Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Personal Information
Languages
Timeline
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Sebastine George

Faridabad

Summary

Dynamic Senior Business Intelligence Analyst with a proven track record at Family1st, where I leveraged quantitative analysis and strong communication skills to enhance customer satisfaction and streamline processes. Expert in driving results through effective leadership and analytical thinking, consistently achieving high satisfaction levels and operational excellence.

Overview

13
13
years of professional experience

Work History

Senior Business Intelligence Analyst

Family1st
04.2021 - Current
  • Addressed customer inquiries via phone and email, providing effective troubleshooting
  • Enhanced customer onboarding with essential support for a smooth process
  • Trained new employees, ensuring seamless onboarding and rapid acclimation
  • Simplified complex technical information during user training sessions
  • Handle escalation cases and achieve customer satisfaction
  • Efficiently resolved issues for difficult customers, ensuring satisfaction
  • Used tools like ShipMonk, Pirate Ship, Amazon, eBay, Shopify, and Squirrel Mail to improve efficiency
  • Developed customer satisfaction metrics, consistently achieving high satisfaction levels
  • Implemented feedback mechanisms to drive service improvement
  • Created detailed reports to provide insights and support business decisions

Senior QA (Program Quality)

V-Customer
03.2017 - 04.2021
  • Promoted with additional responsibilities/tasks
  • Led quality checks and mentored underperformers, significantly improving performance
  • Analysed trends and implemented action plans, driving process improvements
  • Authored detailed quality reports for clients, enhancing assessment accuracy
  • Identified issues and devised plans to mitigate risks and optimize processes
  • Conducted calibration sessions to align client and process understanding
  • Collaborated with managers to address client and operational challenges
  • Trained new hires, equipping them with essential skills and knowledge
  • Fostered a cooperative, high-performing team environment
  • Managed agent schedules for optimal resource allocation and efficiency
  • Delivered exceptional customer service, achieving high-quality standards
  • Efficiently resolved customer complaints and performance bottlenecks
  • Enhanced customer experience by addressing queries and resolving issues

Customer Support

V-Customer
03.2012 - 03.2017
  • Delivered comprehensive customer support, helping families understand and leverage the Upromise program to save for college expenses
  • Addressed inbound calls, resolved inquiries, and efficiently handled issues related to account management, program benefits, and savings strategies
  • Educated customers on maximizing their savings through Upromise's features, such as cashback rewards, linked credit cards, and online shopping
  • Utilized CRM software to document and track customer interactions, ensuring accurate records and timely follow-ups

Education

MBA -

Institute of Management Technology
Ghaziabad
06.2025

Skills

  • Effective Leadership Abilities
  • Strong Communication Skills
  • Quantitative Analysis
  • Analytical Thinking
  • Qualitative Researching
  • Effective Listening
  • Proficient in High-Pressure Environments
  • Quality Assessment Expertise
  • Effective Complaint Management
  • Self-Driven Professional
  • Results-Driven Execution
  • Prioritization Skills

Accomplishments

  • Associate of the Month (2014): Awarded for best performance over three consecutive months, including a cash award.
  • Spot/Bravo Award: Recognized four times for best monthly performance.

Hobbies and Interests

  • Travelling
  • Sports
  • Photography
  • Music
  • Volunteering

Personal Information

  • Date of Birth: 02/17/93
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Single
  • Religion: Christian

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2
Malayalam
Advanced (C1)
C1

Timeline

Senior Business Intelligence Analyst

Family1st
04.2021 - Current

Senior QA (Program Quality)

V-Customer
03.2017 - 04.2021

Customer Support

V-Customer
03.2012 - 03.2017

MBA -

Institute of Management Technology

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Sebastine George