Jubin Mehta
Mumbai
Summary
Multi-talented Analyst specialized in gathering, reviewing and modelling information to make proactive adjustments to schedules and strategies. Intelligent, insightful and pragmatic with resourceful and detail-oriented approach. Versed in SQL, Cisco and CUIC reports and familiar with all facets of operations. Good knowledge about Advanced Excel and can create Power BI Dashboards.
Overview
15
15
years of professional experience
Work History
Service Management Senior Analyst
Accenture
08.2024 - Current
- Developed complex dashboard and reporting tools to track business performance metrics.
- Collaborated with stakeholders to identify business needs and data sources.
- Created dashboards to monitor and track key performance indicators.
- Utilized data visualization techniques to present and explain complex data sets.
- Generated ad-hoc reports to evaluate specific business requirements.
Analyst - RTA & ID Solutions
Tech Mahindra Business Services
01.2020 - 06.2024
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Communication with Client and presenting the data that is impacting the SLAs
- Managed real time Incidents while maintaining proper communications between the Technology team and Operations
Advisor
Tech Mahindra Business Services
01.2016 - 01.2020
- Answered an average of 50 calls per day by addressing customer inquiries and helping them with their repair status and new phone and product details
- Got a good customer support experience and handles National Level Escalations for our client(HTC)
- Contacted customers upfront for quality calling and customer satisfaction
Customer Service Representative
Convergys
01.2010 - 01.2014
- Internal and external client reporting
- Managing service levels across 4 accounts
- Incident management
- Attendance tracking of the entire center
- ID management and solutions
- Quickly and accurately answered customer queries, suggested effective solutions and resolved issues to increase customer satisfaction through chat support channel
- Mentored & managed customer service, retail service and sales throughout the term
Education
DIPLOMA - INFORMATION TECHNOLOGY
Atharva Institute of Information Technology
01.2010
BACHELORS OF SCIENCE - INFORMATION TECHNOLOGY
Kandivali Education Society's Shroff College Of Commerce and Science
01.2016
Skills
- Real Time Monitoring
- Analytical Thinking
- Quick & Efficient decision making
- Interactive Dashboards
- Microsoft Excel
- Client management
- Competitive analysis
- Report preparation
- Data analysis
- Stakeholder communication
- SQL Data Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Timeline
Service Management Senior Analyst
Accenture
08.2024 - Current
Analyst - RTA & ID Solutions
Tech Mahindra Business Services
01.2020 - 06.2024
Advisor
Tech Mahindra Business Services
01.2016 - 01.2020
Customer Service Representative
Convergys
01.2010 - 01.2014
BACHELORS OF SCIENCE - INFORMATION TECHNOLOGY
Kandivali Education Society's Shroff College Of Commerce and Science
DIPLOMA - INFORMATION TECHNOLOGY
Atharva Institute of Information Technology
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