Data Analyst Service
Resume:
VijayaKumar K
Bangalore, Karnataka ******
adi0bj@r.postjobfree.com
PROFESSIONAL SUMMARY
Highly motivated Team Lead and Product Quality Analyst with 13 years of Experience, in track record of dependability and leadership. Energetic presenter and confident communicator with the ability to circulate information clearly, efficient, and beneficial for end users. Creative in finding solutions to problems and determining modifications for optimal use of organizational data.
SKILLS
Good Knowledge of ITIL Processes.
Excellent Reporting skills with EXCEL 2010.
Excellent data modelling and Visualization skills.
Handled a Team of 12 ASG with HP Partner Sites.
Knowledge of Service management Framework.
WORK HISTORY
TEAM LEADER - CUSTOMER SUPPORT 11/2014 to CURRENT
HP Inc
Job profile involves the following:
Manage and Lead Team of Employees.
Set Clear Team Goals and KPIs. And Delegate Tasks.
Monitor team performance and report on metrics.
Training for New Hire and New product introduction.
Weekly learn and share sessions, to discuss on the advancement.
Handling Escalations from front line agents from partner sites through calls and chats.
Provide regular feedback to the agents through Audits.
Regular DSAT, CSAT and Technical Analysis and share with engineering team which collects necessary Software error logs, analyzing them and discuss the same in the Conference Calls with Productions and WIR Engineers in US.
As a Team Leader, I reduced the incoming volume of the Problem tickets to the team.
Conducting Audits like Progress, Release and Internal Quality and escalating the non-conformities to ensure compliance and prevent recurrence.
PRODUCT QUALITY ANALYST 06/2010 to 10/2014
HP Inc
The job profile includes the following:
Root Cause Analysis on very high Annual Intervention Rate.
Identify market trends, identify product vulnerabilities, and recommend strategy, adjustments based on market trends and patterns.
Service management Calls with GBU (R&D) and Onsite Engineers on different aspects of Re-Repair.
Virtual Project Management by On-call meetings with HP Partner Sites to cascade the information and devise Action plans for implementation.
Identify, Analyze, Implement and Monitoring of Service Improvements on Higher Management Partner Sites.
Work with Value Stream Mapping (VSM) for all the Engineering projects.
Manage and respond to escalations from internal and external parties within designated service levels as appropriate.
Collaborate with cross-functional groups such as Engineering and Product by exposing product vulnerabilities and providing feedback on systems/tools/process in order to increase automation while providing a better experience for our users.
Utilized Power Bi to create various analytical dashboards that depicts critical KPI and to provide scope for further improvements.
Implemented power BI, power Pivot to develop data analysis prototype and used power View to visualize reports.
Accountability to Build Weekly Quality Dashboard and action plans to go up to Executive level.
TECH SUPPORT SPECIALIST 07/2006 to 05/2010
Hewlett-Packard
The job involves:.
Responsible for handling customer calls.
Show complete ownership of the call and follow the set of processes to troubleshoot and fix customer calls.
Responsible for documentation all the calls.
Escalate calls based on customers demand/own judgment Focus to provide a pleasant customer experience on every call.
TECHNICAL SERVICE REPRESENTATIVE 06/1996 to 07/2006
SKS Electronics Bangalore
Solving problems faced by the customer related to computers and printers.
Giving technical help to the customers on the basic knowledge of computer hardware and other requirements related to the computers and printers.
EDUCATION
Diploma in Electronics And Telecommunication Telecommunication 04/1996
RJS Polytechnic, Bangalore
ACCOMPLISHMENTS
30% reduction in invalid replacement resulting in $1.2M savings from 2017-2019.
(Clockwork Award for playing a key role on reduction of lead metrics).
Implemented the 4DX Methodology by identifying the Lead measure which drive the Lag Metrics.
Improved the Troubleshooting compliance at the contact centres with regular feedback and identified the product with top failure rates.
Successfully implemented Failure Mode Effect Analysis (FMEA) for the Projects.
Identified 'Best Practices' from individual projects and regularly conducted lessons learnt and knowledge sharing sessions across the team.
Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information.
Total Problem Resolution Scores Recognition - 2008.
Top Revenue Generator Recognition - June'09.
Exceptional Performance Award - April ' 2010.
Superb Customer Satisfaction score - Nov' 2010.
Extortionary performer and dedication achievement - Q1' FY 2010.
Best AHT with Highest number of chats as ASG - Sep'2010.
Outstanding performer Award as a Lead - 2011.
Special Project - Awarded for 30% improvement from the Baseline for Annual Intervention Reduction during FY' 2016.
CERTIFICATIONS
ITIL v4 (Foundation)
Data Analyst Certified (LinkedIn Learning)
Microsoft Certified IT Professional (MCITP): Inter-Networkz Bangalore
Certified in Microsoft Power Bi
ONSITE ASSIGNMENTS
Location : Philippines (Quezon)
Role: Acting Team Lead and Trainer.
Responsibilities:
1. Provide Training and Support to the FLA's on the Process and Product front.
2. Implement structural changes to help customer satisfaction.
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