Customer Service Management

Pramod Potu

** ********** ***, *******, ** M*N*L* C: 647-***-**** ****.******@*****.***

Summary of Skills

•Data manipulation and management• Requirements specification gathering, elicitation, validation and documentation• Use case development and modeling• Business process analysis and improvement Languages: SQL, JavaScript, UML, HTML

Frameworks/Methodologies: SDLC, ITIL, Agile (Scrum, Kanban), Six Sigma, Change Management

(ADKAR, Prosci), Process mapping (BPMN)

Applications: Excel(sort, filter, what-if, pivot tables, charts, lookup, formulas), Visio, Access, Outlook, Word, PowerPoint, SharePoint, Project, Enterprise Architecture, Google docs Experience

05/2015 to 08/2015

05/2013 to 08/2013

Capstone Project

09/2015 to 04/2016

Education

2012 to 2016

Network Support Technician

MNetwork Canada LTD – Toronto, ON

-Assigned new IPv6 addresses using DHCP on all client computers

-Troubleshoot software, hardware and network failures, identified root causes, and resolved in a timely and accurate manner

-Provided phone and desktop support to users with LAN/WAN and/or VPN issues.

-Collaborated with network engineers to synchronize and maintain connectivity of all systems with their respective servers

-Created data backup solutions using Backup exec

Customer Service Representative

Toronto Mutual Group – Toronto, ON

-Booked appointments between clients and insurance broker

-Conveyed information effectively through the phone

-Counseled customers on insurance packages and coverage

-Consulted with customers to evaluate needs and determined best options

-Actively listened, giving full attention to what clients are saying; took the time to understand the points being made and asked questions as appropriate without interrupting Student Technology Implementation Consultant

Certified Building Systems – Mississauga, ON

-Reviewed company profile and identified industry competitiveness, market and financial performance, competitive strategy, areas of improvement and also performed a value chain analysis to identify key processes

-Analyzed the service call process in detail using BPMN and assessed it’s performance, this process was then redesigned using BPMN, Gap analysis, and KPI’s while considering change management principles.

-Gathered and documented functional and non-functional requirements for the new ERP system/module that will enable and support the business process improvement; use case diagrams were used to describe exactly what the new system must do.

-Researched ERP vendors and created vendor profiles to evaluate for the best possible solution; evaluation criteria included benefits, capital costs, feasibility, ROI, payback period and etc

-Performed requirement assessments, a 5 year cost benefit analysis, and risk assessments for possible ERP solutions

-Created an Implementation plan outlining the management of installation, costs, type of conversion, contingency plans, acceptance testing, training and the documentation needed to effectively and efficiently implement the new ERP system

-Performed cost benefit analysis (CBA) for each ERP vendor's solution

-Performed a risk assessment of introducing a new system

-Presented final report with recommendations supported by relevant data TED ROGERS SCHOOL OF MANAGEMENT, RYERSON UNIVERSITY Bachelor of Commerce (B.Comm.), Business Technology Management– Toronto, ON, Canada

Certified CompTIA A+ IT Technician

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