Gaganjyot Singh Rikhraj
Ahmedabad
Summary
Senior Business Analyst with 8+ years of experience in data analysis, business strategy, and operations management. Proficient in Power BI, SQL, Excel, and data visualization for actionable insights. Skilled in UI design using Figma to enhance customer engagement. Experienced team leader driving seamless service delivery for a 15-member backend support operations team. Expertise in training, technical interviews, and grievance resolution. Proactive in spearheading social media marketing initiatives to enhance brand visibility and foster client relationships. Specializes in data collection, organization, and cleansing for informed strategic decisions. Dedicated team player seeking to contribute to a dynamic organization that values data-driven strategy and operational excellence. Eager to expand skills and make meaningful contributions to success.
Overview
8
8
years of professional experience
Work History
Senior Business Analyst | Backend Operations Team
Jay TechnoChem Private Limited
Ahmedabad
11.2023 - Current
- Data Analytics & Visualization: Skilled in Power BI and Excel to design and implement data visualizations, conduct in-depth analyses, and drive insights to support decision-making.
- UI Design & Prototyping: Experienced in Figma and UI design, developing intuitive interfaces for customer engagement and seamless navigation.
- Backend Support Operations: Leading a team of 15 to ensure smooth backend operations and maintain service efficiency. Provide hands-on leadership to troubleshoot issues and enhance process reliability.
- Business Planning and Performance Management: Developed and implemented comprehensive business plans, including KPIs and metrics, to track progress and drive continuous improvement in operational processes.
- Training & Development: Conduct onboarding and training for new hires, including technical and procedural sessions, fostering a knowledgeable and skilled team.
- Technical Recruitment: Responsible for conducting technical round interviews to identify and onboard top-tier talent.
- Grievance Redressal Officer: Overseeing customer and team member grievances to promote a positive experience and resolve conflicts in a timely, effective manner.
- Social Media Marketing: Implementing social media strategies to enhance the company's online presence, engage with clients, and promote CHEMAXE's brand and services.
Senior Business Process Consultant
TTEC Technology Incorporation
Ahmedabad
04.2024 - 09.2024
- Handled financial transactions for eBay vendors.
- Examining fraudulent activities and guiding eBay members in problem resolution.
- Mentored and guided chat advisors to maintain service excellence.
- Resolved escalated customer complaints efficiently.
- Maintained adherence to company guidelines and policies.
- Documented standard Excel processes and procedures for the organization.
- Analyzed contact information, purchase history, inquiries, and complaints using Excel.
- Developed Excel reports and dashboards to present customer service metrics.
- Entered customer information into Excel and databases, maintaining accuracy.
Player Support
Arise Gaming
Boston, Massachusetts, (Remote)
06.2024 - 08.2024
- Utilized problem-solving abilities to develop effective solutions promptly.
- Addressed technical problems, billing inquiries, gameplay questions, and account management professionally.
- Tracked player interactions using the Zendesk platform.
- Coached and offered constructive feedback for team's professional development.
- Optimized workflows by closely working with the team members.
- Acted as the primary liaison for stakeholders.
- Performed data analysis to optimize project prioritization.
- Monitored key customer service performance indicators including average resolution time, first-call resolution rate, and customer retention rate.
Senior Representative Operations
Concentrix Daksh Pvt. Ltd
Kolkata
08.2016 - 04.2023
- Engaged in diverse functions within more than 10 Lines of Business at UBER.
- Established and maintained databases, spreadsheets, and templates in Excel.
- Led team of over 15 members.
- Aided UBER Client in developing a comprehensive business plan.
- Managed diverse sales channels including outbound and inbound at UBER.
- Learned pricing and special discounts for all company products and services.
- Offered foundational technical assistance for UBER, achieving a 90% resolution rate.
- Maintained composure during instances of customer dissatisfaction.
- Collaborated with team leads to enhance chat support workflows.
- Enhanced colleague efficiency by providing guidance on Excel tips and tricks.
- Cleansed data by identifying and correcting errors to maintain integrity.
- Developed Excel macros and VBA to streamline repetitive tasks.
Education
Executive Program in Business Analyst - Business Analytics
Adani Institute of Digital Technology Management
Ahmedabad07-2023
BBA - Finance And Marketing
Annex College of Management And Technical Studies
Kolkata07-2016
Higher Secondary Studies - Commerce
D.B.M.S. Career Academy
Jamshedpur03-2013
Secondary Studies - Science
Kerala Samajam Model School
Jamshedpur03-2011
Skills
- Power BI Report Development
- Big Data Analysis
- Data Analysis Visualization
- Technology architecture analysis
- Forecasting and planning
- Analytical tool implementation
- Business intelligence tools
- Predictive modeling
- Figma
- Business solutions development
- Microsoft Office
- Integrated Marketing Finance
- Business Development
- Customer Service
- Sales
Accomplishments
Academic awards and achievements
- Attended Effective Living and Leadership Workshop by Lions Club of Jamshedpur S.F.A. Teachers.
- Attended the course on First Aid to Injured by St. John Ambulance Association.
- Attended various events of the orientation programme organized by Annex College of Management Studies.
- Participated in AIMA - Shaping Young Minds at IIM-Calcutta.
- Awarded Third Position at D.B.M.S. Career Academy in the Board Final Examination in 2013.
Work-related awards and achievements
- Promoted as a Senior Representative of Operations.
- Awarded as the best Performer for a period of consecutively 6 months by UBER.
- Awarded as the best Employee for the Wall of Fame for the H2 quarter 2021-2022.
Languages
Punjabi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
Affiliations
- Cooking
- Workout
- Every kind of sport
- Exploring distant lands
- Capturing moments
- Feeling the music
Declaration
I hereby declare that all the above statements made by me are true and at the best of my knowledge. If given a chance, I would leave no stone unturned, to prove my abilities and potential.
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsPersonal development programsPaid time offCompany CultureWork from home optionStock Options / Equity / Profit SharingPaid sick leaveTeam Building / Company RetreatsQuote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Player Support
Arise Gaming
06.2024 - 08.2024
Senior Business Process Consultant
TTEC Technology Incorporation
04.2024 - 09.2024
Senior Business Analyst | Backend Operations Team
Jay TechnoChem Private Limited
11.2023 - Current
Senior Representative Operations
Concentrix Daksh Pvt. Ltd
08.2016 - 04.2023
Executive Program in Business Analyst - Business Analytics
Adani Institute of Digital Technology Management
BBA - Finance And Marketing
Annex College of Management And Technical Studies
Higher Secondary Studies - Commerce
D.B.M.S. Career Academy
Secondary Studies - Science
Kerala Samajam Model School
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