Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MAYUR NAGPAL

Toronto,ON

Summary

A market research enthusiast looking for internship opportunities where curiosity, knowledge and skills of an individual help organization to meet their client needs.

Overview

1
1
year of professional experience
1
1
Certification

Work History

SENIOR BUSINESS SUPPORT OFFICER

CIBC
04.2023 - Current
  • Process and fulfill retail and non-credit customer requests made through Electronic Banking Channel (opening accounts, changes to investments) accurately and efficiently ensuring adherence to outlined practices, procedures, and policies to meet Service Level Agreements.
  • Review and identify all incorrect, invalid, or incomplete customer requests to escalate to appropriate area for resolution.
  • Identify and escalate in timely manner unresolved issues or situations to Team Leader for further analysis and appropriate handling.
  • Provide complete and accurate statistics and reports as required (e.g., work and time sheets, statistic gathering, investigative reports) for review by Team Leader
  • Collect measurement information for job function following procedures and guidelines (e.g., volume and time) to complete internal tracking document.
  • Keep abreast of all relevant CIBC products and services by consistently updating products, procedural and technological knowledge, and all upgrades within area of responsibilities
  • Prioritize and organize workload to ensure deadlines are met and dialyzed items are processed according to policies and procedures.
  • Assist in training new incumbents and/or temporary staff on procedures and guidelines to ensure transfer of knowledge and consistency in process.
  • Cross train in other positions to assist/provide support to other team members/area(s) of equal value in peak times or on temporary basis to meet or exceed Service Level Agreements
  • Identify opportunities for improving control processes and procedural adherence and recommend changes to existing processes and procedures to support continuous improvement, cost containment and client satisfaction

MARKET RESEARCH FIELD COORDINATOR

FORUM RESEARCH
05.2022 - 01.2023
  • Handle and respond to all helpdesk incoming phone calls, voicemails, and emails,
  • Recruitment of secret shoppers,
  • Maintaining shopper database and portal,
  • Conduct quality assurance for reports and project data,
  • Train secret shoppers on portal navigation and new projects,
  • Update appropriate documentation for projects and other general procedures.

Junior Research Analyst

FORUM RESEARCH
07.2022 - 09.2022
  • Questionnaire designing and testing survey link to find any issues in skip logic and checking logical flow of questionnaire.
  • Use of VOXCO application to check progress of survey on field and to verify quality of responses.
  • Use of SPSS software to remove outliers. Also, to prepare frequency table, cross-tabulation, creating variables, charts and weighing of data.
  • Experienced in updating charts for reports based on questionnaire involving trending questions.
  • Worked for government projects involving complex questionnaire and extensive report writing.
  • Recruited and managed more than 150 shoppers for Elections Ontario project 2022.
  • Attending client meetings, team meetings and note making.
  • Preparation of data tabs as per requirement of client involving use of excel skills.

Education

Graduate Certificate - MARKETING RESEARCH AND ANALYTICS

CENTENNIAL COLLEGE
Toronto, ON
04.2022

Graduate Certificate - Global Business Management

Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON
04.2021

Skills

  • Completed more than 10 projects of public sector and private sector companies including insurance companies,
  • Recruited more than 100 interviewers for public sector project all over Ontario,
  • Worked closely with Senior Research Director on public sector project,
  • Appreciated by client for quality control of various reports submitted by mystery shoppers,
  • Responsible for preparation of reports to be submitted to client including preparation of charts and data tables by using SPSS,
  • Skilled in using VOXVO application for pulling out survey responses and monitoring of surveys results,
  • Proficient with Advanced MS Excel, Word, and PowerPoint
  • Skilled in survey link testing and quality check for reports

Certification

· Environics Analytics - ENVISION Software

· SPSS

· Excel Essential Training - LinkedIn Learning Dec 2021

· Market Research Foundations- LinkedIn Learning Dec 2021

· Tableau

· Voxco

· Google Analytics

· Qualtrics

Timeline

SENIOR BUSINESS SUPPORT OFFICER

CIBC
04.2023 - Current

Junior Research Analyst

FORUM RESEARCH
07.2022 - 09.2022

MARKET RESEARCH FIELD COORDINATOR

FORUM RESEARCH
05.2022 - 01.2023

Graduate Certificate - MARKETING RESEARCH AND ANALYTICS

CENTENNIAL COLLEGE

Graduate Certificate - Global Business Management

Conestoga College Institute of Technology And Advanced Learning

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