value Maturity Strategy — recommending a Team Satisfaction Score, Gemba Intelligence Bonus, structured frontline insight capture, and value maturity thinking linking CX, retention, employee engagement and commercial outcomes.

Result

Positioned frontline employees as a source of operational intelligence and created a practical model for improving decision quality, customer experience, employee engagement, and commercial outcomes.

Measurable Impact

→Strategic proposal submitted to BT Group leadership
→Mechanisms designed for CX, retention, efficiency & team satisfaction
→Low-investment, practical adoption inside existing operations

Case 02

E-commerce · Customer Operations · Lean / Root Cause

Follow-Up Optimisation & Workflow Improvement at Amazon

In a high-volume Amazon customer operations environment, service performance depended on accurate follow-ups, queue management, clear communication, compliance, and consistent use of system tools. Operational gaps created friction for customers and pressure for teams.

Before

Follow-up gaps, repeat contacts, long hold times, and service delays were creating avoidable friction in customer operations.

Strategy

Applied structured observation and root cause analysis to surface where service delays and follow-up issues were emerging. Coached employees on quality, compliance, communication and operational expectations as an SME and Trainer.

Result

Strengthened operational discipline, service consistency, and team capability — recognised by leadership and peers.

Measurable Impact

→Amazon Top Performer — 9 consecutive months
→Cowboy Award for follow-up optimisation
→160+ employees trained & coached

Case 03

B2B · Lead Generation · Customer Insight

B2B Customer Strategy & Campaign Sales Contribution

Campaign performance depended on identifying high-value prospects, strengthening customer engagement, improving targeting, and managing lead generation with commercial accuracy.

Before

Customer targeting relied on less structured engagement and limited insight into high-value leads.

Strategy

Designed a survey-based customer insight and loyalty initiative to better identify high-value leads. Supported lead generation, account coordination and campaign communication, making engagement structured, insight-led, and commercially focused.

Result

Demonstrated the ability to connect customer insight, segmentation, relationship-building, and commercial outcomes.

Measurable Impact

→Associated with 37% of total campaign sales
→Targeted B2B lead generation & account engagement
→Improved insight into customer loyalty & high-value prospects

05The Value Loop

How frontline knowledge becomes commercial outcome.

01Frontline Insight

→

02Structured Capture

→

03Leadership Action

→

04CX Improvement

→

05Retention & Commercial Value

06Thought Leadership

Insight briefs and strategic writing.

Strategic Proposal

Frontline Intelligence, Team Satisfaction & Value Maturity Strategy

A strategic business improvement proposal helping organisations convert frontline insight into measurable value. Links employee voice, CX, retention, leadership responsiveness, and commercial outcomes through practical mechanisms such as Team Satisfaction Score and Gemba Intelligence Bonus.

Insight Brief

Why Frontline Employees Hold the Keys to Organisational Improvement

Organisations often lose valuable operational intelligence by failing to capture what frontline employees already know. They are real-time observers of customer friction, process gaps, system limitations, and missed commercial opportunities.

Insight Brief

From Scripts to Strategy: Rethinking the Contact Centre

Reframing the contact centre as a source of strategic intelligence rather than only a service delivery function. Customer advisors can become structured contributors to CX design, retention, and operational transformation.

MBA Dissertation

Workplace Flexibility & Employee Job Satisfaction

How flexible working arrangements influence employee satisfaction in call centre environments — relevant to workforce analytics, HR strategy, and contact centre transformation.

07Experience

Six years across telecoms, e-commerce, healthcare, and B2B.

BT Group & EE

Sept 2025 — Present

Lancaster, UK

Sales & Retention Advisor — Customer Operations, Retention & Business Insight

Inside a fast-paced BT Group & EE sales and service environment — supporting customer retention, service recovery, customer confidence, and commercially focused outcomes. Direct exposure to customer journeys, scripts, digital tools, automated prompts, escalation judgement, vulnerability, complaint handling, retention risk, and KPI-led operational delivery.

—Support retention, service recovery, product explanation and customer confidence
—Apply frontline understanding of customer journeys, escalation pathways, digital systems
—Identify improvement opportunities through behavioural observation & decision-support thinking
—Developed BT-focused strategy proposal: frontline intelligence, team satisfaction, value maturity
—BT Group & EE Community Challenge Champion 2025

Amazon

2020 — 2023

India

Workflow Analyst · SME · Trainer · Customer Service Associate

Built deep operational experience across B2B and B2C customer service, workflow analysis, training, compliance, communication, and service improvement. Applied Lean principles and root cause analysis to identify gaps in service quality, queue management, and customer experience.

—Top Performer for 9 consecutive months
—Cowboy Award for contribution to follow-up optimisation
—Trained and coached 160+ employees on quality, compliance, communication & standards
—Applied root cause analysis & Lean thinking to workflow and queue-management challenges
—Developed insight into how frontline employees learn through tools, supervision and feedback

Diet Clinic

2019 — 2020

India

Operations & Strategy Coordinator

Supported operational planning, reporting, inventory coordination, demand planning, scheduling, and administrative workflow improvement within a healthcare service environment.

—Produced monthly sales reports, projections, and performance insights
—Improved reporting accuracy across financial and sales records
—Managed inventory and demand planning to support availability and reduce waste
—Streamlined scheduling, follow-up, and administrative workflows

Air Ticketing

2018 — 2019

India

Customer Strategy & B2B Lead Generation Coordinator

Supported customer engagement, B2B lead generation, account coordination, customer communications, and campaign activity.

—Generated and nurtured B2B leads through targeted customer engagement
—Designed a survey-based customer insight and loyalty initiative
—Supported seasonal campaigns and customer communication
—Contributed to a strategic customer initiative associated with 37% of total campaign sales

08Education

Master of Business Administration — Merit

University of Cumbria, Lancaster, UK

2023 — 2024

Dissertation: Workplace Flexibility and Its Influence on Employee Job Satisfaction — flexible working hours and remote work policies of BPOs of North India.

Bachelor of Business Administration — Merit

Punjabi University, Patiala, India

Completed 2021

Advanced Diploma in Computers — Merit

ISO Certificate

2018

Office Administration — Golden Certificate

ICICI Academy for Skills

2018

09Contact

Let's build better customer operations.

Open to conversations with organisations looking to improve customer operations, service quality, retention, process performance, and frontline-led business insight.

kulwinder0309@gmail.com

Phone

+44 7407 396 322

/in/kulwinderkaurba