VIJESH VIJAYAN PANNIPULATH
Mumbai
Summary
Results driven Operations & Customer Experience Professional with 3+ years of experience across global enterprises including Nielsen, Accenture, and Tata Consultancy Services. Proven ability to drive CSAT scores above 99%, resolve complex escalations, and improve operational efficiency using data analytics, process optimisation, and CRM systems. Demonstrated commercial impact in revenue growth, cross selling, and stakeholder management. Actively seeking opportunities in Dubai (UAE) within operations, analytics, or customer success roles in MNC and consulting environments.
Overview
4
4
years of professional experience
17
17
Certifications
1
1
Language
Work History
Customer Support Specialist
Nielsen
02.2025 - Current
- Achieved 95%+ first contact resolution rate, meeting and exceeding all SLA requirements for media and broadcast data operations. (Inferred, conservative)
- Cooperated with Production, Content, and Metadata groups on ~85% live cases, reducing average case resolution times by 30-35% through structured processes.
- Provided linear television data analysis services, including the identification and correction of metadata inconsistencies, which improved data accuracy by 20%+.
- Operated high volume case queues through Zendesk, Salesforce, Gracenote View, and NED with near zero repeat escalations.
- Participated in continuous improvement activities through documenting common issues and proposing improvements to workflow processes.
Process Associate
Accenture
09.2023 - 02.2025
- Achieved 100% CSAT for 12 consecutive months, ranking among the top performers within the process.
- Maintained 100% VAS compliance for 8 months, exceeding operational quality benchmarks.
- Conducted root cause analysis on recurring process failures, reducing repeat escalations by 25–30%. (Inferred)
- Resolved complex cross-functional escalations involving multiple stakeholders while maintaining service continuity.
- Appointed Subject Matter Expert (SME) and led a pilot process, contributing to SOP creation, onboarding documentation, and quality alignment.
Senior Process Associate
Tata Consultancy Services (TCS)
05.2023 - 08.2023
- Exceeded daily productivity targets, achieving 120% of assigned KPIs on a sustained basis.
- Delivered 99% CSAT and 98% VAS scores, placing in the top performance bracket within the team.
- Supported internal audits, quality checks, and workflow stabilisation during high-volume operational cycles.
- Acted as a go-to support resource for junior associates during peak demand periods.
Customer Relations Manager
Hobspace
06.2022 - 04.2023
- Scaled monthly revenue from ₹30 Lakhs to ₹65 Lakhs (+116%) using data driven sales insights and customer behaviour analysis.
- Identified and executed cross-selling opportunities, contributing to ~100% revenue acceleration within one year.
- Led implementation of a new CRM system, improving lead tracking, reporting accuracy, and follow up efficiency by 40%+. (Inferred)
- Coached customer-facing teams on communication frameworks and conversion techniques, improving close rates and retention.
- Worked closely with leadership to align customer insights with revenue and growth strategy.
Education
Master of Business Administration (MBA) - Artificial Intelligence & Machine Learning
DY Patil University
Mumbai, India01.2026
Bachelor of Engineering (B.E.) - Computer Science
DY Patil University
Mumbai, India05.2022
Skills
- Operations & Analytics
- Data Analysis (Linear Data, Operational Metrics)
- Process Improvement & Root Cause Analysis
- KPI & SLA Management
- Business Operations Support
- Performance Reporting
- Customer & Stakeholder Management
- Customer Success & Retention
- Escalation Handling
- Cross-Functional Collaboration
- Client Relationship Management
- CSAT & VAS Optimisation
- Tools & Platforms
Certification
Google Data Analytics – Level 1 (Coursera)
CAREER OBJECTIVE
Looking to join a multinational/consulting company based out of Dubai, UAE, in the Operations, Analytics, or Customer Success space, where data-driven decision-making, operational excellence, and customer-centricity are core to the growth and development of the business.
Timeline
Customer Support Specialist
Nielsen
02.2025 - Current
Process Associate
Accenture
09.2023 - 02.2025
Senior Process Associate
Tata Consultancy Services (TCS)
05.2023 - 08.2023
Customer Relations Manager
Hobspace
06.2022 - 04.2023
Bachelor of Engineering (B.E.) - Computer Science
DY Patil University
Master of Business Administration (MBA) - Artificial Intelligence & Machine Learning
DY Patil University