Gaganjyot Singh Rikhraj
Ahmedabad, Guajarat
Overview
8
8
years of professional experience
Work History
Senior Business Analyst | Backend Operations Team
Jay TechnoChem Private Limited
Ahmedabad
11.2023 - Current
- Skilled in Power BI and Excel to design and implement data visualizations, conduct in-depth analyses, and drive insights to support decision-making.
- Experienced in Figma and UI design, developing intuitive interfaces for customer engagement and seamless navigation.
- 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.
- Developed and implemented comprehensive business plans, including KPIs and metrics, to track progress and drive continuous improvement in operational processes.
- Conduct onboarding and training for new hires, including technical and procedural sessions, fostering a knowledgeable and skilled team.
- Responsible for conducting technical round interviews to identify and onboard top-tier talent.
- Overseeing customer and team member grievances to promote a positive experience and resolve conflicts in a timely, effective manner.
- 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
07.2022 - 08.2023
- 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)
07.2022 - 08.2023
- 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 the 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 - 06.2022
- Engaged in diverse functions within more than 10 Lines of Business at UBER.
- Established and maintained databases, spreadsheets, and templates in Excel.
- Led a 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 Degree - Executive Program in Business Analyst : Business A
Adani Institute of Digital Technology Management
Ahmedabad07-2023
BBA - Finance And Marketing
Annex College of Management And Technical Studies
Kolkata, India07-2016
Skills
Power BI Report Development
Big Data Analysis
Data Analysis Visualization
Technology architecture analysis
Forecasting and planning
Analytical tool implementation
Business intelligence tools
Predictive modelling
Figma
Business solutions development
Microsoft Office
Integrated Marketing Finance
Business Development
Customer Service
Sales
Accomplishments
- 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.
Timeline
Senior Business Analyst | Backend Operations Team
Jay TechnoChem Private Limited
11.2023 - Current
Senior Business Process Consultant
TTEC Technology Incorporation
07.2022 - 08.2023
Player Support
Arise Gaming
07.2022 - 08.2023
Senior Representative Operations
Concentrix Daksh Pvt. Ltd
08.2016 - 06.2022
Executive Degree - Executive Program in Business Analyst : Business A
Adani Institute of Digital Technology Management
BBA - Finance And Marketing
Annex College of Management And Technical Studies