Rakshit M. Email & Phone Number

Lewisville, Texas, United States

1. Managed Microsoft 365 and ERP Systems: Administered Microsoft 365 tools and the Fulcrum Pro ERP system, creating live dashboards using APIs in Excel and Power BI to streamline processes and provide technical support.2. Developed Dynamic Excel Dashboards: Created streamlined Excel dashboards linked to master files, dynamically updating manufacturing schedules to enhance real-time visibility and decision-making.3. Implemented Automation with Power Automate: Designed and integrated notification triggers using Power Automate with Outlook and Teams, reducing task redundancy and improving communication efficiency across departments.4. Aligned Data Solutions with Business Objectives: Collaborated closely with the CEO to ensure data analytics tools and workflows support operational needs and align with overall business strategies.

Hyderabad, Telangana, India

1. Led a pilot project collaborating with 10+ stakeholders, improving performance by an average of 5% monthly using Python & SQL for data analysis, creating actionable insights, and supporting C-suite decision-making.2. Conducted in-depth data mining with Senior Management, resulting in a 10% increase in customer satisfaction (CSAT) score within a quarter, enhancing overall customer experience.3. Mitigated risks by identifying issues with a key driver, developing controls, and improving process turnaround time (TAT) by 66%.4. Achieved a 93% conversion rate for 35+ trained agents and delivered ad-hoc data analysis using SQL and Tableau.5. Reduced average handling time by 40% through a data-driven initiative, utilizing SQL for data extraction & validation.6. Conducted daily agent analysis across 15 KPIs, optimizing team performance and safety metrics.Demonstrated exceptional performance within 16 months, contributing significantly through refreshers, critical process updates, and data analysis assistance, leading to advancement to Process Developer role.

Hyderabad, Telangana, India

Received the promotion at the earliest possible, which is within the 12-month cycle of joining the role. Addressed multiple teams in helping them grow in different regional markets like NA, GB and IN.Conducted refreshers and worked with C-Suite Executives to help the BQ team grow.

Hyderabad, Telangana, India

1. Maintained a 90% customer satisfaction rate while handling an average of 500 inbound tickets monthly, demonstrating expertise in diverse payment methods including ACH, credit/debit cards, and checks.2. Efficiently managed multi-channel support, handling 10-15 calls, 30-40 chats, and 50-60 emails weekly across various processes such as Google Play NA, GB, and IN.3. Resolved 40 daily inbound billing escalations for the client's application and payments platform, consistently maintaining Average Handle Time (AHT) 2 minutes below the 18-minute SLA over 6 months, achieving an 11% improvement in response time efficiency.4. Excelled in resolving both structured and unstructured issues, adhering to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) with a 98% achievement rate across all communication channels.5. Received 3 spot awards for exceptional performance and was promoted to Subject Matter Expert (SME) within the shortest possible timeframe, showcasing rapid professional growth and expertise.

India

Analyzed consumer analytics to identify root causes, trends, and patterns, assessing business impacts. Conducted A/B testing to draw inferences and conclusions, and developed 8 dashboards and visualizations for senior management.Discovered and analyzed data requirements by monitoring over 50 existing metrics and developing 3 new ones. Collaborated with internal teams to identify opportunities for process and system improvements.

Master Of Science - Ms, Business Analytics, 3.44

The Master of Science in Business Analytics and Artificial Intelligence (MS BUAN) at UTD is a 36-credit STEM degree that equips students.

Diploma Of Education, Applied Machine Learning, 3.5

The Graduate Certificate in Applied Machine Learning at UTD equips students with advanced skills in statistics, business analytics.

Bachelor Of Technology - Btech, Computer Science, 7.1