Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Timeline
Generic
Vrajesh Bhavsar

Vrajesh Bhavsar

Kitchener,Ontario

Summary

Adept at enhancing operational efficiency and customer satisfaction, I leveraged data analysis and visualization skills at Gatestone & Co to drive actionable improvements. My expertise in SQL and strong communication abilities led to significant process optimizations, evidenced by improved key performance indicators and customer experience metrics. Collaborated effectively across teams, fostering a culture of continuous improvement and strategic decision-making.

Overview

3
3
years of professional experience

Work History

Financial Services Representative

Gatestone & Co
Toronto, ON
04.2023 - Current
  • Enhanced both business performance and customer satisfaction through insightful analysis.
  • Conduct an in-depth analysis of call center operations to identify process inefficiencies and recommend actionable improvements.
  • Implement changes to enhance operational quality and efficiency, focusing on key performance indicators such as cost per call, cost per member, service level, and occupancy.
  • Analyze data to uncover trends and patterns, such as recurring customer issues, peak service times, and other factors that impact customer experience.
  • Develop interactive dashboards and reporting tools to provide actionable insights into customer behaviour and operational processes, utilizing both quantitative and qualitative data.
  • Visualize and present data-driven insights to inform continuous improvement efforts and strategic decision-making.
  • Provide regular performance reports on key customer experience (CX) metrics, such as customer satisfaction (CSAT), response times, and first contact resolution (FCR), along with recommendations for improvement.
  • Executed customer analysis to differentiate segments based on behavioural patterns, value variations, and service requirements.
  • Contributed to creating an enhanced advocate productivity scorecard that more accurately reflected true productivity across cases and calls.
  • Deliver comprehensive reports on essential care operational KPIs.
  • Supported preparation of senior-level presentation materials.
  • Reviewed and presented key metrics such as customer satisfaction, first contact resolution, and response times in routine performance reports.
  • Developed accurate forecasts by leveraging past data trends.
  • Developed and assessed various forecasting scenarios to anticipate customer demand changes.

Field Service Technician

Bell Technical Solutions
Toronto, ON
05.2022 - 04.2023
  • Measured signal strength of televisions, telephones and internet connections to verify adequate performance.
  • Organized and coordinated resources are required for the successful completion of jobs.
  • Conducted fusion splicing of single-mode and multi-mode fibers.
  • Assisted with the development of new technologies related to fibre optics.
  • Inspected and tested fibre optics equipment to ensure optimal performance.
  • Communicated with customers to access work areas and explain work.

Education

Associate of Applied Science - Mobile Solutions Development

Conestoga College
Waterloo, ON
12-2022

Bachelor of Science - Computer Engineering

BITS
Gujarat
04-2020

Skills

  • Proficiency in Genesys software
  • Account performance reviews
  • Technical solution analysis
  • Customer relationship building and management
  • Proficient in SQL and databases
  • Data analysis and visualization (eg, Excel, Tableau, Power BI)
  • Performance metrics evaluation
  • Process optimization
  • Strong communication and presentation skills
  • Problem-solving and critical thinking
  • Cross-functional team collaboration
  • Proficient in Google Suites and Microsoft Suites
  • Experience with multi-channel support (call, chat, emails)
  • Quality assurance
  • Coaching and mentoring
  • Experience working within a Call Center environment

Certification

  • Data Analytics program at Carleton University, Ottawa, Ontario
  • Industrial Trainee at Indian Oil Corporation LTD, Gujarat
  • Worker Health & Safety Awareness by Ministry of Labour
  • Marketing Strategy Fundamentals, Scrum for Operations & DevOps Fundamental Certified, Scrum Fundamentals Certified, Six Sigma Yellow Belt by Scrum Study
  • Cloud Platform Fundamentals: Core Infrastructure , Foundation, Core Services, Scaling & Automation, Containers & Services, Design & Process by Coursera

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full TimeContract WorkInternship

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balancePersonal development programsTeam Building / Company Retreats

Timeline

Financial Services Representative

Gatestone & Co
04.2023 - Current

Field Service Technician

Bell Technical Solutions
05.2022 - 04.2023

Associate of Applied Science - Mobile Solutions Development

Conestoga College

Bachelor of Science - Computer Engineering

BITS

Similar Profiles

CREATE PROFILE
Vrajesh Bhavsar