Open To Work
Hi, I’m
Akshay Vijapure
Pune
Work Preference
Summary
Detail-oriented Quality Analyst with 5+ years of experience in Customer Service and cross-functional team environments. Expertise in Data Analytics, focusing on Data Management, Visualization, and Validation. Strong command of Power BI, SQL, and Python, contributing to enhanced data insights and performance improvements.
Overview
6
years of professional experience
2
Certifications
Work History
ThinkSys Software PVT LTD Pune
Call Quality Analyst
09.2021 - 11.2025
Job overview
- Evaluated call quality to ensure compliance with company standards.
- Quality control managed a client team of 10-15 employees to drive performance, which shows my leadership qualities
- Provided feedback to agents for enhancing communication skills.
- Documented findings in detailed reports for management review.
- Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
- Provided coaching for agents based on individual performance reviews.
- Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
- Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
- Actively involved in conducting Training Needs Identification (TNI) to improve customer experience.
- Actively participated in monthly and quarterly reviews.
- Along with quality audits, I prepared Process Knowledge Tests, facilitated refresher sessions, and calibration sessions.
- ● Built dashboards using Power BI.
Radical TechnologiesPune
Data Analyst Intern
10.2023 - 04.2024
Job overview
- Collected, cleaned, and prepared data from multiple sources, ensuring quality and integrity.
- Developed Power BI dashboards and reports to analyze sales performance and customer trends.
- Employed DAX to create calculated columns, measures, and tables for advanced data analysis.
- Managed end-to-end data flows while identifying dependencies to support delivery and change management.
- Analyzed complex data sets using advanced querying, visualization, and analytics tools.
- Transformed data into actionable insights by predicting future outcomes from raw data.
- Utilized MS SQL, Power BI, and various toolsets for comprehensive data analysis.
- Performed statistical analysis to identify data trends and patterns.
- Employed Python for data manipulation and analysis tasks.
- Engaged in continuous learning to stay updated on new data analysis tools and techniques.
- Provided technical support to team members on data-related issues.
- Conducted data collection, cleaning, and preprocessing to ensure accuracy and reliability of datasets.
- Participated in the development of machine learning models to predict outcomes and trends.
- Maintained or updated business intelligence tools, databases or dashboards.
AnyoneHome INCPune
Call Quality Analyst
09.2019 - 09.2021
Job overview
- Monitored calls with advanced quality assurance tools to evaluate compliance with company standards.
- Documented findings in detailed reports for management review.
- Collaborated with teams to create comprehensive training materials for agents.
- Provided constructive feedback to agents to enhance communication skills.
Education
PVPITPune
Bachelor of Computer Science from Computer Engineering
06-2017
Skills
- Power BI dashboards
- Microsoft SQL server
- Python programming
- Data analytics
- Business intelligence
- Data visualization
- Power BI development
- Structured query language (SQL)
- Machine learning
- Microsoft Excel
- Java
- Selenium
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Certification
Certification in Data Analytics from Radical Technologies - Oct. '23 to Apr. '24.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Eclipse
Postgre SQL
Microsoft PowerBi
Python
Microsoft Excel
SSMS
Microsoft SQL Server
Interests
Cricket
Trekking
Riding
Timeline
Data Analyst Intern
Radical Technologies
10.2023 - 04.2024
Call Quality Analyst
ThinkSys Software PVT LTD
09.2021 - 11.2025
Call Quality Analyst
AnyoneHome INC
09.2019 - 09.2021
PVPIT
Bachelor of Computer Science from Computer Engineering