Ujjwal Kumar
Summary
Detail-oriented and analytical professional with a strong foundation in customer service, dispatching, and team leadership. Currently pursuing a career transition into business analysis by enrolling in the Information Systems Business Analysis (T405) program at George Brown College. Excited to leverage expertise in structured analysis, effective documentation, and process improvement to effectively bridge the gap between business needs and technology.
Overview
2
2
years of professional experience
Work History
Subject Matter Expert
IEnergizer
05.2024 - 08.2024
- Conducted performance gap analysis to improve training effectiveness and knowledge sharing
- Performed weekly audits and presented feedback in structured 1-on-1 coaching sessions
- Enhanced process workflows and team productivity through analytical insights and mentoring
- Led projects to optimize workflow, resulting in significant process improvements.
- Analyzed complex data sets to provide actionable insights for strategic decision-making
Customer Service Representative/Dispatcher
IEnergizer
07.2023 - 05.2024
- Analyzed customer feedback to identify recurring pain points and propose service improvements
- Scheduled and coordinated logistics operations using system-based tools
- Maintained daily operational data, ensuring accuracy and efficiency in service delivery
Customer Service Representative
MakeMyTrip, IEnergizer
06.2022 - 07.2023
- Provided frontline customer support while managing high volumes of inquiries (up to 500 per week)
- Handled technical and procedural escalations, strengthening customer experience strategies
- Supported internal training programs and cross-functional team coordination
Education
Post Graduate Diploma - Project Management
George Brown College
05.2025
Bachelor of Science - Biology
Ayodhya University
03.2022
Skills
- Business Analysis Skills: Process Mapping, Documentation, Root Cause Analysis (beginner)
- Tools: Microsoft Excel, Google Sheets, PowerPoint, CRM Software
- Soft Skills: Communication, Active Listening, Decision-Making, Workflow Optimization
- Currently Exploring: Python ,Power BI
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
French
Elementary
Timeline
Subject Matter Expert
IEnergizer
05.2024 - 08.2024
Customer Service Representative/Dispatcher
IEnergizer
07.2023 - 05.2024
Customer Service Representative
MakeMyTrip, IEnergizer
06.2022 - 07.2023
Bachelor of Science - Biology
Ayodhya University
Post Graduate Diploma - Project Management
George Brown College
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