N SRIKANTH

E Mail: nsrikanth3@gmail.com

Contact: +91 9703203097 (M)

Assignments in Business Analysis with an organization of repute.

PROFESSIONAL OVERVIEW

A competent professional with over 8 years of experience in Market Research & Customer Relationship Management.

Presently working with Market Tools Research Private Limited as Survey Analyst.

Experience in conducting fundamental & technical analysis.

Exposure in handling client queries, providing them feasible solutions & building healthy relationships thereby achieving
high customer satisfaction.

Expertise in analysing existing systems and procedures, preparing business continuity plans, designing internal control
systems and facilitate effective decision-making.

Proficient in drafting functional requirements for computer systems using models and diagrams to represent the processes
and functions involved.

An effective communicator with good analytical, inter-personal, organisational & mentoring skills.
CORE COMPETENCIES

Business Analysis & Consultancy

Designing systems for business operations entailing mapping business processes and studying workflow.

Client interaction for requirement gathering, system study & analysis.

Drafting functional requirements to represent the processes and functions involved.

Market Research & Analysis

Undertaking detailed Market study to analyze the latest market trends and providing valuable inputs for fine tuning the
selling and the marketing strategies.

Preparing research reports; interpreting results & providing recommendations.

Business Process Re-engineering

Deploying various methodologies to analyze various processes, recommending modifications to minimize escalations,
realize operational efficiencies, control variability, costs and reduce cycle-time.

Developing a framework of quality standards and overseeing smooth implementation of the project.

Identifying capacity limitations & bottlenecks and process problems for taking corrective action.

Managing entire operations for executing projects for process improvement within cost & time parameters.

Customer Relationship Management

Identifying prospective clients, generating business from the existing clientele to achieve business targets.

Maintaining healthy & cordial relationships with the clients for expanding business & resolving the queries & complaints
for high customer satisfaction.
EMPLOYMENT RECORD
Since Jan05 with Market Tools Research Private Limited, Hyderabad as Survey Analyst

Growth Path:
Jan05 to Apr06
Mar06 to Jan07
Since Feb07

Support Executive for Zoomerang, an Online Survey Creation Tool

Sr. Support Subject Matter Expert for Zoomerang, an Online Survey Creation Tool
Survey Analyst for Strategic clients like Microsoft, Procter & Gamble and General Mills Inc.

Key Deliverables as Survey Analyst:

Actively participating in the project kick-off meetings to capture project deliverables and timelines.

Establishing the timeframe to execute the overall project & managing the deliverables to that schedule.

Reviewing the drafted questionnaires and providing clear, concise programming notes in Market Tools proprietary survey
software tool called ZTelligence.

Demonstrating quality control checks to ensure accuracy of work for programming and/or report population.

Coordinating the periodic project briefings with operations teams to ensure comprehensive understanding of project
objectives. Crosschecking the delivery milestones, and updating the team regarding any changes in project plan.

Formulating reports using MS Excel & PowerPoint and utilizing market research knowledge to provide basic analysis.
Revamping the survey links for quality and accuracy and submitting them to Research Manager to obtain client approval.

Crosschecking the on-line survey deployment.

Reporting the minutes to Research Manager on survey completes.

Identifying the problems & resolving the issues when the results are not meeting project objectives. Circulating the data
between departments to compile reports.

Key Deliverables as Sr. Support Subject Matter Expert:

Catering to the queries of the customers & delivering them with 100% client satisfaction.

Rendering solutions to the wide range of in-bound customer questions: sign up issues software usage and technical
troubleshooting. Monitoring incident queues to ensure that service Level requirements are achieved.

Imparting training for the new employers of the process.

Analyzing question volumes and submitting enhancement requests to improve the user experience.

Documenting reports based upon the on procedures and processes of the organization.

Conducting follow-ups on the customer feedback.

Spearheading the Product Management, Marketing, Customer Service and Development teams.

Administering the programming projects and Result Analysis projects for clients.

Monitoring the enhancement queues logged by the CSRs and escalate them to the product management team

Assuring early resolution of client query within the set time frame.

Attainments:

Proactively contacted clients to analyze their needs and was instrumental in starting special services like survey
programming and confidential deployments.

Created a knowledgebase of process related documents in order to help the associates in answering the customer queries
more efficiently.

Got promoted as Sr. Support Subject Matter Expert in April06

Mar03 to Jan05 with IIC Systems (P) Ltd., Hyderabad an International Contact Centre dealing with Timeshare Business
(U.S.A) as an ATL (Asst. Team Leader)

Growth Path:
Mar03 to Aug03
Aug03 to Jan04
Jan04 to Jan05

Sales Representative
Senior Tele. Sales. Representative
Assistant Team Leader

Key Deliverables as Sr. Support Subject Matter Expert:

Spearheading a team of 20 agents and directing them effectively to the Business development activities. Leading & guiding
the team in carrying the activities like sales, pitching, accent and pronunciation.

Enhancing the efficiency of the agents regarding the new campaigns and floor related issues.

Performing scheduling as per the shift variance specified by the management.

Facilitating assistance to the team & troubleshooting the problems through direct intervention and mentoring

Submitting the sales reports, agents feed back, quality feed back, floor feed back to the team leads and assistant manager of
the organization.

Attainments:

Distinguished as the Best Quality Driver for the year in 2003 & 2004.

Rewarded with the award of Star Performer of the Month in July 03.
Mar00 to Mar03 with Alpine Solutions (P) Ltd.

Growth Path:
Mar00 to Mar01

Sales Executive

Apr01 to Dec01

Sales Officer

Jan02 to Mar03

Senior Sales Officer

Key Deliverables:

Contributing effectively in the sales of retail automation products including ECR, POS systems and retailing software.
Gathering & preparing reports on the customer response on product performance & identifying market opportunities for
new product development & value enhancement on the product line.

Communicating & coordinating with the channel partners and end users for extending technical back up support.

Achieving delivery and service quality norms set by the organization.

IT SKILLS: Well versed with Win95, NT and MS Office.
ACADEMIA: Bachelor of Arts from Osmania University in 1997.
PERSONAL VITAE

Address

Flat Number: 506, #: 1-1-466 & 467, Surya Meridian Apartments, Bakaram, Gandhi Nagar,
Hyderabad: 500080

Date of Birth: 24th March 1975