Manager Customer Service

Sahil Shah

** ********** ********, ***********, ** M1K 3T9

647-***-**** *********@*****.***

Summary:

More than 5 years of Market Research experience

Advance proficiency with Excel including vlookup, hlookup, if condition, VBA Macros, Pivot table, etc.

Proficiency in Microsoft Office (Powerpoint, Excel, Word, Access, Outlook) and SPSS

Pursuing PMP Certificate

Knowledge of Python, R, SQL

Experience with Photoshop, InDesign, and illustrator

Excellent in Client Service orientation with professional communication skills

Outstanding time management and customer service skills

Committed and reliable professional with strong problem solving abilities

Energetic, hardworking and self-motivated

Adequate knowledge data collection methods

Able to prioritize and balance multiple projects

Working experience on Nexus, Decipher, STS

Work Experience:

Digital Project Coordinator July 2018 to Present

Dynata (Research Now SSI)

Responsibilities

Maintain full project ownership in delivering (but not limited to) low to mid-complexity custom market research projects with a project duration typically between one month to six month

Impression checks (checking capture of live media to ensure we are collecting impressions, while comparing capture to client's ad server)

Assisting Senior Project Managers with tagging of online advertisements and in troubleshooting when tags are not firing back

Monitoring progress against campaign goals, end reporting on completion by creative, site, placement and on other campaign targets.

Assisting project managers and research managers in questionnaire design/content and in testing of survey links to ensure correctness

Sending invitations to survey panelists that have been exposed to online advertisements and to the control group which includes respondents that have not been exposed to online advertisements

Build expertise with various market research tools specific to the company and the industry

Work with Senior Research Manager to organize data for presentation

Manages development, deployment, analysis and reporting of online service and other quantitative research program for clients

Build effective, professional working relationships with our clients, providing them guidance and advice where appropriate as it relates to Dynata’s products and services

Assisting project managers in preparation of weekly reports / updates, including development of reports in the programming platform Achievement

Created VBA Macros for the impression check that not only reduce the man hours but also reduce the error rate by 99%

Fulfilling client expectation by delivering the highest level of service in fast paced environment

Supporting more than 15 projects simultaneously

With the advance skills and continuous monitoring, all the projects are on a track which were way behind the Actual Target

Project Head April 2014 to August 2015

Dexter Consultancy Pvt. Ltd, Gujarat, India

Responsibilities

Managed and lead end to end research studies including Study Design, Field Operation, Data interpretation & Final client recommendation

Liaised among Project Managers, Clients, optimizing processes and operations, and ensuring proper information flow

Attend and participate in project meeting

Worked with the business development team on project costing, synergies & bidding

Analyzed data sets, compiled learning from team members and formulated presentable reports with plausible recommendations

Training and capacity building of the Field Team, Field supervisor, Data entry operator and Research Associate

Achievement

Developed the skills in MS Office from Intermediate to Advance level

Lead a team of 30 while working with cross function team to execute operations for Impact assessment study involving 10000 beneficiaries, saving 12% in budgeted cost with efficient planning

Successfully completed more than 30 Study including Feasibility Study, Mystery Audit, Product Testing, brand perception and Positioning Study, Concept Testing, Ad effectiveness study, Consumer behavior study, Market Entry Related Study,

Achieved 40% higher repeat business than overall average for business unit with better client liaising

Average Performance Evaluation in Dexter Consultancy Pvt. Ltd was 9 on a scale of 10. (Where 7 Denotes performance to beat par with expected output) Research Associate August 2012 to March 2014

Dexter Consultancy Pvt. Ltd, Gujarat, India

Responsibilities

Designed & built research tools for studies, including post pilot improvisation

Executed on-field operations for MR studies- Qualitative and Quantitative

Importing, cleaning, transforming, validating data with the purpose of understanding or making conclusions from data for decision making purposes

Analyze data sets and conclude the trends on charts and tables using VISIO, Excel and PowerPoint

Achievement

Selected for fast track leadership program with expedited promotion

Designed research tools for more than 15 projects in diverse sectors

Automated and streamlined data validation processes involving 5 remotely located teams by using VBA based Macros, reducing budgeted man hours by more than 60% and error rate by 90%

Created comprehensive 1 week training module on excel for entry level analysts Other Experience:

Manager May 2017 to July 2018

PrintPros, Toronto, Canada

Developed a leadership strategy the team will use to reach project goal by providing training, communicating clear instructions to the team members

Creating a detailed work plan which identifies and sequences the activities needed to successfully complete the project

Prepared reports across the location by collecting and analyzing information. Perform Risk Management to minimize the project risk

Negotiating on price, cost, delivery, and specification with the client Achievement

Monthly profitability of the store rose by 40% with implementation of best practices.

Within 3 months assigned to work as a Manager

Customer Service Representative (Part time) October 2015 to April 2017 Carlton Printers, Toronto, Canada

Handle Customer complaints, provide appropriate solutions within time timeline via phone or email

Identify and assess customer's needs to achieve satisfaction

Build sustainable relationships and trust with customer through open and interactive communication

Reconcile cash register at the end of the day also maintain customer records daily level.

Ensure the appearance of the store meets the requirements of the corporate office and is favorable to the customer.

Founding Member (Volunteer)

Lambton College in Toronto PM Guild October 2016 to May 2017 PM Guild is an initiative to connect all Project Management (PM) Students of Lambton College in Toronto. A few of our strategic objectives are:

Created awareness of PMI (Project Management Institute) and SOC (Southern Ontario Chapter) membership amongst all PM students

Promoted PM best practices

Commissioned and facilitated CAPM and PMP study groups

Provided a platform for networking through our Facebook

page(https://www.facebook.com/LCITPMGuild/)

Started with just 5 Team Members in PM Guild, now PM Guild Group members increased up to 35.

Education:

Advance Project Management and Strategic Leadership ( 2015 – 2017 ) LAMBTON COLLEGE, Toronto, ON

G.P.A – 3.6/4

Computer Engineering (2008 – 2012 )

Gujarat Technological University, Gujarat, India.

C.G.P.A – 7.75/10

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