Darwin Michael
Data Analytics
Chennai
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Reliable Analytics Manager known for helping clients translate business and financial goals into actionable data management plans. Bridges gaps between technical and non-technical personnel. Provider of holistic, beneficial analytics oversight for clients of all sizes in all areas of interest.
Overview
29
29
years of professional experience
3
3
years of post-secondary education
Work History
Branch Analytics Manager
Nestle India Limited
Chennai
09.2018 - Current
- Managed large-scale implementations on platforms such as Type and Type.
- Incorporated analytics tag management systems such as Tealium, Signal and Software.
- Integrated SEO and PPC considerations into analytics management and planning to maximize ROI metrics.
- Oversaw data visualization projects for Type clients, delivering comprehensible and invaluable visuals for presentation to audiences of different technical understanding.
- Created custom dashboards and interfaces designed specifically to suit customer needs and priorities for optimal performance.
- Analyzed large datasets to identify trends and patterns in customer behaviors.
Customer Service Manager South India
Nestle India South Branch
Chennai
07.2010 - 08.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Generated customer satisfaction surveys to analyze results into action plans.
Customer Service Manager Organised Trade
Nestle
Chennai
06.2008 - 07.2010
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
SAP SD Consultant
Nestle Lanka PLC
Colombo
05.2007 - 05.2008
- Architected SAP solutions by prioritizing simplicity, appropriate scale, resiliency and maintainability.
- Traveled to client locations to implement SAP solutions and offered post-installation support services.
- Conducted research and analysis to determine current and future SAP trends.
- Applied widely accepted SAP best practices to Product or Service implementation, providing rapid onboarding.
- Delivered SAP training, user support and knowledge transfer at end of project and followed up to verify successful implementation.
- Documented and maintained technical specifications for SAP applications.
- Configured and customized SAP modules to align with client business processes.
- Coached and supported third-party clients, creating self-sufficient competencies within customer service personnel.
- Designed interconnectivity architectures for SAP products to communicate with cloud-based solutions such as AWS and Type.
- Solved functional and technical obstacles and worked closely with project team from different streams.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Customer Service Manager Tamilnadu Kerala
Nestle India
Chennai
09.2005 - 04.2007
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
SAP SD Consultant
Nestle India
Gurgaon
04.2004 - 06.2005
- Architected SAP solutions by prioritizing simplicity, appropriate scale, resiliency and maintainability.
- Traveled to client locations to implement SAP solutions and offered post-installation support services.
- Documented and maintained technical specifications for SAP applications.
Customer Service and Distribution Executive
Nestle India
Chennai
03.1999 - 03.2004
- Utilized Software to monitor monthly budgets and weekly forecasts.
- Performed ongoing operational process analysis, communicating project status and identifying and resolving operational constraints and issues.
- Negotiated, purchased and sourced shipping supplies and equipment, saving $Amount.
- Assisted with human resource functions such as hiring, interviewing and conducting performance evaluations.
- Implemented cost, performance and productivity management programs to meet on-time delivery requirements, increasing service levels Number%.
- Communicated and collaborated with distribution and sales personnel to resolve shipping and chargeback issues.
- Analyzed and improved department operations and procedures, increasing productivity Number%.
- Implemented maximum and minimum inventory systems to improve space utilization.
- Integrated warehouse operations with existing and new business processes.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
Distributor Automation Officer
Nestle India
Chennai
09.1997 - 04.2000
- Created pricing schedules and determined discount rates.
- Developed strong customer base through efficient and reliable service.
- Determined best routes for driving to customer sites, accounting for such factors as weather and road construction.
- Delivered top customer satisfaction, reviewing feedback closely, and addressing needs and requests of account holders.
- Used excellent listening and problem-solving skills to work with customers and quickly resolve concerns.
- Properly processed all sales transactions, achieving high levels of account growth and retention via quality deliverables.
- Handled customer concerns and issues by answering questions and escalating major problems to supervisor.
- Managed product transitions from warehouse to customer site, loading, and unloading in alignment with specifications.
Sales Officer
Nestle India
Chennai
01.1996 - 09.1997
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Captured and completed sales with customer-savvy quotes, proposals, and contract management strategies.
Sales Officer
Videocon India
Trichy
01.1995 - 11.1995
- Forecasted sales and established processes to achieve sales objectives and related metrics.
Education
Bachelor Of Arts - Economics
Loyola College
Chennai 07.1990 - 05.1993
Skills
Teambuilding
Organization and Time Management
Teamwork and Collaboration
Training and Development
Self-Motivated
Interpersonal Communication
[Type] Software Proficiency
Planning and Coordination
Timeline
Branch Analytics Manager
Nestle India Limited
09.2018 - Current
Customer Service Manager South India
Nestle India South Branch
07.2010 - 08.2018
Customer Service Manager Organised Trade
Nestle
06.2008 - 07.2010
SAP SD Consultant
Nestle Lanka PLC
05.2007 - 05.2008
Customer Service Manager Tamilnadu Kerala
Nestle India
09.2005 - 04.2007
SAP SD Consultant
Nestle India
04.2004 - 06.2005
Customer Service and Distribution Executive
Nestle India
03.1999 - 03.2004
Distributor Automation Officer
Nestle India
09.1997 - 04.2000
Sales Officer
Nestle India
01.1996 - 09.1997
Sales Officer
Videocon India
01.1995 - 11.1995
Bachelor Of Arts - Economics
Loyola College
07.1990 - 05.1993