Summary
Overview
Work History
Education
Skills
Disclaimer
Languages
Certification
Timeline
Generic

Narendra Singh

Ghaziabad

Summary

Results-driven professional with extensive experience at Coforge Ltd, specializing in service level management and performance metrics tracking. Proven ability to enhance customer satisfaction through data analysis and effective problem-solving. Proficient in Microsoft Power BI and skilled in project coordination, consistently delivering impactful reports and insights to drive strategic decisions.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Specialist

Coforge Ltd
Greater Noida
04.2023 - Current
  • Developed and implemented specialized procedures for customer service operations.
  • Generated reports to track the performance metrics of team members.
  • Researched and analyzed customer feedback to identify areas for improvement.
  • Provided technical support for customers in resolving complex issues.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Analyzed data from customer surveys to identify trends in customer behavior.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Analyzed key performance indicators to identify effective strategies.
  • Organized client meetings to provide project updates.
  • Utilized data analysis tools such as Tableau or Power BI to create reports on sales performance.
  • Tracked the progress of projects by creating dashboards using various software applications such as Microsoft Excel or Power BI.
  • Maintained records of changes made to the system configuration and documented all procedures used in configuring the system.
  • Designed complex reports using the Reporting module within the ServiceNow platform.
  • Resolved customer service requests by troubleshooting problems reported by users regarding application functionality or performance.

Senior Analyst

Sirion Lab Pvt Ltd
10.2018 - 04.2023
  • I was leading the Performance team (Service Level Management) at Qantas Airways.
  • Interacted with suppliers and clients to resolve the service-level discrepancies and credit/earn-back.
  • Implemented all the service levels and related information on the Sirion in-house tool.
  • Prepared presentations illustrating data analysis results for internal stakeholders.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted regular reviews of SLA performance metrics to identify trends or issues requiring attention.
  • Tracked vendor performance against established SLAs to ensure timely delivery of services.
  • Collaborated with stakeholders to develop new service levels as needed.
  • Maintained a comprehensive database of all active SLAs.
  • Coordinated resolution of escalated incidents in accordance with agreed-upon SLAs.
  • Analyzed data from various sources to create reports on service level performance trends over time.

Administrator

DOEL INTERNATIONAL PVT. LTD
01.2018 - 10.2018
  • Worked at Doel International Pvt. Ltd. from January 2018 to October 2018 as an Administrator.
  • Performed data entry tasks into computer databases from paper documents.
  • Developed spreadsheets to track project progress, budgets and other related data.
  • Created presentations with Microsoft PowerPoint for management team members.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Prepared reports on various projects for management review.
  • Coordinated scheduling and logistics for staff meetings and corporate events.

Administrator

WIPRO LTD.
09.2016 - 03.2017
  • 2013-2016: Worked at Wipro Ltd in a contractor role (on Progressive Infovision Pvt Ltd payroll).
  • 2015-2016: Worked as an Administrator (Retainer Roll) at Wipro Ltd.
  • Developed MIS reports to track customer service performance and identify areas for improvement.
  • Created dashboards and visualizations to present data insights in an easy-to-understand format.
  • Implemented automated processes to streamline daily operations and reduce manual workloads.
  • Developed and maintained comprehensive MIS reports to facilitate decision-making processes for senior management.
  • Developed, maintained, and tracked metrics for all services covered by SLAs.
  • Conducted root cause analysis when necessary in order to identify opportunities for improvement within the organization.
  • Ensured all users were kept informed throughout the duration of an incident or outage.
  • Coordinated resolution of incidents with internal and external stakeholders.
  • Facilitated meetings with stakeholders to discuss current issues related to ITSM processes.
  • Participated in change advisory board meetings as a representative from the Process Lead team.
  • Performed root cause analysis activities when investigating production incidents.

Project Executive

Contentra Technologies
04.2012 - 04.2013
  • Worked with Contentra Technologies from April-2012 to April-2013 as a Project Executive
  • Having good knowledge of MIS excel, access, PowerPoint
  • Published Production reports
  • Worked on content analysis and proofreading as per client requirement
  • Daily progression report shared with client / manager
  • Edit and Stored Australian and New-Zealand's Client old newspaper in DocWork Software

  • Handled B2B Sales Reports as required by Distributors and Higher Management
  • Inventory Management and Forecasting
  • B2B sales Analysis
  • Monthly Inventory Audit
  • Sales report shared with higher Management

Education

B.Sc. -

H.N.B University
U.K
01.2011

12th -

G.I.C Harmani
Chamoli, U.K

10th -

G.H.S.S Kulsari
Chamoli, U.K

Skills

  • Service Level management
  • Microsoft Power BI
  • ITIL V3 Foundation certified
  • Incident management
  • Change management
  • Problem management
  • Service request fulfillment
  • ITSM
  • IT operations
  • ServiceNow administration
  • Management collaboration
  • Business reporting
  • Quality assessment
  • Emergency response
  • Documentation management
  • Performance metrics tracking
  • Project coordination
  • KPI monitoring
  • Report generation
  • MySQL reporting
  • Multitasking capacity

Disclaimer

I do hereby declare that all the information given above is true to the best of my knowledge and belief.

Languages

Language known : English and Hindi

Certification

  • Data Scientist
  • ITIL V3 Foundation Level.
  • Advanced Diploma in Software education (APTECH)
  • Basic Computer from AITC institute

Timeline

Specialist

Coforge Ltd
04.2023 - Current

Senior Analyst

Sirion Lab Pvt Ltd
10.2018 - 04.2023

Administrator

DOEL INTERNATIONAL PVT. LTD
01.2018 - 10.2018

Administrator

WIPRO LTD.
09.2016 - 03.2017

Project Executive

Contentra Technologies
04.2012 - 04.2013

B.Sc. -

H.N.B University

12th -

G.I.C Harmani

10th -

G.H.S.S Kulsari

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