ISSAC SAMY
New Windsor,Auckland
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Analyst
HRV Home Solutions Ltd
06.2022 - Current
- • Develop and maintain reports and dashboards using Microsoft Dynamics 365 CRM, Dynamics NAV 2017, Microsoft Power BI, SSMS, and Excel.
• Extract, transform, and load data from various sources such as databases, flat files, and web services.
• Use tools like Microsoft Excel and Power Query to clean, transform, and analyze data.
• Use visualization and data storytelling techniques to create interactive, actionable, and insightful reports and dashboards.
• Work with stakeholders to understand their requirements, design solutions, and deliver value through data.
• Collaborate with IT and other teams to deliver BI solutions that meet business needs and align with company's architecture.
• Monitor and optimize report performance, security, and scalability of BI solutions.
• Contribute towards development and implementation of refreshed company data strategy aligned to simplify and accelerate data governance, data quality, and self-service BI adoption.
• Stay up-to-date with relevant technologies and advancements in BI field and apply best practices and industry standards. - Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
Digital and Application Support Analyst
HRV Home Solutions Ltd
07.2022 - 06.2023
- Providing Level 1 and Level 2 IT / CRM Support for over 600 Cristal Air International users.
- Providing remote and onsite support.
- Provide support for all iOS and Android devices.
- Managing Active Directory, Dynamics CRM 2016, Microsoft NAV 2017 and Office 365 Exchange Online.
- Managing and creating CRM Dashboards and Forms.
- Experience with Microsoft Authenticator. Involved in project to have all users setup with Microsoft Authenticator.
- Experience with Manage Engines Service Desk Plus and Mobile Device Management.
- Experience with Manage Engines Service Desk Plus and Mobile Device Management.
- Printer setup, maintenance and troubleshooting for HP, Sharp and Ricoh printers.
- Involved in project to upgrade all users from Windows 7 to Windows 10.
- Ensuring all end user issues and queries are resolved fast and efficiently.
- Collecting data and performing analysis to help team reduce future incidents from occurring.
- Analyzing end user issues and determining level of support required for user.
- Translating technical expertise into clear and actionable instructions to end user.
- Developing support documentation for assisting end users, providing end user training if required.
Contact Center Manager
HRV Home Solutions Ltd
03.2021 - 08.2022
- Managing team of 12 consultants marketing, cross-selling, and up selling to existing client base
- Led and actively assisted Field Representatives to source new potential clients and convert into business opportunities
- Achieved highest team staff retention rate along with near 35% contribution to groups revenue
- Record of successfully achieving and succeeding sales quotes and budgets and playing major part in group's overall financial success
- On boarded new employees with training and new hire documentation
- Maximized performance by monitoring daily activities and mentoring team members
- Developed and maintained relationships with customers and suppliers through account development
- Established and updated work schedules to account for changing staff levels and expected workloads
- Approved regular payroll submissions for employees
- Delivered feedback to decision-makers regarding employee performance and training needs
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals.
- Developed quality employees within call center to take over leadership positions.
Customer Service Team Leader
HRV Home Solutions Ltd
10.2018 - 03.2021
- Responsible for overseeing and training of small team of Direct Marketers ensuring that reach daily and weekly KPI's
- Main responsibilities include management of data for each campaign, region and point of contact for all franchise
- Building of calling campaigns ensuring that there are enough numbers to call for selected areas
- Accomplished multiple tasks within established time frames
- Directed staff and managed annual capital budget
- Evaluated report data to proactively adjust and enhance operations.
Sales Consultant
HRV Home Solutions Ltd
07.2016 - 10.2018
- Responsible for working as part of busy in-house call centre and maximizing company services and up-sell opportunities, promoting healthy home solutions by performing outbound telephone calls and setting up quality appointments for sales force and accurately recording relevant customer information.
- Responded to telephone and in-person requests for information.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Maximized customer retention by resolving issues quickly.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Supported clients with business analysis, documentation and data modeling.
Business Operation Associate
Amazon.com
08.2012 - 12.2015
- Provide Technical assistance and customer service for various IT products, such as broadband, mobiles, and telecommunication devices
- Troubleshoot customer equipment through terminal services
- Log faults and escalate issues to right departments
- Providing professional customer service, product information and solutions
- Manage Retail accounts and generate new sales opportunities
- Gained valuable experience of IT market and its functioning
- Carried out day-to-day duties accurately and efficiently
- Increased customer satisfaction by resolving issues
- Developed team communications and information for meetings.
- Collected business requirements to interpret them into real time data
- Managed catalogue and marketplace content for all product categories across US operations
- Monitored daily work flow and process chains related to week/month end close activities
- Documented, analyzed and improved flow of process information through Value Steam Mapping
Education
Bachelor of Electronic & communication: Engineering - Communications Systems Technology
Loyola Institute of Technology
INDIA08.2011
Graduate Diploma - Computing (Business Analyst And Management)
Unitec Institute of Technology
Auckland01.2017
Skills
- Microsoft Power BI
- Microsoft Office Suite
- Data Visualization and Presentations
- Dashboard Creation
- Sales and Marketing Support
- Statistical Analysis
- Usability Testing
- Business Performance Analysis
- Advanced Excel Spreadsheet Functions
- Database Management
- Business Requirements
- Active Listening
- Query Execution
- Report Automation
- Reporting Efficiency and Accuracy
Accomplishments
- Management - Directed marketing team of 12 direct reports. Supervised creation of marketing strategies/plans and ensured operations were within budget constraints.
- Awarded the HRV WAY STAR Award.
- Commission structure project along with senior HR.
- Achieved increase in revenue by completing data cleansing with accuracy and efficiency.
- Collaborated with marketing team in the development of First call resolution Project.
- Process Improvement by building Dashboards.
- Work Flow Automation for Website Enquires.
Certification
- ICAgile certified professional
- Microsoft Dynamics 365 Fundamentals(CRM) MB-910
- Google Analytics Certification
Timeline
Digital and Application Support Analyst
HRV Home Solutions Ltd
07.2022 - 06.2023
Business Analyst
HRV Home Solutions Ltd
06.2022 - Current
Contact Center Manager
HRV Home Solutions Ltd
03.2021 - 08.2022
Customer Service Team Leader
HRV Home Solutions Ltd
10.2018 - 03.2021
Sales Consultant
HRV Home Solutions Ltd
07.2016 - 10.2018
Business Operation Associate
Amazon.com
08.2012 - 12.2015
Bachelor of Electronic & communication: Engineering - Communications Systems Technology
Loyola Institute of Technology
Graduate Diploma - Computing (Business Analyst And Management)
Unitec Institute of Technology
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