Dinesh Kumar Bontha
Hyderabad
Summary
Hardworking Sales Associate committed to driving high sales in both slow and busy shifts.Results-driven Data Analyst with experience in data reporting, performance tracking, and process optimization. Skilled in leveraging Excel, SQL, and Power BI to analyze and visualize key business metrics. Adept at collecting and interpreting customer service data, tracking agent performance, and identifying process inefficiencies. Experienced in managing ticketing systems, analyzing dispute trends, and sharing performance metrics with stakeholders via email. Strong problem-solving skills with a keen eye for data accuracy and insights to drive business improvements. Seeking to apply analytical expertise in a data-driven environment.
Overview
3
3
years of professional experience
Work History
Associate
amazon Development Pvt ltd
Hyderabad
05.2022 - Current
- Data Reporting & Analysis: Tracked and analyzed login/logout reports to monitor agent productivity using Excel and SQL.
- Customer Review Insights: Collected and shared customer feedback trends with the team, utilizing Excel dashboards and Power BI.
- Error and Issue Tracking: Gathered data on agent errors and escalated issues, improving resolution efficiency through data tracking and reporting.
- Ticketing & Dispute Resolution: Managed and analyzed customer dispute tickets via Zendesk/Salesforce, identifying patterns in escalations.
- Metrics & Email Reporting: Compiled and shared key performance metrics (agent performance, customer satisfaction scores, resolution rates) with customer care agents through email reports and automated dashboards.
- Process Optimization: Used Excel Macros, Python, and automation tools to streamline reporting and error-tracking processes.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- service disputes.
Education
Under Graduate - Electronics And Instrumentation Engineering
Cvr College of Engineering
5HWW+FV9, Vastunagar, Mangalpalli, Ibrahimpatnam, 05-2022
Skills
Updated Skills Section
Technical Skills:
- Data Analysis & Visualization (Excel, Power BI, Tableau)
- SQL (Querying & Database Management)
- Reporting and dashboard creation
- Data Cleaning & Transformation
Business & Soft Skills:
- Metrics Tracking & Performance Reporting
- Ticketing & Issue Management (Zendesk, Salesforce, JIRA)
- Communication & Email Reporting
- Problem-Solving & Critical Thinking
Accomplishments
- People Champion, Detail Hero, Problem Resolver, Helping Hand, Positive Peggy, Extra Mile – Recognized for teamwork, problem-solving, accuracy, and outstanding contributions.
- Appreciation from seven site managers for excellence in operations and customer service.
Timeline
Associate
amazon Development Pvt ltd
05.2022 - Current
Under Graduate - Electronics And Instrumentation Engineering
Cvr College of Engineering
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