Vishwanath Bijapur
Edinburgh
Summary
Results-driven financial analyst with expertise in data analysis, modelling, and forecasting. Strong skills in SQL, advanced Excel, and MS Office, alongside brand development, competitor analysis, and KPI tracking. Utilises CRM systems and Google Analytics to derive insights and enhance performance. Focused on leveraging analytical capabilities to inform strategic decisions and foster business growth.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Service Consultant
Royal London Group
Edinburg
2023.08 - 2026.06
- Supported customers and financial advisers with diverse enquiries, effectively managing requests from initial contact to resolution.
- Take full ownership of customer queries, ensuring issues are resolved accurately and within SLA.
- Built strong relationships by understanding customer needs and communicating clearly and effectively.
- Managed defined contribution, defined benefit, and tax pension contributions for customer accounts, ensuring timely rebates to enhance customer satisfaction.
- Maintain accurate records of customer interactions, ensuring all data is handled in line with regulatory and business requirements.
- Collaborate as part of a wider team to promote best practices, provide consistent and reliable advice, and support the overall purpose of the organisation.
- Consistently exceeded performance targets by diligently tracking project progress and proactively addressing any deviations from planned objectives.
Product Analyst
Concentrix
Dublin
2022.01 - 2023.08
- Investigate, troubleshoot, and resolve product-related issues reported by users.
- Analyze customer problems and identify root causes using logs, system data, and diagnostic tools.
- Directed complex technical issues to engineering or product teams.
- Monitored support tickets, ensuring resolutions met service-level agreements (SLAs).
- Document incidents, solutions, and troubleshooting procedures in the knowledge base.
- Collaborate with product, engineering, quality assurance, and customer success teams to improve product performance.
- Assist customers with product configuration, onboarding, and usage guidance.
- Tracked recurring issues, providing actionable feedback to product teams for enhancements.
- Perform data analysis to identify trends, defects, and opportunities for product improvement.
- Test bug fixes and product updates before release to validate issue resolution.
- Generated support reports detailing ticket volume, response times, and customer satisfaction metrics.
- Maintain a strong understanding of product features, updates, and industry best practices.
- Communicate technical information clearly to both technical and non-technical stakeholders.
- Contribute to customer training materials, FAQs, and support documentation.
Product Technical Analyst
Accenture
Dublin
2021.02 - 2022.01
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Managed end-to-end issue resolution process, including root cause triage.
- Discerned product confusion from bugs, identified solutions, and advised sales team to achieve advertisers' desired outcomes.
- Effectively and concisely communicate resolution, technical resolution, workarounds, or product confusion to the sales team.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Develop deep knowledge within a complex product group.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Mentor team members and own product support areas.
- Collaborate with global teams in product knowledge honing.
- Optimised workflows by identifying improvement areas in existing processes and implementing effective changes.
- Work with a fraternity committed to resolving issues in a timely SLA.
Business admin assistant
BidvestNoonan
Dublin
2020.02 - 2021.02
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assisted with operational tasks to ensure smooth processes.
- Maintained confidentiality of sensitive information through strict adherence to privacy policies and secure filing systems.
- Created and organised daily documentation, including safety and security analysis reports and log book updates, ensuring compliance and accurate record-keeping.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Conducted safety monitoring within shopping mall to identify potential hazards and enhance security for customers.
- Assessing the premises for the safety hazards, fire hazards, security issues and taking necessary actions to prevent them.
Project Co-ordinator
WEGO Search Technologies Pvt Ltd
2018.12 - 2019.04
- Coordinated multiple projects from initiation to delivery by prioritising needs and delegating tasks.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Ensured projects remained on schedule through effective deadline management and workflow adjustments.
- Managed campaign budgets to optimise resource allocation across project lifecycle.
- Conducted thorough campaign analysis to identify reasons for performance fluctuations and recommend improvements.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Performed analysis on campaign data to extract actionable insights and enhance future strategies.
- Conducted various analyses such as Day of the week, Hour of the Day, A/B testing to understand the behaviour of the visitors and came up with a simple solution of algorithmic template to optimize the campaigns for budget, bids, keyword expansion etc.
- Project- Proposed a Performance based campaign analysis and optimisation technique (based on Performance Based Product design theory) Used BCG matrix framework to strategically group the campaigns and prioritize the same.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Negotiated contracts with vendors and suppliers, securing favorable terms for cost-effective procurement of resources needed for each project's success.
Education
Bachelor of Science - Nautical Science
Birla Institute of Technology
India 2005.07 - 2008.07
Master of Science - Digital Marketing
Dublin Business School
Dublin 2019.10 - 2020.10
Skills
- CRM proficiency
- Customer relationship management
- Call handling techniques
- Customer feedback analysis
- Conflict resolution
- Detail-oriented
- Excel mastery
- MS Office Suite
- Google Analytics expertise
- SQL expertise
- Competitor analysis
- Brand strategy
Certification
PSM1, PSM2, Prince2 Foundation
References
References are available on request.
Hobbies & Interests
outdoor activities, jogging in order to keep myself fit.
Timeline
Customer Service Consultant
Royal London Group
2023.08 - 2026.06
Product Analyst
Concentrix
2022.01 - 2023.08
Product Technical Analyst
Accenture
2021.02 - 2022.01
Business admin assistant
BidvestNoonan
2020.02 - 2021.02
Master of Science - Digital Marketing
Dublin Business School
2019.10 - 2020.10
Project Co-ordinator
WEGO Search Technologies Pvt Ltd
2018.12 - 2019.04
Bachelor of Science - Nautical Science
Birla Institute of Technology
2005.07 - 2008.07