Kundan Kumar
Senior Operations Analyst
Ahmedabad,Gujarat
Summary
Senior Operations Analyst with advanced mathematical and analytical skills and track record of identifying complex issues, collecting information and developing practical solutions to operational problems. Strong written and oral communication skills useful in summarizing business requirements, searching for viable solutions and presenting findings to decision-makers and developing strategic recommendations. Self-motivated with desire to advance professionally as evidenced by continuing education in Business Analysis and data visualization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Operations Analyst
TTEC India Customer Solutions Pvt. LTD.
04.2019 - Current
- Created custom reports and visualizations to support decision-making processes.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Consulted with stakeholders to develop operational strategies and processes.
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Created and managed operational databases to store and track data and maintain accurate information.
- Collaborated with management and employees to assess business practices and determine areas for analysis.
- Assessed operational performance to identify areas for improvement.
Service Delivery Auditor
TTEC India Customer Solutions Pvt. LTD.
01.2018 - 03.2019
- Skilled at working independently and collaboratively in a team environment.
- Strong documentation for different business requirements
- Covering entire team with SOP refreshers and policy sessions to avoid any unwanted client escalations
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Actively participated in BCP, Business Development and ISMS policy creations for organizations for different certifications
- Proven ability to develop and implement creative solutions to complex problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Identified issues, analyzed information and provided solutions to problems.
Customer Service Representative
TTEC India Customer Solution Pvt. LTD.
12.2014 - 12.2018
- Clarified customer issues and determined root cause of problems to resolve product or service complaints via chat/email channels
- Educated customers about billing, payment processing, payment disputes and support policies and procedures
- Utilized customer service software to manage interactions and track customer satisfaction
- Answered constant flow of customer calls with minimal wait times
- Sought ways to improve processes and services
- Met customer call guidelines for service levels, handle time and productivity
- Processed customer service orders promptly to increase customer satisfaction
- Involved in data scrubbing to help client and operations to gather vital insights to improve performance
Freelance Content/Blog Writer
Private Client/Freelancer/Ezine
07.2010 - 12.2014
- Managed competing deadlines with efficiency.
- Wrote fiction or nonfiction prose such as short stories, novels or biographies as well as advertising material for use in promoting sale of goods and services.
- Created content for websites and online publications.
- Connected and interacted with readers via email or message boards to address needs and ideas of audience.
- Produced original, creative content for promotional advertisements and marketing materials.
- Edited and proofread drafts of articles and other documents.
- Implemented SEO strategies to optimize web content for search engines.
- Researched creative topics to write, edit and create layouts for new articles and features.
Education
Master's Program in Business Analyst - Business Analysis
Simplilearn
Online07.2023
Batchelor of Engineering - Electrical & Electronics
Shri Ram Institute of Technology
Jabalpur07.2012
Senior Secondary Certificate (12th Board) - Maths+Physics+Chemistry
Chinmaya Vidyalaya
Bokaro Steel City04.2006
Higher Secondary Certificate (10th Board) - Maths
Gyan Bharti Residential Public School
Bodh Gaya04.2004
Skills
- Strong Data Visualization (Excel, PowerBI, Tableau)
- Data Extracting (BIX)
- Mockscreens-Wireframes (Figma)
- Improvement Recommendations
- Workflow Improvements (Drawio)
- Report Generation (BIX, PowerBI, Tableau)
- Document Review (Word)
- Tracking Metrics (BIX)
- Operational Efficiency
- Process Flows - Current & Future State (Drawio)
- Forecasting Skills (Excel)
- KPI Performance (BIX)
- Operations Analysis (Excel, PowerBI, Tableau)
- Analyzing Patterns (Excel, PowerBI, Tableau)
- Predictive Models
- Customer Satisfaction (CSAT, Resolution, nCSAT)
- Critical Thinking
- Business Solutions
Certification
- Business Analyst Capstone, Simplilearn - March 2023
- Agile Scrum Master , Simplilearn - March 2023
- Business Analytics with Excel , Simplilearn - March 2023
- Power BI for Beginners, Simplilearn - March 2023
Watching movies, listening music, reading books and traveling
I love reading novels and watching movies in free time or on weekend. I often visit places which gives peace, natural views and some food for my thought.
Timeline
Senior Operations Analyst
TTEC India Customer Solutions Pvt. LTD.
04.2019 - Current
Service Delivery Auditor
TTEC India Customer Solutions Pvt. LTD.
01.2018 - 03.2019
Customer Service Representative
TTEC India Customer Solution Pvt. LTD.
12.2014 - 12.2018
Freelance Content/Blog Writer
Private Client/Freelancer/Ezine
07.2010 - 12.2014
Master's Program in Business Analyst - Business Analysis
Simplilearn
Batchelor of Engineering - Electrical & Electronics
Shri Ram Institute of Technology
Senior Secondary Certificate (12th Board) - Maths+Physics+Chemistry
Chinmaya Vidyalaya
Higher Secondary Certificate (10th Board) - Maths
Gyan Bharti Residential Public School
- Business Analyst Capstone, Simplilearn - March 2023
- Agile Scrum Master , Simplilearn - March 2023
- Business Analytics with Excel , Simplilearn - March 2023
- Power BI for Beginners, Simplilearn - March 2023
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