Senior Data Analyst, with hands on experience in JIRA, zendesk,excel

JAYA AROKIA SILVIA

No. ***, **th street, union carbide colony, Kodungaiyur, Chennai-600118

Email ID: *************@*****.***,

Ph: 733-***-****

Data analyst with 4+ years of experience in Utility Data Management. Excellent understanding of business operations. Dedicated to effective team management and customer satisfaction with sound judgment and an ability to resolve problems tactfully. Experience of handling a team of 6 members and building team members to deliver a high standard of customer service. Experience

SENIOR DATA ANALYST URJANET ENERGY SOLUTIONS AUGUST 2014 TO JANUARY 2019 Projects:

Project:1 Aug 2014-June 2016

· Monitoring

· the job has been monitored, ensuring that the data are getting extracted and delivered to the customer on time with expected quality.

· This has been reduced escalation raised by customer Projects:2 June 2016-Dec2017

· Triage tool

· Working on automation tool to reduce manual effort.

· Triage is an internal tool which we used to track the failing accounts which are failing to get deliver the data to the customer. It is a customer oriented portal, entire analysis and testing has been done and written test cases.

Project:3 Dec 2017-July 2018

· Interacting with customer via Zendesk(Tool) about the missing data or incorrect data and informing about the delay in delivering the data.

Project:4 July 2018- Jan 2019

Data which are in organized arranged are being observed in the Cloud-based developed gateway and where I will work on the adjustment of those functions that is being occurred in the portal and will be crosschecked and inspected and furthermore reported the equivalent to the customers and also to our internal team for the necessary measures to take down. Roles and Responsibilities:

· Handling the domain and process of generating, monitoring and delivering energy data to Customers.

· Delegation of tasks to team members, troubleshooting issues / escalations, verifying and ensuring data accuracy from team, tracking and reporting and customer interaction.

· Analyse root causes of customer issues, come up with working solutions.

· Coordinating with development and testing team and ensuring every account’s statements is processed and delivered to the customers as per the Service Level Agreement.

· Data are analyzed and given reports for different projects which are in the organization like Extraction, Enrollment, Interval Data, Utility Data and Payment Data Services

· Analyzing the bugs in the project platform and will raise the issue on time. Page 2

· Prioritizing the issue based on the impacted volume

· Used to work under tight SLA/metrics driven environment

· Prepare Metrics & reports to present it to the client and management.

· Prepared standard operation procedure document for the team

· Provided ideas to improve internal process to avoid manual working process Tools:

· Zendesk: Customer interaction media

· Jira: Bug tracking tool used to raise internal issue

· Jenkins: Is an open source automation server written in Java. Education

B. SC (MATHS) 2014 50%

STELLA MARIS COLLEGE, CHENNAI

HIGHER SECONDARY 2010 60%

CORPORATION GIRLS .HR.SEC.SCHOOL, CHENNAI

X STD (STATE BOARD) 2008 70%

DOMINIC SAVIO.HR.SEC.SCHOOL, CHENNAI

Skills & Abilities

• MS office – Proficient

• Team handling

• Mentoring team members

• SLA tracking and risk management

• Customer relationship management

• Conducting Team Engagement Activities

Place: Chennai

Date:

(A. Jaya Arokia Silvia)

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