Customer Service Management, Business Analysis

YOGRAJ PAUDAL (Yoga)

Little Rock, AR *****, 501-***-****; **********@*****.***,

http://np.linkedin.com/in/yograj1973, Skype: yograj.paudal

Personal Profile: Multilingual customer service associate/ field

interviewer/ coordinator, sushi chef, recruiter and tourism Lecturer. 12

years of multitude experiences in recruitment, communications, banking

technology, correspondence, retail, restaurant, tourism teaching, college

administration, HR and general administration. Highly disciplined and

motivated with experience of working in USA, South Asia and the working

experiences with the Korean & Middle East based companies. Multilingual:

English, Hindi and Nepali languages. Legal Permanent Resident of USA.

Professional Experience

Product Support Rep (09/13- Current) FIS Global,

Little Rock, AR

Involved in various steps in incident management and case management system

and with biggest online banking companies to diagnose their online banking

related problems and developing teams to resolve the case by prioritize and

escalating to various department. Involved in IT security management of

clients and employees. Communication/coordination and update email with

banks and internal contracts with SLA (service level agreement) timeline.

Communication and coordination with vendor support group. Generating

various reports, cross checking and submitting to banks with SLA.

Market Researcher: Contractor (06/14 - Current) Haynes

& Company

Worked for a project pet and conducted research on customer service

operation and practices of Vet Clinics of Hot Spring and Little Rock, AR.

Conducted research, gathered, organized and processed data and information

to the parent company for evaluation of Pet Clinics.

Field Interviewer: On-call, Temporary (03/13-08/13) Mathematica

Policy Research, NJ

Worked for a Department of Education research project titled NLTS 2012,

traveling to different parts of AR and conducting in-person, telephonic

field interview with parent, student, special education youth, customer

service/relationship building, locating respondent, answering queries and

weekly and monthly reporting.

Regional Coordinator - AR (05/12 - 3/13) Hissho Sushi,

Charlotte, NC

Job responsibilities involved total field representative duties such as

sushi bar management, increasing sales, customer service, building

networking and relationship with market, company and chef partner

management, monthly inventory, food safety & HACCP, product compliance, new

sushi bar opening/management and controlling, daily/weekly/monthly

reporting, cost control, recruiting of sushi chef/ sampler/ chef partner/

trainee chef, resolve customer complaints and other issues. Managed sushi

bar (inside Kroger) in AR, MS, TN, and KY

Associate/ Team Leader - Part-time (3/11 - 12/11) TJ

Maxx, Little Rock, AR,

Front operation and responsible for customer service, cashier, merchandise

display, management, credit card selling, loss and prevention. Employee of

the month.

Operation Manager (01/07 - 12/10) Blue Sky

Int'l, Nepal.

Successfully performed full cycle recruitment, management, marketing,

operation, customer service, Customer/Client relationship,

communication/correspondence, report preparation & supervisory

responsibilities.

Coordinator/Lecturer (05/02 - 12/06)

NCTTM, Nepal

Designed and delivered lecture on tourism related subjects. Academic

administration, class schedule, itinerary planning, short term course

development and tourism study tour.

Instructor/Lecturer (07/99 - 04/02) NTHMC, Nepal.

Lectured various tourism related subjects. Study tour, exam, student and

faculty coordination.

Officer (01/1999 -06/1999) Nepal Tourism

Board, Nepal.

Job duties include marketing and promotion, customer service, communication

and correspondence with domestic and international clients, organizing

tourism events, seminar, workshops etc.

Academic Qualifications

1. Bachelors of Art, BA (1993-96) with one Vocational Subject "Office

Management & Secretarial Practices" (OMSP), University of Delhi, Delhi,

India. (Subjects: English, Economics, Hindi & OMSP) (1993-1996)

2. 10+2 (High School Diploma) from Central Board of Secondary Education

(CBSE), New Delhi India.

Subjects: Economics, Political Science, English, Hindi, and History.

(1991-1993)

Training & certificates:

. Serve Safe certification as Food Production Manager Safety course.

. One month of Sushi chef and regional coordinator training at Hissho

Sushi, Charlotte, NC.

. CPR/AED trained from American Heart Association.

. Undertook one week training in Front Office Operation and Motel

Management in Ramada Inn, Little Rock.

. Completed online course from skill soft on Introduction to Business

Analysis and Essential Competencies.

. Completed online course from skill soft on Project Management Process

Groups (PMBOK Guide Fifth Edition).

. Attended the ONLINE ADVOCACY TRAINING by ICIMOD, Kathmandu, Nepal.

(02/26/2009- 20/03/2009).

. Attended the 6th Trekking Agents Association of Nepal (TAAN) "Eco-

Trekking Workshop and Adventure.

. ABACUS Computer Reservation System from ABACUS Nepal, NMC, RNAC

building, Kathmandu, Nepal.

1. Abacus Basic Functionality Course 2. Abacus Fare & Pricing Course

3. Abacus Hotel Booking

Computer Skill:

. MS Word, Excel, PowerPoint, MS Visio, MS Publisher, Outlook Express,

Office Outlook. Case Management System (CMS, Incident Management).

Bank Technology related software: eVision, eDelivery, Savana, UNIX

security administration.

Extracurricular Activities

. Navy Cadet in NCC (National Cadet Corps, New Delhi, India) for 2

years. Attended (10 days) Naval Training Course Camp at Dakpathar,

Dehradoon, Uttaranchal (erstwhile Uttar Pradesh), India in 1990.

Languages:

. English, Nepali, Hindi (Read, Write, Speak). [pic]

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