Project Customer Service

Rajeev R. Warke

* ******* **., ********, ** L*S *X7

416-***-**** ******.*****@*****.***

BUSINESS ANALYST

Qualifications

Technically-inclined and results-focussed Business Analyst offering approximately 2 years of combined experience in project coordination, administration, and client service

Holds a B.Eng. Degree in Electronics & Communication and a Post Graduate Certificate in Project Management

Proven ability to support project managers to ensure that all project objectives are achieved within tight deadlines

Experienced in Gantt Charting, Schedule Optimisation, and Resource Optimisation and adept in maintaining project related documents such as Stakeholder Register, Risk Register, Status Reports, Risk Analysis, and Project Dashboard

Strong computer skills; proficient in MS Word, MS Excel, MS PowerPoint, Outlook, Adobe and MS Project

Energetic and customer service oriented with excellent oral and written communication skills; develops and maintains excellent rapport with internal and external stakeholders

Highly organized with strong multitasking skills; able to manage concurrent projects within competing deadlines

Analytical and detail-oriented with strong math skills and sound judgment; consistently delivers excellent output

Offers a flexible and adaptable schedule; able to work overtime or travel in order to meet client needs

Bilingual/Multilingual; fluent in English, Hindi, Gujarati and Marathi

Core Competencies

Project Coordination

Leadership and Team Building

Relationship Management

Document/Records Management

Public Speaking & Presentations

Supplier Relations

Relevant Professional Experience

Project Coordinator Apr. 2014 – Nov. 2014

Info Wave

InfoWave provides quality services around the world and across the technology spectrum. They specialize in design, 3D animations, e–Learning, tech pubs, mobile and web applications.

Provided leadership and oversight on multiple projects; developed and implemented project plans and delivered business solutions on time and within budget

Collaborated with the project team to effectively launch and manage projects from conception and pre-production through to completion

Assisted in identifying Risks and preparing and maintaining Risk Registers to monitor risks assign them to owners and prepare detailed mitigation and contingency plans.

Supported the Project Manager with monitoring the Key Performance Indicators for the Project

Provided technical support to the project team and on-site team and coordinated with client

Responsible for overseeing the review, initiation, and execution of contracts

Liaised with clients on a daily basis to determine their needs and priorities and coordinated work accordingly

Prepare reports, track progress and send regular status reports to manager

Collaborated, created and distributed weekly communications updates to stakeholders to ensure seamless communication.

Supported the sales team with a range of sales administration activities including customer updates, device usage, customer correspondence

Completed market and competitive research to identify sales opportunities thereby enhancing profitability

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Relevant Professional Experience (continued)

CUSTOMER SUPPORT REPRESENTATIVE Mar. 2013 – Apr. 2014

Motif, Inc.

Motif, Inc. is one of the world's top 100 outsourcing service providers delivering customer-centric BPO and KPO services provider focused on E-commerce companies in the retail, travel, financial services and affiliate marketing verticals.

Provided knowledgeable and professional technical support to international clients to promote swift resolution of technical issues relating to the eBay site

Managed a high-volume workload within a deadline-driven environment; successfully resolved an average of 325 inquiries per week and consistently met performance benchmarks in all areas (speed, accuracy, volume)

Consistently met and exceeded monthly targets in relation to customer satisfaction and volume of work; successfully handled a minimum of 62 issues per day and maintained an average score of 82%

Accurately collected customer information and input data into the system, ensuring confidentiality at all times

Assisted clients with technical troubleshooting and provided support with complete various operations online

Maintained detailed service records and reviewed the interactions with the clients on a daily basis to prepare a report and share it with the team and team leader

Education

Post Graduate Certificate in Project Management 2015

Humber College

Studied: Scheduling, Earned Value Management, Resource Allocation, Variance analysis, Risk Analysis, Risk Reporting, Risk Register, and Public Sector Project Management, Briefing Notes

Bachelor of Engineering Degree in Electronics & Communication 2012

Gujarat Technological University

Diploma in Electronics & Communication 2009

Parul Institute of Engineering & Technology

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