VIKASH KUMAR
New Delhi
Summary
Dynamic quality assurance professional with a proven track record at Sutherland Global Services, leveraging Salesforce and Power BI to enhance customer satisfaction and agent performance. Adept at process improvement and effective communication, I drive efficiency and deliver actionable insights, ensuring high-quality support in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Associate CS Internet (QA)
Sutherland Global Services
Chennai
02.2024 - Current
- Delivered high-quality support via chat/email, resolving order, account, and technical issues to achieve high customer satisfaction ratings.
- Monitor & evaluate support interactions (calls/chats/emails) against quality benchmarks.
- Score agent performance, ensure compliance, and maintain audit records.
- Deliver feedback & coaching to enhance agent skills.
- Enhance Agent Performance through training and data-driven feedback.
- Utilized Salesforce, Excel, and Power BI to streamline processes and improve operational efficiency.
- Identify process gaps and recommend efficiency improvements.
- Assist in developing/updating QA policies and SOPs.
- Analyze CX data (Salesforce, Excel, Power BI) to generate insights.
- Communicated professionally, ensured compliance, and supported sales initiatives in fast-paced environments.
- Elevate Customer Satisfaction by ensuring consistent, high-quality support.
- Streamline Processes to boost efficiency and reduce resolution times.
- Technologies Used: Salesforce | Advanced Excel | SQMS | Power BI
Education
Bachelor of Computer Application (BCA) Full Time - Computer Application
Islamia College of Commerce (DDU Gorakhpur University)
Gorakhpur, India07-2023
Skills
- Salesforce expertise
- Excel proficiency
- Power BI analysis
- Database management
- Process improvement
- Quality control analysis
- Customer experience enhancement
- Problem analysis
- Analytical skills
- Attention to detail
- Organization and time management
- Microsoft Office Suite
- Effective communication
Projects
- Amazon Sales Data Evolution, 02/01/24, 03/01/24, Analyzed Amazon sales data to identify trends, profitability, and performance insights., Collected and cleaned sales data from multiple sources., Performed data analysis to uncover sales trends and profit margins., Created interactive dashboards in Power BI for visualization., Delivered a comprehensive report with actionable recommendations.
- Music Festival Attendee Spending Simulator, 12/01/24, 12/31/24, Collect & clean attendee spending data using Excel & SQL., Analyze trends in spending behaviors with Power BI dashboards., Build a simulator in Excel to forecast spending under different scenarios., Optimize SQL queries for fast data retrieval and reporting., Present insights in PowerPoint to guide pricing and promotions.
- Amazon Return Scam Analyzer, 05/01/25, 06/30/25, Detect fraud patterns using Python (Pandas, Scikit-learn) to analyze return anomalies, fake descriptions (NLP), and Benford's Law violations., Build SQL pipelines to track high-risk sellers, cluster suspicious accounts, and analyze purchase-to-return timelines., Develop a Power BI dashboard visualizing scam risk scores, geographic hotspots, and cost impact of return fraud., Automate Excel reports with flagged sellers, ML model performance, and cost-saving projections., Optimize review processes via a Python API to auto-flag scams and recommend policy changes.
Core Competencies
Python, Power BI, SQL Database, Microsoft Office, Excel, Power BI, Analytical Skills, Problem-Solving, Attention to Detail, Communication, Snooker, Trekking, Gaming, Photography, Singing
Profile Summary
Data Analyst skilled in transforming raw data into actionable insights using Python (Pandas, NumPy, Scikit-learn), SQL, Power BI, and Excel (Power Query, VBA). Expertise in data modeling, trend analysis, and process optimization to drive data-driven decisions and enhance business performance. Passionate about predictive analytics and automation to uncover patterns and improve efficiency., Advanced Analytics: Develop predictive models and automate workflows using Python to solve complex business problems., Data Visualization: Design dynamic Power BI dashboards to communicate insights clearly to stakeholders., Database Management: Optimize SQL queries for fast and accurate data retrieval and reporting., Reporting Efficiency: Streamline processes with Excel automation (VBA, Power Query) to reduce manual effort., Data storyteller turning raw numbers into strategic actions-where analytics meets impact.
Timeline
Associate CS Internet (QA)
Sutherland Global Services
02.2024 - Current
Bachelor of Computer Application (BCA) Full Time - Computer Application
Islamia College of Commerce (DDU Gorakhpur University)