Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Websites
Internships
Internship
Timeline
Generic
Vivek Ranjan Kumar

Vivek Ranjan Kumar

Hyderabad

Summary

Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Bilingual, hardworking, and ready to join my next team. Adept in making key decisions and working with other professionals to achieve goals and solve problems.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Account Strategist

Accenture
Hyderabad
09.2023 - 04.2024
  • Reconciled account discrepancies and applied appropriate corrective actions.
  • Coordinated account activities between clients and internal departments, resulting in a 80% increase in customer retention.
  • Developed a comprehensive account strategy for a $100 million account that resulted in a 60% increase in revenue.
  • Developed and implemented a proactive account management strategy that resulted in a 80% increase in account renewals.
  • Assisted customers with understanding their account status and payment options.
  • Explained account features and services to customers, resulting in a minimum 60% increase in account openings and renewals.

Digital Media Senior Analyst

Google Operation Center
Hyderabad
07.2022 - 08.2023
  • Leveraged social media and other digital tools to reach a broader pool of candidates.
  • Developed a robust marketing strategy that included print, digital, and social media channels, resulting in a 60% increase in sales.
  • Helped clients with corrective measures in regards to ads policies.
  • Assisted international market clients with their Advertiser Verification's and Business operation Verification.
  • Provided support via email, chats and calls to the clients managing multiple clients at a single time.
  • Helped increase the number of customer satisfaction by minimum 40% per week.
  • Created detailed reports that documented findings and presented recommendations to senior leadership.
  • Analyzed data from various sources to identify trends and patterns.
  • Coordinated with other departments to ensure accuracy of data collection and analysis.
  • Provided technical support to junior analysts regarding data analysis techniques and methods.
  • Performed ad-hoc analyses using SQL queries to extract relevant information from large datasets.
  • Identified areas for improvement within existing systems through use of descriptive statistics or predictive modeling techniques.
  • Led meetings with stakeholders to discuss objectives, strategies, timelines, budgets.
  • Built dashboards in Tableau to visualize key insights from data analysis.

Quality Analyst

Wipro Pvt. Ltd.
Hyderabad
01.2020 - 07.2024
  • Conducted comprehensive inspections of manufacturing processes and identified areas for improvement, resulting in increased efficiency.
  • Identified and reported product defects to the engineering team for resolution, resulting in improved product stability.
  • Wrote and maintained automated test scripts to improve system efficiency and reduce manual testing.
  • Developed and implemented quality control measures that led to a 90% reduction in product defects.
  • Created clear, detailed bug reports that led to the successful resolution of defects.
  • Developed and implemented a Quality Management System that decreased product defects by 70%.
  • Developed and implemented industry-standard test plans to ensure product quality and reliability.
  • Analyzed customer feedback and product defects to identify areas for improvement, resulting in a 100% increase in product satisfaction.
  • Lead a team of 10 members while increasing the team performance by 100% efficiency and efficacy.
  • Made proper use of 7 Quality Control tools like Pictograph, Fish-bone Diagram etc. to assist the team.
  • Guided the team to grow within the organization.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Provided thorough documentation on all quality control activities and results.
  • Monitored production processes for accuracy and conformance to established standards.
  • Performed data analysis using statistical methods to assess trends in product defects.
  • Conducted regular audits of supplier facilities to evaluate performance against agreed upon standards.

Education

MBA - Operations Management

NMIMS
Hyderabad
10-2023

BBA - Business Management

CT Group Of Institutes
Jalandhar
08-2018

High School Diploma -

Lohia Jagdeo Inter College
Bhabua, Bihar
08-2015

GED -

B.D. Public School
Hajipur, Bihar
08-2012

Skills

  • Competitive Analysis
  • Data Interpretation
  • Customer Segmentation
  • Content Marketing
  • Survey coordination
  • Account Retention
  • Database Management
  • Channel Marketing
  • Search Engine Optimization
  • Branding
  • Campaign Management
  • Communications management
  • Sales Forecasting
  • Client Relationship Management
  • Business Needs Analysis
  • Professionalism
  • Adaptability
  • Decision-Making
  • Research methods
  • Team Collaboration
  • Market research expertise
  • Business performance analysis
  • Reliability
  • Social Media Best Practices
  • CRM Software
  • Pricing structures knowledge
  • Interpersonal Skills
  • Written Communication
  • Promotions planning skills
  • Marketing Strategies
  • Analytical Thinking
  • Team Leadership
  • Adaptability and Flexibility
  • Client Retention
  • Campaign development experience
  • Organizational Skills
  • Content Management
  • Digital Media
  • Market Analysis
  • Pricing Structures
  • Pricing Analysis
  • Digital Marketing
  • Customer Service
  • Global Marketing
  • Email Marketing
  • Excellent Communication
  • Teamwork and Collaboration
  • Campaign Development
  • Attention to Detail
  • Copywriting abilities
  • SQL
  • Tableu
  • Conflict Resolution
  • Six Sigma
  • Gen AI
  • Advanced Excel
  • Microsoft Office
  • Microsoft Word
  • Presentation
  • Microsoft Powerpoint
  • Team Management
  • Interpersonal Skills
  • People Management
  • Problem Solving

Accomplishments

  • Have been awarded as the best team player in my organizations for contributing the most for the tea work.
  • Best QA of the year award in Wipro.

Certification

  • Six Sigma: June 2023
  • SQL: June 2024
  • Gen AI: June 2024

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2
Punjabi
Elementary (A2)
A2

Websites

Internships

  • I did a 2 months internship @HP in Human Resource Department as part of my final project in my graduation from March 2018 to April 2018.

Internship

  • In the recent times when I did not have any jobs I utilized my time to do internship in Digital Marketing with one of the start up companies known as Roku Digital Inc from April 2024 to May 2024.

Timeline

Account Strategist

Accenture
09.2023 - 04.2024

Digital Media Senior Analyst

Google Operation Center
07.2022 - 08.2023

Quality Analyst

Wipro Pvt. Ltd.
01.2020 - 07.2024

MBA - Operations Management

NMIMS

BBA - Business Management

CT Group Of Institutes

High School Diploma -

Lohia Jagdeo Inter College

GED -

B.D. Public School

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Vivek Ranjan Kumar