Customer Service Sales

Montu Shah

*** ******* ***** *****, ****** NJ ***31 ( 201-***-**** (

**********@*******.***

Profile: Data Analyst

~ Turning data into information, information into insight, and insight into

effective business decisions ~

. Poised to help companies make better business decisions, utilizing solid

understanding of data analysis techniques combined with outstanding

analytical, problem-solving, critical-thinking, business, and financial-

leadership skills.

. Experience in data and business analysis, strategy and planning,

operational management, budgeting, and finance. Background in

Engineering, Mathematics, Computer Programming, and Finance/Banking.

. Solid understanding of how to interpret client business issues and

translate them into operational requirements, leveraging vigilant

attention to detail, mathematical skills, investigative mindset, and

communication skills.

Skills and Capabilities Include

V Developing and implementing data collection systems and other strategies

that optimize statistical efficiency and data quality. Filtering data,

reviewing performance indicators, and correcting code problems.

V Interpreting data and analyzing results using statistical techniques;

designing and providing ongoing reports to senior management; monitoring

and reviewing meaningful data to support strategy and drive performance.

Core Competencies Include

Operational/Marketing/Financial Analysis & Reporting . Problem Solving .

Time & Project Management .

Data Modeling & Validating . Relational Database Development . Operational

Metrics & Improvement Action Plans Business Reports . Presentations .

Requirements Analysis & Design . Quality Control & Performance Monitoring

Technical Skills Include

Microsoft Office (Excel, Word, PowerPoint) . MYSQL . SQL . Creating Charts,

Graphs & Pivot Tables

PROFESSIONAL EXPERIENCE

Retail Sales Operations Supervisor, TIME WARNER CABLE, INC. (TWC), New

York, NY 10/2013 - present

Promoted to supervise new mega retail sales center, employing 33 agents,

generating ~$2.5M annually. Prioritize business and information needs,

define new process improvement opportunities, and identify, analyze, and

interpret data and trends. Analyze and generate trend reports and develop

strategies to drive agent and store goals. Monitor equipment levels,

product line sales, recurring revenue, and customer retention. Present

data, challenges, and action plans to senior management. Ensure billing

system data entry, cash reconciliations, and daily deposits.

Achieved exceptional profit performance and drove continuous improvement

efforts, utilizing data analysis and insight to inform strategy.

Consistently exceeded sales performance goals, team productivity adherence

percentages, work order integrity error rates, and monitoring scores.

. Instituted and refined performance metrics and statistical techniques

that improved agent performance. Implemented new training process that

prepared agents in 1 month instead of 3 months.

. Increased transaction productivity 66% through monitoring and analysis

(including staffing, ticketing system, and commission structure), and

created report that identified key challenges and efficiency drivers.

. Developed customized reporting to highlight areas of opportunities

with each agent for coaching. Increased the number of agents meeting

sales goals from 40% to 70%. Reduced tardiness violations 90%.

. Analyzed procedures and instituted reconciliation process, with a

double verification procedure, that reduced money handling errors 80%,

down to 3-4 errors per month.

. Pioneered new daily impress level system that was adopted at all 7 stores

in New York City. Ensured adequate stock levels and integrity in

compliance with inventory control guidelines.

. Spearheaded data analysis and reporting that facilitated quota-breaking

sales results. Increased primary service unit (PSU) sales (4 lines of

business) 25% month over month. Lifted monthly recovering revenue (MRR)

10%+. Achieved #1 ranked store for PSU and MRR (among 7stores) for 4

consecutive months.

. Monitored retail store customer service interaction to identify

opportunities within transactions and provide a shopping experience

catered to each customer. Trained agents on customer service and sales

techniques.

. Increased customer retention 10%-40% month over month, always exceeding

targeted goal.

Coordinator-Accounts Receivable (AR), TIME WARNER CABLE, New York, NY,

2/2010 - 10/2013

Managed daily operations of high-volume, start-up payment center,

supervising 2 direct reports and 24 personnel responsible for 9 customer

service and 4 payment windows. Prepared reports for senior management.

Focused on company goals and high service standards to increase

efficiencies and sales. Attained smooth, profitable operations.

. Rectified coding errors through analysis and process improvements, saving

$100-$300 per month.

. Cut average transaction time 50% by coaching agents on billing system and

coding techniques.

. Achieved record-breaking #1 ranking store in triple play product line

sales out of 7 stores. Drove 31% increase in sales of single to triple

product lines, boosting sales revenue 330% to $9K monthly.

. Pinpointed and resolved performance issues by devising performance chart

to measure productivity and promote accountability. Led to 25% increase

in customer volume per agent.

. Created agent action plans and led product training that greatly improved

agents' skills. Increased agent productivity 50% to 450 transactions per

day and decreased agent errors to nearly zero.

. Managed daily audits of equipment pool and agent transactions and

achieved zero loss of equipment. Trained agents on proper procedures for

adding/removing equipment from customer accounts.

Mortgage Officer, New York, NY 1/2009 - 1/2010

Oversaw processing and pre-underwriting of conventional residential loan

applications, working for private broker. Leveraged knowledge of complex

financial and banking products. Partnered with banks and real estate

agents.

. Demonstrated skills in financial/data analysis, financial software,

auditing, time management, and service.

General Manager / Owner, FISH WINDOW CLEANING, Wood Ridge, NJ 4/2002

- 6/2007

Spearheaded the 35th franchise nationwide (out of 220) with full oversight

of P&L, HR, operations, and sales.

Conducted full business lifecycle activities, including requirements

analysis a design. Developed analysis and reporting capabilities.

Continuously monitored performance and quality control plans to identify

improvements.

Top revenue and profit performance - Top 5 ranking in customer service and

work completion for 4 years:

. Annual revenue growth from $19 to $124K with net profit increase from 18%

to 40% over 5 years.

. $50K in national accounts-the highest volume of national accounts among

all franchisees.

. $20K in new business yearly-consistent growth.

. $35K annual account with largest national maintenance company of 20K+

insured service professionals.

Built strong foundation through operations analysis, planning, and

management:

. Maintained accounts receivable at a stellar 5% with monthly statements;

consistently followed up with customers.

. Reduced expenses by identifying high-cost items, sourcing vendors, and

negotiating favorable terms.

Led, developed, trained, and motivated highly-productive team of 8:

. Mentored 2 franchisees in operations and coached staff member who was

promoted to an operations manager.

. Improved employee retention from 30% to 70% through employee assessments

and incentive program.

Cultivated strong customer relationships and marketable reputation:

. Sustained 99% customer satisfaction rate, acquired 75 new/repeat

accounts, and built relations with 9 national management companies by

leveraging market intelligence, competitive pricing, negotiations, and

top service.

Prior Professional Experience as Senior Application Developer and Chemical

Engineer.

EDUCATION

B.S., Chemical Engineering, New Jersey Institute of Technology, Newark, NJ,

1999

B.S., Mathematics, Maharaja Sayajirao University, Gujarat, India, 1991

Diploma in Computer Programming, Compu-Learn, Edison, NJ, 1999

Graduate Project Management Certificate, University of Virginia,

Charlottesville, VA, anticipated December 2014

Contact this candidate