Vikash Kumar

Detail-oriented professional with experience in customer operations, data reporting, and process improvement. Skilled in SQL, Excel, Power BI, and data analysis for monitoring KPIs, identifying trends, and supporting business decisions. Experienced in collaborating with cross-functional teams, performing root cause analysis, and improving operational efficiency. Looking to leverage strong analytical and problem-solving skills in an analytics-focused role.

Customer Support Executive – Semi Voice at Zoomcar (2026-01 – Present)

• Analysed customer, trip, and transaction data to investigate refund and billing discrepancies.
• Utilised SQL, Excel, and Power BI to prepare operational reports and monitor key business metrics.
• Built and maintained dashboards to track refund backlog, turnaround time (TAT), SLA adherence, and dispute resolution trends.
• Performed Root Cause Analysis (RCA) to identify recurring operational issues and recommend process improvements.
• Validated operational data to ensure reporting accuracy and maintain data quality.
• Collaborated with Operations, Finance, Product, and Customer Experience teams to resolve complex customer issues.
• Identified trends and generated actionable insights that supported business decision-making.
• Monitored KPIs and prepared periodic performance reports for management.

Emergency Support Executive – Roadside Assistance (RSA) at Scalene Works (2025-07 – 2025-09)

• Coordinated with cross-functional teams to resolve service requests.
• Monitored SLA compliance and case turnaround time.
• Tracked operational KPIs and service performance.
• Identified process gaps and recommended improvements.
• Escalated critical issues for timely resolution.
• Maintained accurate operational records and reports.
• Analysed service trends to improve operational efficiency.
• Ensured compliance with SOPs and quality standards.
• Collaborated with vendors to ensure seamless service delivery.
• Supported reporting through data validation and documentation.

Human Resource Intern at Navyug Think India Foundation (2023-05 – 2023-07)

• Assisted in maintaining employee records and HR documentation.
• Screened resumes and shortlisted candidates based on job requirements.
• Coordinated interview schedules with candidates and hiring managers.
• Supported onboarding and employee induction activities.
• Maintained recruitment trackers and updated HR databases.
• Prepared HR reports and recruitment metrics using Excel.
• Ensured accuracy and confidentiality of employee information.
• Assisted in job posting across multiple recruitment platforms.
• Coordinated with different departments to support hiring activities.
• Improved HR documentation and record management processes.
• Supported employee engagement and HR administrative activities.
• Ensured compliance with organisational HR policies and procedures

Sales-Intern at Futwork (2021-05 – 2021-08)

• Made 1000+ outbound sales calls, introducing products and services to potential customers across different regions.
• Identified pain points and tailored pitches accordingly, improving customer engagement and driving conversions.
• Maintained detailed CRM records and call logs, supporting the sales pipeline with qualified leads.
• Collaborated with the marketing and product team to align messaging and track campaign success.
• Enhanced communication, negotiation, and customer relationship management skills.

Startup Operations & Product Analyst at Lava Lips (2020-02 – 2021-01)

Played a key role in setting up a food startup, working closely on pricing, cost structure, and product development.

• Developed pricing models and cost tracking systems using Excel, resulting in a 20% revenue increase through better cost control and pricing adjustments.
• Conducted primary market research to identify customer preferences and demand trends, leading to a 15% increase in first-quarter sales.
• Collaborated with a small team to ensure alignment between financial goals and customer satisfaction.
• Gained practical exposure to lean startup methodology, customer feedback loops, and MVP testing

Bachelor of Business Administration (BBA) in Finance & Business Analytics – Institute of Management and Entrepreneurship Development (2024)

Senior Secondary Certificate – Nardiganj College (2021)

Matriculation – Red Carpet High School (2019)