Rajeev Punjabi
BUSINESS DATA ANALYST
Pune
Summary
Experienced and dedicated business analyst with a strong track record of refining business processes within the automobile and ITES industries. Possessing a PG degree in data science and AI from a top Indian institute, I bring a deep understanding of data analysis and strategic implementation to drive project success. Skilled in team management, excelling at leading teams towards achieving organizational goals. With a proven ability to enhance operations, committed to contributing to the growth of the organization.
Overview
19
19
years of professional experience
10
10
years of post-secondary education
Work History
Quality Analyst – Assistant Manager
INFOSYS BPM LTD
8 2022 - Current
- Managed six L1.5 and L2 accounts in Service desk from Manufacturing, Insurance, Finance and Retail domain
- Mentored and led the Quality team with 10+ auditors’ across projects
- Created dynamic dashboards using advanced DAX functions to provide actionable insights
- Accelerated data collection activity through automation using ITIL V4 framework, helping reduce the processing time by 16% thereby enhancing efficiency of transactional monitoring
- Reviewed and implemented process improvements using RAG and ML automation solutions, achieved 23% increase in Service Desk productivity
- Identified new opportunities using EDA and ensured alignment with business objectives through ML algorithm
- Fostered effective teamwork and project success for Six Sigma yellow and green belt initiatives
- Calibrated as a Master for internal audits across 9 geographical locations
- Achieved “Extra Miler” Award for PI initiative.
CS Analyst
ADP INDIA PVT. LTD
11.2021 - 08.2022
- Spearheaded a team of 40 professionals providing comprehensive L1 Global SD support for the ServiceNow platform within the organization ensuring adherence to Best Practices, SLAs and Quality Standards for user resolution and granting or revoking SNOW roles and responsibilities
- Played a pivotal role in the payroll implementation process for Major Accounts, worked closely with consultants and global partners
- Supported key stakeholders to review project status on regular basis
- Collaborated with team on the Process improvements.
CS Associate
AMAZON DEVELOPMENT CENTER INDIA PVT. LTD
07.2020 - 11.2021
- Responsible for providing resolution to customers, suppliers and vendors
- Facilitated timely closure of customers complaints
- Received appreciations from management.
GERMAN COACH
Self Employed
01.2020 - 07.2020
- Conducted virtual classes through MS Teams and Zoom app
- Designed and delivered lessons in German by enhancing the learning experience of students
- Organized and facilitated extra-curricular activities to promote skills and interest in German language for new students
- Created and maintained a comprehensive German language resource library for German culture.
Manager in Quality Assurance
SKODA AUTO VOLKSWAGEN INDIA PVT. LTD
04.2009 - 01.2020
- Responsible for Quality control and worked as a Change Manager for critical complaints and managed centralized reporting
- Nominated for attended process related trainings and conferences at VW Headquarters in Wolfsburg, Germany representing India Region
- Created, evaluated, conducted trials and reported ITSM design changes
- Monitored warranty cost per month, reduced costs for damaged cases by 18% annually.
Senior Associate
WIPRO LTD
06.2005 - 08.2007
- Managed voice and non-voice L2 support for NAFTA by responding to customers’ concerns within defined CSLs time period and queries
- Audited calls as per Quality parameters and provided feedback to agents
- Achieved 15% increase in Productivity by providing V&A training to bottom performers.
Education
Executive PG Degree in Data Science & AI - Business Analyst track
IIIT, Bangalore
04.2023 - 05.2024
Executive M.B.A (General Management) - undefined
Symbiosis Institute (SIBM)
07.2012 - 05.2014
PG Diploma in Quality Management (PGDQM) - undefined
Symbiosis Institute (SIBM)
07.2010 - 05.2011
Bachelor of Arts (Business German) - undefined
University of Pune
04.2005 - 05.2008
HSC (Science Stream) - undefined
Sinhgad College of Science, Commerce and Arts
04.2003 - 05.2005
SSC - undefined
Spring Dale High School
03.2002 - 05.2003
Skills
Programming: Python, SQL
Frameworks: Pandas, Numpy, ScikitLearn, Seaborn, TensorFlow, Matplotlib, Time Series Forecasting, NLTK
Data Visualisation: Power BI, Tableau, MySQL, SQLite, Minitab, SharePoint, O365 Suite (Advanced Excel Functions, PowerPoint)
Platforms: Anaconda, Jupyter Notebook, Pycharm, Visual Studio Code
References
Can be made provided on request
Extracurricular Activities
· Completion Certificate for 21 kms Half Marathon (For Martyrs) in CME at Solderithon Event, Pune March 2024
· Completion Certificate for 10 kms Cyclothon at Hinjewadi Industries Association Event, Pune January 2024
· PACE Hackathon Team Participation at Infosys, Pune April 2024
Projects
· Sentiment Analysis using ML – Service Desk Users
· Stock Market Analysis and Portfolio Management
· Credit Card fraud detection
· Bike Sharing
Timeline
Executive PG Degree in Data Science & AI - Business Analyst track
IIIT, Bangalore
04.2023 - 05.2024
CS Analyst
ADP INDIA PVT. LTD
11.2021 - 08.2022
CS Associate
AMAZON DEVELOPMENT CENTER INDIA PVT. LTD
07.2020 - 11.2021
GERMAN COACH
Self Employed
01.2020 - 07.2020
Executive M.B.A (General Management) - undefined
Symbiosis Institute (SIBM)
07.2012 - 05.2014
PG Diploma in Quality Management (PGDQM) - undefined
Symbiosis Institute (SIBM)
07.2010 - 05.2011
Manager in Quality Assurance
SKODA AUTO VOLKSWAGEN INDIA PVT. LTD
04.2009 - 01.2020
Senior Associate
WIPRO LTD
06.2005 - 08.2007
Bachelor of Arts (Business German) - undefined
University of Pune
04.2005 - 05.2008
HSC (Science Stream) - undefined
Sinhgad College of Science, Commerce and Arts
04.2003 - 05.2005
SSC - undefined
Spring Dale High School
03.2002 - 05.2003
Quality Analyst – Assistant Manager
INFOSYS BPM LTD
8 2022 - Current