R
Ryan Rodrigues
About
Detail
Goa, India
Résumé
Jobs
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- eTechnical Analyst - Data Analyste-tailizeMar 2024 - Apr 2025 (1 year 2 months)Developed and automated data reports & dashboards in Excel and Power BI for tracking ticket volume, response times, and customer trends. Analyzed churn data to identify key drivers of churn and implemented strategies, reducing customer churn by 40%. Using data analysis to find customer pain points and recommended product enhancements, leading to decrease 40% recurring issues. Created and maintained HelpCenter documentation, improving self-service usage and reducing customer issue resolution time by 90%. Identified and reported bugs and issues using Jira and Azure DevOps, collaborating with developers to enhance platform stability. Optimized team workflows, improving internal response efficiency by 80% through process automation. Provided te
Software SpecialistConnectWiseSep 2021 - Mar 2023 (1 year 7 months)Provided technical support and troubleshooting for BrightGauge, ensuring seamless integration with third-party platforms. Assisted clients in dashboard creation, KPI tracking, and automated reporting, optimizing data visualization for business insights Diagnosed and resolved performance issues, API connectivity problems, and data sync errors to maintain system efficiency. Customized reports and dashboards to meet business needs, improving data driven decision-making. Working on SQL queries using PostgreSQL, MySQL, and MS-SQL to extract insights, improving data accessibility. Assisted in product testing, reporting bugs, and refining overall user experience. Worked with Salesforce & Zendesk to manage and resolve customer escalations efficient- Customer Service AssociateSitelJul 2019 - Aug 2021 (2 years 2 months)Provided email and call support for Trainline, Nectar, and Bell Canada using ServiceNow with having feedback score of 85+% on CSAT & NPS . Trained and coached new agents, reducing onboarding time by 30%. Deep understanding of support KPIs (AHT, SLA, NPS, CSAT) and strategies for customer retention.
Education
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- SQL Essential trainingLinkedIn LearningApr 2025 - May 2025 (2 months)
- NPython for data ScienceNPTEL onlineAug 2022
- MMasters of Science inJan 2020 - Jan 2022 (2 years 1 month)
- EPredictive Business Analyst CertificationEdupristine AcademyJul 2019 - Feb 2020 (8 months)
- Bachelor of SciencePatkar CollegeJan 2016 - Jan 2019 (3 years 1 month)
- WHigher Secondary CertificateWilson CollegeJun 2015 - May 2016 (1 year)
- SSecondary certificate examinationST. Dominic Savio High SchoolJun 2013 - Apr 2014 (11 months)
Projects (professional or personal)
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- QQuiccSep 2021 - Mar 2022 (7 months)A MSc-IT final year project website built on flask made for MRI based Brain Tumor detection and Heart disease prediction using deep learning algorithms.
- TTunedNov 2018 - Mar 2019 (5 months)A BSc-IT final year project made using visual studio 2017.It is awebsite for buying and selling musical instruments and learning classes.