Ujjwal Gupta Email & Phone Number

Burwood, VIC, AU

Melbourne, Victoria, Australia

• Manage and resolve an average of 50 tickets per week, resulting in a 30% reduction in ticket resolutiontime and an increase in customer satisfaction to 98%.
• Collaborate with cross-functional teams to implement system updates, compliance, and securityprotocols to improve system reliability and security.
• Liaise with external SaaS service providers and clients to evaluate, select, and integrate newtechnologies and tools that enhance system capabilities.
• Monitor operational support, resolving incidents, and providing IT support to over 150 employees witha customer satisfaction rating of 98%.
• Outperformed KPIs by resolving 95% of tickets within SLA timeframes, contributing to over 90%customer retention.

Melbourne, Victoria, Australia

• Restructured retail supply chain processes of 3 departments through diligent regression data testing and reporting of possible issues.
• Utilized advanced analytical tools and techniques such as MS Excel and MS Azure for predictive modeling to extract insights from large and complex datasets.
• Established use cases, process improvements, requirements gathering, data mapping, and visualization of data collected.
• Collaborated with cross-functional teams for the implementation of new inventory management systems, resulting in a 40% reduction in out-of-stock inventory levels.
• Developed innovative data solutions by facilitating workshops and conducting user testing to optimise product vision for successful project implementation.
• Presented to stakeholders, delivering actionable insights by using the data visualisation tool Power BI for enhancing operational readiness of implementing new business systems.

Melbourne, Victoria, Australia

• Conducted comprehensive market research and provided a detailed 7-lever profit framework to escalate the profits of the client by 20%.
• Analyzing sales data and market trends to forecast revenue and business opportunities for the next 5 years.
• Collaborating with cross-functional teams to develop persuasive and customized proposals for potential clients.
• Presented 5 recommendations based on client needs and helped to execute the best profit-oriented strategy in business.

Melbourne, Victoria, Australia

• Analyzed and increased customer retention rates by 20% through the implementation of targeted customer success initiatives.
• Performing weekly analysis to find damages or unacceptable products to improve quality control.
• Managed customer relationship management (CRM) platform, sales performance analytics, and 2 sales forecasting tools.
• Promoting sales and overall profitability of the store by meeting customer service and sales targets by up to 95%.

Melbourne, Victoria, Australia

• Managed user engagement analytics strategy, providing the first insight into how users interactwith the app on mobile devices.
• Employed SDLC agile methodologies to lead JIRA processes, including user story writing,sprint planning, and daily stand-ups.
• Developed user stories and undertook stakeholder reviews to revise the business processes.
• Executed user research to identify pain points and gather feedback to support product designand development decisions.

Melbourne, Victoria, Australia

• Conducted thorough data analysis to identify trends, patterns, and actionable insights, resulting in a 15% increase in operational efficiency.
• Provided day-to-day operational support, troubleshooting system issues, and ensuring smooth functioning of critical business systems, resulting in a 98% system uptime.
• Conducted user training sessions to enhance system knowledge and ensure the successful adoption of new tools and processes.
• Prepared and implemented 3 key recommendations considering business requirements.