Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Preference
Work Availability
Timeline
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Rakesh Prabhakaran

Rakesh Prabhakaran

Bengaluru,KA

Summary

Data Analyst | Business Intelligence | Insights-Driven Decision Making Results-oriented Data Analyst with a strong foundation in SQL, Power BI, Tableau, Python, and R programming. Transitioning from a successful career in customer service and process optimization, I leverage analytical skills to extract actionable insights and improve business performance. Core Competencies: Data Cleaning, Transformation & ETL Business Intelligence & Reporting (Power BI, Tableau) SQL Query Optimization & Database Management Statistical Analysis & Predictive Modeling Customer-Centric & Operational Analytics Storytelling with Data & Decision Support Passionate about turning raw data into meaningful insights that drive business success. Always eager to learn new technologies and collaborate on data-driven solutions. Let’s connect

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Specialist

Clario
09.2023 - 04.2025
  • Analyzed customer interaction data to identify trends and improve service efficiency.
  • Assisted in tracking key performance metrics to enhance customer experience.
  • Suggested process improvements based on data-driven insights.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

Process Specialist

Cognizant
12.2022 - 07.2023
  • Led a team in optimizing financial banking processes using data-driven decision-making.
  • Analyzed operational data to reduce complaint rates from 8% to 5%.
  • Identified inefficiencies and proposed solutions to improve customer service experience.
  • Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
  • Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
  • Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.

Customer service I Advisor

Nuance Communications
08.2021 - 10.2022
  • Provided data-backed recommendations to improve customer interactions and technical troubleshooting.
  • Assisted in creating performance reports for service improvement.
  • Provide comprehensive assistance regarding Nuance Healthcare products, services, and technical issues.
  • Diagnose and troubleshoot customer issues related to healthcare technology, including speech recognition and clinical documentation solutions.
  • Collaborate with technical teams to ensure prompt resolution of complex issues.
  • Effectively communicated product benefits and best practices to customers.
  • Developed a deep understanding of Nuance Healthcare solutions and stay updated on product features and updates Assist in training customers on the effective use of Nuance Healthcare products.
  • Provide educational resources to help customers maximize the benefits of our solutions.
  • Maintain accurate records of customer interactions, issues, and resolutions.
  • Documented and report recurring issues for continuous improvement.
  • Trained team of 8 Newbie.

Technical Support Specialist

Concentrix
06.2019 - 08.2021
  • Receive and process warranty claims for Logitech products.
  • Verify warranty eligibility and guide customers through the claims process.
  • Collaborate with internal teams to ensure timely resolution of warranty issues.
  • Stay up-to-date on Logitech product specifications, features, and updates.
  • Participate in training sessions to enhance technical knowledge and customer service skills.
  • Maintain detailed and accurate records of customer interactions and transactions.
  • Generate reports on warranty claims, technical support cases, and customer feedback.
  • Provide regular updates to management on customer support metrics and performance.
  • Provide accurate information about Logitech products, warranties, and technical support options.
  • Address customer concerns and escalate issues to the appropriate department when necessary.

Senior Customer Service Advisor / Subject Matter Expert

Firstsource
11.2014 - 06.2019
  • Provide accurate and detailed information regarding Admiral Insurance policies, coverage, and premium details.
  • Assist customers with policy changes, updates, and renewals.
  • Guide customers through the insurance application process and provide information on available coverage options.
  • Collaborate with the claims department to assist customers in filing and tracking insurance claims.
  • Provide updates on claim status and address customer concerns related to the claims process.
  • Assist customers with billing inquiries and payment-related concerns.
  • Offered suggestions for policy adjustments based on individual customer needs.
  • Educate policyholders on insurance terms, conditions, and best practices for maximizing coverage benefits.
  • Provide guidance on various payment methods and resolve billing discrepancies.
  • Lead Team of 12 Members
  • Maintain accurate and up-to-date customer records and interactions.
  • Reduced the complaint by 5%
  • Trained new employee batch of 17 members

Education

Bachelor of Commerce - BCom - Business/Commerce, General

Indian institute of technology and management
06.2013

Skills

  • Microsoft Power BI
  • Dashboards
  • Extract, Transform, Load (ETL)

Certification

  • Data Analytics with Python – (simplilearn)
  • Microsoft Power BI (PL-300) – Microsoft
  • SQL for Data Analysis – (Simplilearn)
  • Emerging Leadership Certification
  • Business Analytics with Excel – Simplilearn

Languages

Hindi (Limited Working)
Kannada (Native or Bilingual)
Tamil (Native or Bilingual)
English (Professional Working)

Work Preference

Work Type

Full Time

Work Location

On-SiteRemote

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Specialist

Clario
09.2023 - 04.2025

Process Specialist

Cognizant
12.2022 - 07.2023

Customer service I Advisor

Nuance Communications
08.2021 - 10.2022

Technical Support Specialist

Concentrix
06.2019 - 08.2021

Senior Customer Service Advisor / Subject Matter Expert

Firstsource
11.2014 - 06.2019

Bachelor of Commerce - BCom - Business/Commerce, General

Indian institute of technology and management

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Rakesh Prabhakaran