Anuj Jha

Customer Support & Client Servicing Professional

New Delhi, India 5+ yrs exp 90 · Outstanding

About

Customer-focused professional with hands-on experience resolving technical issues for enterprise and consumer clients in a high-volume support environment, combined with 3+ years of analytical and client-facing experience in the media and broadcasting sector. Skilled at clear verbal and written communication, active listening, and staying calm under pressure while managing multiple client queries within SLA timelines. Track record of turning recurring customer pain points into process improvements — including cutting repeat tickets by ~15% through structured issue tracking. Brings a rare blend of strong people skills and a data-driven mindset, comfortable using dashboards and reporting tools to monitor performance and call/ticket trends.

Skills & Expertise (39)

Verbal Communication Advanced

8.0/10

Years Exp

Power BI Advanced

8.0/10

Years Exp

active listening Advanced

8.0/10

Years Exp

Advanced Excel Advanced

8.0/10

Years Exp

Pivot Tables Advanced

8.0/10

Years Exp

VLOOKUP Advanced

8.0/10

Years Exp

Complaint Resolution Advanced

8.0/10

Years Exp

Query Resolution Advanced

8.0/10

Years Exp

Written Communication Advanced

8.0/10

Years Exp

SLA Adherence Intermediate

7.5/10

Years Exp

Team Collaboration Intermediate

7.5/10

Years Exp

Python Intermediate

7.5/10

Years Exp

Client Relationship Management Intermediate

7.5/10

Years Exp

Data Cleaning Intermediate

7.0/10

Years Exp

Git Intermediate

7.0/10

Years Exp

SQL Intermediate

7.0/10

Years Exp

XLOOKUP Intermediate

7.0/10

Years Exp

Power Query Intermediate

7.0/10

Years Exp

DAX Intermediate

7.0/10

Years Exp

Pandas Intermediate

7.0/10

Years Exp

NumPy Intermediate

6.5/10

Years Exp

Matplotlib Intermediate

6.5/10

Years Exp

MySql Intermediate

6.0/10

Years Exp

EDA Intermediate

6.0/10

Years Exp

Data Modelling Intermediate

6.0/10

Years Exp

JavaScript Intermediate

6.0/10

Years Exp

CSS Intermediate

6.0/10

Years Exp

HTML Intermediate

6.0/10

Years Exp

Postgresql Intermediate

6.0/10

Years Exp

Conditional Formatting Intermediate

6.0/10

Years Exp

Power Pivot Intermediate

6.0/10

Years Exp

OpenpyXL Intermediate

6.0/10

Years Exp

ChatGPT Intermediate

6.0/10

Years Exp

Cursor AI Intermediate

5.0/10

Years Exp

Node.js Intermediate

5.0/10

Years Exp

Sentence Transformers Intermediate

5.0/10

Years Exp

Claude AI Intermediate

5.0/10

Years Exp

Seaborn Intermediate

5.0/10

Years Exp

GitHub Copilot Intermediate

5.0/10

Years Exp

Work Experience

Data Analyst

Tabsons India (BARC India Partner)

Feb 2023 - Present

Designed and deployed 5+ automated Power BI dashboards tracking 20+ KPIs (Data Quality, Genre-wise content, reach, Duration-wise News), eliminating ~15 hours/week of manual reporting. Improved data quality and report accuracy by 30% by building structured validation pipelines for BARC India raw datasets using Python and SQL. Reduced report turnaround time by 20% by automating recurring data transformation workflows using Python (Pandas) and Power Query. Performed root-cause analysis on data discrepancies, resolving recurring misclassification issues in audience segmentation reports. Collaborated directly with client stakeholders to define KPI requirements and iterate on report design based on feedback.

Technical Support Executive

Sony India

Sep 2020 - Dec 2022

Handled a high volume of inbound customer calls and tickets daily, diagnosing hardware and software issues for enterprise and consumer clients while maintaining strict SLA compliance. Delivered clear, patient, step-by-step technical explanations to non-technical customers, adapting communication style to the caller's comfort level to ensure first-call resolution. Managed customer expectations during complex or delayed cases by proactively communicating status updates, reducing follow-up complaints and improving customer satisfaction. De-escalated frustrated or upset customers using active listening and empathy-led communication, converting difficult interactions into positive resolutions. Built performance-tracking dashboards in Excel to identify recurring fault patterns and root causes, reducing repeat tickets by ~15%. Coordinated with internal technical and escalation teams to resolve complex cases, ensuring consistent and accurate information was relayed back to customers. Maintained detailed, accurate case documentation for every customer interaction, supporting quality audits and knowledge-base improvement.