Customer Service Manager

CAREER OBJECTIVE:

To keep evolving into a hardworking, knowledgeable and dedicated professional. Contributing to the success of this organization, which also results in my personal growth of an individual with knowledge and experience. EXECUTIVE SUMMARY:

2.5 years of experience in the field data analysis, reporting, dash boarding, and data story telling in various business intelligence, data storing and processing tools.

Development of JAVA based web applications.

Excellent capability to explore and quickly learn and understand newer business domains and technology.

Involved in Agile methodologies of report developments and web application with experience in direct client interaction during the different phases like gathering the requirements, design, development and testing phases.. EDUCATION:

Technical Skills

Languages SQL(DML,DDL,TCL), Python, Java

Tools

SAP BO: WebI, Crystal reports, Universe designer (UDT), Information Design Tool(IDT), Business View Manager, Sap Lumira.

SQL server Management Studios.

IBM Cognos: Report Studio, Query Studio.

Power BI

MS Excel and other MS Office Tools.

Service Now: Front end Application and Backend Database manipulation to create dashboards.

Rally and Comind Work : For Agile methodology

Apache Tomcat: WebApp server

IDE: Eclipse, JuPyter

Databases MS-SQL, MySQL

Web Technologies JSP, HTML, CSS

Personal Skills

Exceptional team work and leading abilities

Effective Communication Skills.

Quick learner and adaptable to changing environment and technologies.

Senior Secondary: Board; CBSE, 2011

School: Mount Carmel School, Anand Niketan, New Delhi. Scored: 79.4%, in subjects of Physics, Chemistry, Biology, Mathematics and English.

Secondary: Board; CBSE, 2009

School: Mount Carmel School, Anand Niketan, New Delhi. Scored: 86.2%

College

B.Tech (I.T.):2012-2016;

College: USICT (IP University campus), New Delhi, scoring 66.4%. Work Experience

Carlson Wagonlit Travels(CWT), Gurugram

CWT is a France based Corporate travel management company. Servicing thousands of clients in 150+ Countries. I lead /completed close to 40 projects. A pinch of them being:

Designation: Junior Business Reporting Analyst

Project Title: - Client Service Level dashboard

Project Description: - Creating single and generic Client SL dashboard on different and independent KPIs, which could serve all clients in all countries for any past month/Year.

Technology: -.SQL, SAP Crystal reports, Business view Manager. Designation: Business Reporting Analyst

Project Title: - Customer Complaint handling and Payout Analysis dashboard. Project Description: - Combining different data sources to produce dashboard that presents visuals on the quality of service provided by CWT. Aimed to find the customer service areas that need most improvement and also costing the company the most. Technology: -. SQL, MySQL IDT, SAP WebI.

Designation: Business Reporting Analyst

Project Title: - Instance Management tool

Project Description: - Creating a dynamic Web application to automate and make the current process faster. Technology: -Eclipse, Java, SQL, HTML, CSS .

Tixigo-Teleperformance (under process outsourcing by CWT), Gurugram Designation: Business Reporting Analyst

Project Title: Lost Client Analysis

Project Description: - Find clients and the data patterns they produce before ceasing business with the company. Technology: - MS-SQL. MySQL, SAP LUMIRA. Power BI. Position of Responsibilities

Lead various dash boarding projects, while directly dealing with clients.

Worked as product owner under Agile development model.

Initiated, lead and owned Java based tools.

Member of Annual cultural Festival in Event coordination and Photography departments at USICT.

Elected Prefect (Sports captain) at MCS.

Awards and Recognitions

Awarded more than 12 Monthly Bravo awards at CWT for taking imitative and bringing innovative solutions, at CWT.

Received International Collaborator (Quarterly) for outstanding work with international clients, at CWT.

Awarded vice Principal’s award for taking initiatives and discharging responsibilities faithfully, at MCS.

Honored with 3 faculty awards at MCS.

Co-Curricular Activities

Theatre: Member of Cast 1 of MCS Annual Stage production.

Represented School and Zone in Table Tennis competitions.

Organized and took part in Skits for awareness on Disaster Management. Hobbies

Travelling.

Reading novels.

Watching movies and documentaries.

Studying cosmology.

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