Summary
Overview
Work History
Education
Skills
Toolsknowledge
Personal Information
Languages
Timeline
Generic

Jinal Thakkar-Shetty

Mumbai

Summary

Results-driven professional with 11 years of experience in Service Delivery, Data Management, Data Analysis, and Client Servicing. Proven track record of success in project management, business analysis, competitor analysis, and project forecasting. Skilled in data mapping and reporting, process excellence, SLA management, and reporting/presentation tools such as Salesforce ServiceNow, ServiceOps, Tableau, and Power BI. Proficient in MS Office (Excel/Word/PowerPoint/Visio) and Microsoft Project. Seeking assignments with a reputable organization.

Overview

11
11
years of professional experience

Work History

Service Delivery Analyst

Datavail Infotech Pvt Ltd.
Mumbai
06.2022 - Current
  • Primary point of contact for an Enterprise account
  • Created tabulated activities to facilitate successful New Client On-Boarding process.
  • Ensured optimal service through the monitoring and management of desktop support, IT services desk, and VIP support functions.
  • Ensured continuous improvement in service-related processes by maintaining consistently high performance levels and implementing necessary enhancements.
  • Streamlined and enhanced performance of Monthly Business Review and Quarterly Business Review dashboards
  • Took responsibility for critical incidents, worked with resolution parties to address issues, and established clear communication channels between stakeholders for post-incident evaluation
  • Established effective systems, procedures, and methodologies to support exceptional service
  • Gained insights into service delivery scope by developing a deep understanding of projects.
  • Ensured high service delivery performance, surpassing customer expectations, and stimulating future demand
  • Created strategies to optimize service delivery by analyzing both third-party and internal processes
  • Provided recommendations for service delivery upgrades and ensured their timely implementation
  • Ensured consistent updates to management on service delivery performance metrics such as NRR and MRR.
  • Managed all aspects of personnel, including recruiting staff members, evaluating their performance, providing training programs, and offering mentoring support
  • Fostered productive dialogue exchange between departments by establishing strong rapport with teams and stakeholders.

Senior Data Analyst

Aditya Birla Education Trust
Mumbai
03.2022 - 06.2022
  • Gathered and analyzed diverse datasets according to management's requirements
  • Implemented strategies based on analyzed data to enhance student outcomes of ABWA and TABIS
  • Utilized multiple assessments to compile data for the creation of student, subject, grade-level, and school achievement profiles
  • Utilized data analysis for improving individual student performance and school operations.
  • Utilized advanced analytical techniques to extract key insights from clinical data in MPower
  • Created a Power BI Dashboard for M-Power.
  • Presented analysis of assessment data through reports prepared for management.
  • Utilized data analysis techniques to identify patterns and trends for optimization
  • Generated and managed a range of reports to meet business requirements.

Assistant Manager

Lighthouse Learning Pvt Ltd
Mumbai
04.2016 - 03.2022
  • Synthesized analytical results, highlighting implications of findings in preparation of reports
  • Maintained accountability for follow-up actions with effective use of sound business judgment
  • Delivered preliminary interpretations of analyses to project teams, clients, and/or department management
  • Recommends actionable steps based on analytical findings
  • Performing comprehensive data analysis for diverse topics and projects
  • Independently executes and conducts analysis
  • Played a role in identifying critical business challenges and devising strategic analytical methods.
  • Identifying and researching key business issues.
  • Directed and supervised the work of analysts on assigned project components
  • Analyzed data and findings provided by diverse teams and external experts.
  • Developed consistency across reports, created meaningful dashboards, and published them
  • Utilized data analysis expertise to excel in both individual contributor (IC) and managerial roles.

Process Assosiate

Accenture
Mumbai
12.2015 - 04.2016
  • Conducted thorough analysis of revenue and claims, alerting management to any discrepancies identified.
  • Provided prompt and efficient responses to customer queries via various channels
  • Maintained updated purchase orders using Oracle.

Business Analyst

eClerx
Mumbai
07.2013 - 07.2015
  • Employed the use of 'Igentica', an internally developed VBA tool, to gather comprehensive insights into competitor hotels
  • Contributed to manual competitor research activities and data mapping
  • Conducted analysis, received software (Igentica) and manually mapped data to compile various BRD (Business Related Documents).
  • Demonstrated proficiency in utilizing tools such as Macros, Advanced Excel, and Ms Office to optimize efficiency.
  • Conducted presentations for senior management and delivered estimations on new project requirements or enhancements.
  • Facilitated effective communication between clients and internal teams, fostering collaborative work environments for project success.

Education

Bachelor of Commerce -

University of Mumbai
01.2013

PGDM in Operations -

Welingkar Institute of Management

Skills

  • Service Delivery
  • Client Servicing
  • Project Management
  • Business Analysis
  • Competitor Analysis
  • Project Forecasting
  • Data Mapping
  • Reporting
  • Process Excellence
  • SLA Management
  • Reporting/ Presentation
  • Salesforce
  • Servicenow
  • ServiceOps
  • Tableau
  • Power BI
  • MS Office: Excel/Word/PowerPoint/Visio
  • Microsoft Project

Toolsknowledge

  • Salesforce
  • Servicenow
  • ServiceOps
  • Tableau
  • Power BI

Personal Information

  • Date of Birth: 03/19/93
  • Marital Status: Married

Languages

English, Hindi

Timeline

Service Delivery Analyst

Datavail Infotech Pvt Ltd.
06.2022 - Current

Senior Data Analyst

Aditya Birla Education Trust
03.2022 - 06.2022

Assistant Manager

Lighthouse Learning Pvt Ltd
04.2016 - 03.2022

Process Assosiate

Accenture
12.2015 - 04.2016

Business Analyst

eClerx
07.2013 - 07.2015

Bachelor of Commerce -

University of Mumbai

PGDM in Operations -

Welingkar Institute of Management

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Jinal Thakkar-Shetty