Merin Joseph
Summary
Professional with two years of experience, a solid background in project management, business analysis and service delivery, who is meticulous and analytical. Possesses practical knowledge of data analytics, project management abilities, and coordination. Skilled in using various tools to create reports, analyze data, assist customers, and offer useful insights that influence corporate choices.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Precise Parklink
09.2023 - 03.2024
- Optimized 15% client retention rate by ensuring timely and accurate responses to issues/queries.
- Researched & created a new resolution strategy for customer complaints & reduced market escalations by 30%.
- Managed administrative tasks related to customer service, monitoring, and advice on transactions & call reports.
- Achieved client satisfaction by impulsively understanding customer needs by 25%.
- Reduced data entry errors by 20% by implementing Excel-based data validation techniques.
- Prepared case documentation and call reports, attended queries in the pipeline, handled customer escalations and maintained good communication with clients.
Team Supervisor (Sales)
Swiss Chalet
12.2021 - 07.2023
- Increased customer satisfaction by 50% through delivering exceptional service in a fast-paced environment using new technology and software
- Mentored the team to increase sales by 40% by advising innovative sales strategy and managing the project chart and application
- Led a small team of 4, overseeing daily scope & ensuring timely completion of tasks using new sales innovation with good teamwork, collaboration and organizational skills and following business processes on time
- Determined sales data to identify opportunities for upselling and cross-selling, resulting in a 20% development in customer lifetime value.
Project Associate
Zellis
02.2020 - 07.2021
- Identified project risks and vision, developed strategic mitigation solutions/strategies, and communicated basic policies, procedures, and budget forecasts
- Developed, collaborated, and communicated new approaches with the onshore team (UK) to enhance performance and process improvement and improve work by following the regulatory client requirements
- Prepared deliverables within stated timelines, collaborated project requirements, as required by stakeholders, and maintained service level agreements (SLAs) reporting to the senior management
- Coordinated with project meetings and created team reports for presentation and execution with best practices
- Communicated project/product status, updates, and alterations according to the change management
Inside sales manager
Simplilearn
11.2018 - 05.2019
- Analyzed and organized sales data through inbound and outbound calling, follow-ups, and CRM
- Guided a project team to deliver a new product launch on time and within budget, achieving significant sales growth with technical tools
- Examined sales data through Power BI to produce comprehensive reports which improved report generation efficiency by 40%, allowing them to focus on data-driven strategies that enhance customer engagement
- Planned and organized projects, set timelines and effectively allocated resources
- Optimized the old leads by confluence of the reactivation team by increasing 30 % of old customers leading to more sales and strong prospects in achieving business objectives.
Education
Post Graduate Diploma in International Business Management -
Fanshawe College
04.2023
Post Graduate Diploma in Business Analysis -
Fanshawe College
04.2022
Bachelor of Management Studies -
Mahatma Gandhi University
05.2018
Skills
- Proficient in data analytics tools like Tableau, SQL, and Power BI for creating interactive dashboards and reports
- Experienced in Microsoft Excel (v-lookup, pivot tables), Project, PowerPoint, and Adobe Acrobat
- Knowledgeable in JIRA for project tracking and management
- Developed custom dashboards and reports in Salesforce, enhancing sales forecasting accuracy and providing actionable insights for the sales team
- Familiar with Agile, Scrum Kanban, and basic change management methodologies
- Proven ability to manage client relationships and deliver high-quality service while meeting deadlines
- Skilled in project coordination, project schedules, analyzing problems, and tracking action items
- Excelled in cross-functional teams, was eager for continuous learning, had strong interpersonal skills, and communicated well (written and oral) among the team members
Certification
- Tableau Essential Training - LinkedIn Learning 2022
- Certified Associate in Project Management (CAPM) - In progress
- Power BI -The Ultimate Orientation (Udemy)
- PwC Switzerland - Power BI Job Simulation
- Tata Group - Data Visualization
Languages
English
Full Professional
French
Elementary
Timeline
Customer Service Representative
Precise Parklink
09.2023 - 03.2024
Team Supervisor (Sales)
Swiss Chalet
12.2021 - 07.2023
Project Associate
Zellis
02.2020 - 07.2021
Inside sales manager
Simplilearn
11.2018 - 05.2019
Post Graduate Diploma in International Business Management -
Fanshawe College
Post Graduate Diploma in Business Analysis -
Fanshawe College
Bachelor of Management Studies -
Mahatma Gandhi University
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