Santosh Kumar
Sr Device Support Expert
Delhi
Summary
I am a quick learner with logical approach & problem solving mindset, who is always keen to learn and improve the work efficiency. Keen interest in Data Science Business Analytics hence started learning the deep aspects of data analytics.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Sr Device Support Expert
HCL Technologies
Noida
03.2022 - Current
- Performing Technical troubleshooting or order fulfillment related activities with the business clients
- Responsible for enabling the Return requests and credit holds release concerns & estimated time of arrivals of the order's
- Coordinating with different stakeholder's, Tech, Marketing, Finance & Supply chain
- Monitoring company inventory to keep stock levels and databases updated.
- To publish weekly/monthly MIS, order fulfillment, dispatching reports & team reports.
Product Analyst- Customer Services
Marks and Spencer Reliance India Pvt Ltd
Gurgaon
01.2020 - 03.2022
- Handling Pan India Store & Ecommerce Customer Service, i.e Orders, returns, credit notes and refunds.
- Maintain and evolve customer focused, secure and reliable services embracing service management best practices.(NPS, CSAT)
- Collaborate with business stakeholders to gather requirements and coordinate with service provider to deliver the solution using the project management practices.
- Handled more than 4 projects on ecommerce customer support and order management, OMS, Sterling, CMS, FMS , Sales force user acceptance testing.
- To publish weekly/monthly dashboard for quality & operation to identify the root cause and implement them as per process requirements.
Customer Service Assistant
Marks and Spencer Reliance India Pvt Ltd
Gurgaon
06.2018 - 01.2020
- Responsible for monthly sales target of department and making sure it should be better on LFL
- Maintain the stock inventory as per store need and market conditions
- Efficiently handling the responsibility of cash management and banking with the finance and operation team
- Managing staff rostering and job band on floor at cash till, fitting rooms and shop floor
Education
- Post Graduate Program in Data Science & Business A
The University of Texas At Austin
Great Lakes Institute Of Management 04.2022 - Current
Bachelor of Commerce - Accounts And Marketing
University of Delhi
New Delhi 09.2016 - 11.2019
Skills
Python for programming, Basics of SQL, Business Analytical skills, MS- Excel, Project Management, Software Development Life Cycle (SDLC),Digital Marketing
Additional Information
- Awards & Experiences:
- Won the award of Service Champ of the quarter in (Apr'19 to jun19)
- Won the award of Employee Of the Month at Marks and Spencer ( November'20 and September '21)
- Running a own motivational and digital marketing blog, www.passionwing.com
Certification
Trainee Associates
Timeline
- Post Graduate Program in Data Science & Business A
The University of Texas At Austin
04.2022 - Current
Sr Device Support Expert
HCL Technologies
03.2022 - Current
Product Analyst- Customer Services
Marks and Spencer Reliance India Pvt Ltd
01.2020 - 03.2022
Customer Service Assistant
Marks and Spencer Reliance India Pvt Ltd
06.2018 - 01.2020
Tally ERP'9
09-2017
Retail Management and Merchandising
06-2017
Bachelor of Commerce - Accounts And Marketing
University of Delhi
09.2016 - 11.2019
Trainee Associates
04-2016