Customer Service Data Analyst

ARJUN NAIR

Mobile: 910******* Email: ***********@*****.***

LinkedIn: https://www.linkedin.com/in/arjun-nair-15bb217b/ Skype: arjunnair.145SUMMARY

Over three years of cumulative experience in the field related to Process Training, Customer Service Management and Data Analysis

Proficient in strategizing and improving trainings by innovating new training techniques and working towards elimination of any defects in the existing training process

Deft in identifying client needs, presenting appropriate solutions and service offerings and ability to use instructional design methods in the assessment, planning, development, implementation and evaluation of training needs and programs

Expert in identifying current and future customer requirements by establishing rapport with the potential customers achieve the organization goals

Accurate in issue resolution, effectively handle difficult individuals and maintains a professional demeanor

Hands-on experience in delivering excellent customer service at all times and ensured to exceed expectations of the set standards

Proactive in providing timely, efficient & accurate administrative support to office managers and work colleagues

Articulate communicator with ability to quickly develop effective working relationships with senior executives and experienced in handling key clients from various cultural backgrounds

SKILL SET

Training and Development

People Management

Training Needs Evaluation

Data Management

Team Management

Conflict Resolution

Knowledge Transfer

SLA Management

Process Improvement

Report Generation

Customer Service Management

Inbound/ Outbound Call Handling

TECHNICAL SKILLS

MS Office (mainly Excel)

~82 WPM

EDUCATION

Bachelor of Commerce – Computers, Osmania University, Hyderabad, India – 2015

Crash course in Animation from MAAC (Maya Academy of Advanced Cinematics) – 2011

LANGUAGE SKILLS

Proficient in English

EXPERIENCE

Duration

Organization

Designation

Mar 2018-Present

Genpact, Hyderabad, India

Trainer

Oct 2017-Feb 2018

Sears IT & Management Services India Pvt. Ltd., Hyderabad, India

Advisor

Feb 2017 – Oct 2017

Trigent Software Solutions

IT Consultant

Aug 2016 - Jan 2017

Accenture, Hyderabad, India (project at YouTube)

Senior Customer Support Associate

Aug 2015 - Jan 2016

Global Logic (project at Google Maps)

Data Analyst- Content Engineering

Key Deliverable:

@ Genpact:

As a Trainer:

●Ensuring the training of the batch is ready to be assigned jobs in line with the proper schedule

●Extended assistance to Associates whenever required

●Maintaining tabs on and ensuring personal hygiene is followed throughout the course of training

●Ensuring to cover all the pertinent information during the training along with the effective doubt addressing

●Keeping a track of attendance, daily activities and hygiene challenges from the batch in training

●Updating the management with regular reports on a “need to know” basis about the activities each day

●Drafting and maintaining bi-weekly Process Tests and rolling out the same to the entire floor to ensure zero knowledge gaps

●Working towards achieving cent percent accuracy of all the data saved, shared or maintained by myself and the other trainers in the team

Process Associate:

●Interfacing with the users from all across the globe via chat and email channels, to resolve concerns with Google Play Store, Payments made via and for Google Play Store and Google Pay in the US and UK along with other 27 other countries

●Ensuring to maintain a minimum score of 85% and no fails in terms of Quality Audits (10-12 in a month)

@ Trigent/Sears:

●Interfaced with counterparts in the US, for Sears IT Holdings, with regards to pulling financial reports

●Active involvement in the other processes alongside the US counterparts of Sears Holdings Corporation (SHC) and deliver timely results

●Acted as an interim Team Leader for the period of 4 months, from July 1st, 2017 to October 13, 2017

●Prepared and sent daily reports for the team’s activities to the stakeholders

@ Accenture:

●Worked in the capacity of Senior Customer Support Associate wherein responded to emails, provided assistance to customer queries after comprehending the issues and resolving them in the most timely and organized manner

●Worked within the TAT window of 24 hours, every email received was responded to, within 24 hours

●Handled tasks on both communication channels and maintained quality on par

●Kept the email buckets cleared before leaving for the day

●Developed and maintained Excel sheets for cumulative counts of the total team members for each day and other Excel sheets to help reduce time consumed in doing the same exercise, individually

@ Global Logic:

●In the capacity of Data Analyst, made calls to businesses in the US and collated data

●Prepared, changed or removed data pertaining to the business on Google Maps as per the policies and regulations of Google

●Regularly achieved the target every day

Reference available upon request

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