ANSHUL PRATAP SINGH
Q3 Technologies
Jaipur
2
Languages
7
years of professional experience
Business process analysis covering requirements gathering, workflow documentation, and gap identification to improve ways of working. Leads cross-functional collaboration, user acceptance testing, and stakeholder communication to deliver business-aligned changes. Produces clear process documentation and user guidance to support adoption and continuity.
Work History
2 Years 1 Month
09.2024 - Current
2 Years 1 Month
Tech Support Engineer
Q3 Technologies | Jaipur, Rajasthan
09.2024 - Current
- Coordinated day-to-day field-service scheduling, tracking work orders, technician assignments.
- Monitored service activity and operational queues, prioritising delayed cases for follow-up.
- Investigated parts delivery, technician availability, customer contact gaps, and update issues.
- Linked internal operations, branch managers, technicians, and customers to align next steps.
- Maintained case records, work-order statuses, ETAs, appointments, and escalation notes.
- Escalated recurring service issues with issue summaries, business impact, and actions.
- Balanced live calls, follow-up tasks, pending escalations, and time-sensitive commitments.
- Coordinated recovery plans for complex cases involving incorrect parts destinations.
- Documented missed appointments, delayed ETAs, customer concerns, and technician requests.
- Monitored queues, followed up on cases, and updated stakeholders during high activity.
- Contributed to operational continuity through queue monitoring, case follow-up, and stakeholder updates during periods of high activity. Note: Keep these bullets only where they accurately reflect your responsibilities; add measurable results where available.
- Used support tickets to track and speed up incidents.
2 Years 11 Months
09.2020 - 08.2023
2 Years 11 Months
Business Analyst
Magik Touch Services Pvt. Ltd. | Ahmedabad, India
09.2020 - 08.2023
- Gathered intelligence from executives and middle managers on needs and growth.
Partnered with application directors and creators to meet project needs.
Handled project tasks, completing deliverables on time. - Analysed business processes to identify inefficiencies and recommend improvements for operational excellence.
- Documented process flows and created user manuals to support effective change management.
- Managed cross-functional teams to deliver project outcomes within agreed timelines and budgets.
- Led user acceptance testing to validate functionality and performance against business requirements.
- Helped clients enhance internal structures and improve handling of current and potential problems.
- Supported teams during implementations and produced clear instructions outlining changes.
5 Months
03.2020 - 08.2020
5 Months
Customer Support Specilist
Telepeformance | Jaipur, India
03.2020 - 08.2020
- Resolved delivery problems and damaged item concerns through attentive, solution-focused support.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
5 Months
09.2019 - 02.2020
5 Months
Customer Support Specialist
Amazon | Jaipur, India
09.2019 - 02.2020
- Assisted Indian customers with delivery issues and damaged item problems resolution.
- Handled high-volume telephone calls to address and resolve customer queries.
- Collaborated with cross-functional teams to facilitate issue resolution and improve customer satisfaction.
Education
Certificate of Higher Education - PCM
Cambridge School | Jaipur, RJ | 01-2017
Engineering degree - Automobile
Arya College of Engineering and IT | Jaipur, RJ | 01-2021
Automobile Engineering
Skills
Business process analysis
Operational reporting and KPI monitoring
Stakeholder communication
Issue and root-cause investigation
Requirements gathering
Workflow coordination
Escalation management
SLA and schedule tracking
Languages
HindiC2
Proficient
EnglishC2
Proficient
ADDITIONAL INFORMATION
Location: Jaipur, Rajasthan, India | Target roles: Business Analyst, Operations Analyst, Process Analyst, Service Delivery Analyst
Interests
Cooking
Traveling
Itinerary planning
Riding / Motorsport
Timeline
Tech Support Engineer
Q3 Technologies
09.2024 - CurrentRead more
Business Analyst
Magik Touch Services Pvt. Ltd.
09.2020 - 08.2023Read more
Customer Support Specilist
Telepeformance
03.2020 - 08.2020Read more
Customer Support Specialist
Amazon
09.2019 - 02.2020Read more
Cambridge School - Certificate of Higher Education, PCM
Read more
Arya College of Engineering and IT - Engineering degree, Automobile
Read more