Vivek Kanojia

kanojiyavivek@gmail.com

linkedin.com/in/vivekk-k-134221203

Summary
Currently working in Concentrix as a Sr Advisor Technical support. Formerly worked at TNL Pune as Operation
Associate, WNS Global Services as a Senior Operation Associate, Unifeeder in Front Office Customer Operations,
and Sea-link in Expo Doc Operations. Skilled in customer service, team leadership, and process optimization.
Seeking new opportunities to leverage my expertise in operations and make a significant impact.

Experience
Lead, Operation
Concentrix
Jun 2023 - Present (11 months)
I started my career in Concentrix in June 2023. I worked initially as a frontline support engineer
responsible for cyber security product like Windows Defender and Microsoft Defender for Endpoint and
provided technical solutions to our customer.
Developed strong skills in research and problem-solving while working in a support role, including
expertise in log analysis, conducting thorough investigations, and contributing to the determination of
root causes for various issues.
Possess comprehensive knowledge of Endpoint DLP (Data
Loss Prevention).
Responsible for researching and finding solutions for Azure issues.
Demonstrated a proactive approach by identifying loopholes and defects in products.

Sales Operations
BYJU'S
Dec 2020 - May 2023 (2 years 6 months)
● Streamlining Business Processes Anticipating requirements and evaluating processes to improve
efficiency.
● Sales Boost through Efficient Lead Management: Allocating leads effectively and managing them to
drive sales growth.
● Working closely with the marketing team to understand the lead generation process utilizing tableau.
● Develop and automate standard reporting, analysis, and tools to support
corporate, functional, or regional management teams.
● Carrying out data investigation and analysis by reviewing all steps the data-
flow from source to report.
● Cross-trained and provided backup support for organizational leadership.
● Participated in team-building activities to enhance working relationships.
● Trained new hires to perform cross-training exercises with experienced workers.
● SOP Creations and providing updates to the team on WOW basis.
● Data tracking on a weekly basis to improve lead efficiency,
● Used LeadSquared CRM software to maintain detailed contact logs and Leads Records.
● Implemented new working processes to deliver multiple improvements.

Vivek Kanojia - page 1

Senior Technical Support Specialist
Unifeeder Association with WNS
Dec 2019 - Aug 2020 (9 months)
● Work with JIRA filters, reporting, dashboards, workflows, fields, and JIRA administration.
● Handled import and export bookings for SSL such as Maersk,
Safmarine, CMA CGM, ZIM Line, Hapag Lloyd, Mediterranean Shipping Company
One Network Express, Evergreen Marine Corp.
● An understanding of a new process (Onshore). Establishing standard operating
procedures (SOPs). Provided training to offshore employees.
● Sending the Dangerous Good Declaration at the terminal and the Pre-Arrival Notice.
● Automating the penalty process to reduce the organization's penalty-related errors.
● Client calls to highlight improvements, cross-training within the organization for quality
performance.
● I worked closely with the operations team to provide excellent customer service and
foster a positive work environment.
● Handling end to end documentations for exports and imports
● Transition for new shipping project (Unifeeder a/s) and knowledge transfer in Europe,
experienced professional with 2 years of proven capabilities in customer service.

Sr. Associate
WNS
Jul 2018 - Aug 2020 (2 years 2 months)
• Provide accurate and timely reporting of information to customers including sending freight Invoice,
telex Invoice, amendment Invoice, insurance, and courier invoice by
checking their all exceptions, rates, and contract sheet.
• Pursues training and development opportunities; Strives to continuously build knowledge and skills
• Prepared SOA (statement of account) which is received from shipping lines and trucking
vendors.
• Preparing paid and pending payment lists of different vendors and sending
it to the reporting manager.
• Creating Daily Payment Entries to various vendors and oversea agents and send it to report manager
within the cut off time to make accurate payments.
• Credit and Adjustment entries against excess payments
• Coordinate with the automation team to help them in auditing of Rated BL, Freight Invoice,
Arrival Notice and Trucking invoices for automation purposes

US Imports Billing dept.

• Work on pre-alerts & manifest details in our system
• Work on check request & on DELIVERY ORDER
• Work on Arrival notices & Check on payment & OBL status.
• Solve queries of customer.
• Coordinate with Trucking team
• Check on all the rail shipments daily & on container status of all the shipments
• Work with SL / Carrier on disputes
• Coordinating with internal teams as well as external to solve customer \ SSL \ agent queries.
• Check Demurrage /Detention charge on basis of containers to get timely release.
• Handling mail box & work on all the important issues & resolve the same.

Vivek Kanojia - page 2

Customer Service / Booking Amendment Dept.
• Getting Appropriate Space & Size on carrier vessels as per customer requirement
• Creating New Booking in our system.
• Working on Booking amendment due to vessel delays as well changes by customer.
• Sending timely amendments and changes to customer due to delays from carrier.
• Constantly staying in touch with customer on booking related queries

Front Office Specialist

Sealink International Inc. Association with WNS
Jul 2018 - Dec 2019 (1 year 6 months)
● Coordinating with internal teams and external to solve customer-SSL-agent queries.
●Check Demurrage /Detention charge on basis of containers to get timely release.
● Invoice Creation and Accounting & Releasing final BL to customers.
● Getting Appropriate Space & Size on carrier vessels as per customer requirement
●Creating New Booking in our system.
● Documentation for FCL and LCL Shipments.
● Documentation for Foreign to Foreign Shipments.
● Cargo Insurance as per customer requirements.
● Work on pre-alerts & manifest details in our system
● Work on Arrival notices & Check on payment & OBL status.
● Working on Booking amendment due to vessel delays as well changes by customer.
●Sending timely amendments and changes to customer due to delays from carrier.

Online Support Specialist

Herbalife
Jun 2016 - May 2018 (2 years)
● Proficient in handling inbound calls and providing exceptional customer service to en-
sure a positive customer experience.
● Skilled in navigating the Herbalife website and helping customers with their order
placement, including identifying and resolving issues related to product availability, ship-
ping, and order tracking.
●Experience in resolving payment-related issues, including processing refunds, cancel-
ing orders, and troubleshooting credit card issues.
Experience in using CRM (Customer Relationship Management) tools and systems to
manage customer interactions and track customer issues.

Recruiting Operations Coordinator

Jun 2015 - May 2016 (1 year)
● Need to shortlist candidates as per Company Requirement, scheduled the Interviews
with HR/Hiring manager /Process manager
● Take follow ups with the Selected candidates, and make sure they won’t
leave the organization at least for 3 Months
● Worked in a recruiting team, had a Corporate Login to Naukri’s Website.

Customer Relationship Associate

Vivek Kanojia - page 3

 Friends Enterprises
May 2014 - Apr 2015 (1 year)
● In-bounds calls from customer(s) resolving health Related issues.
● If there are any health-related issues. then we need to confirm if they have any
health insurance.
● If not, we need to ask them if they wish to buy any insurance from
our company.
● If the customer(s) agrees then we need to book their appointment from our tie up health
insurance company.

Education
Savitribai Phule Pune University
2012 - 2019

Licenses & Certifications

Microsoft Certified: Azure Fundamentals - Microsoft

Google Sheets - The Comprehensive Masterclass - Udemy

UC-797777c0-9e3b-4a01-bd39-a4d15d148510

Data privacy and protection awareness - BYJU'S

The Complete SQL Bootcamp 2022 - Udemy

UC-6eb6acb4-6be7-4fee-ab9b-5267cfe6cd36

Basic of money - INDmoney

Reporting in Jira Software - Skillsoft

63836480

PL-300: Analysis & Sharing Features in Power BI - Skillsoft

63858339

PL-300: An Overview of Data Modeling in Power BI - Skillsoft

63859617

Tableau for Data Visualization: Introduction - Skillsoft

63860754

Tableau Desktop: Real Time Dashboards - Skillsoft

Vivek Kanojia - page 4

 63861521

CompTIA Linux+: Introduction to Linux & the Command Line - Skillsoft

63910155

Data Visualization Essentials - Skillsoft

64434422

Getting started in Excel 365 - Skillsoft

64637206

Secure Cloud Computing & Trusted Cloud Services - Skillsoft

64658587

Ethics and Project Management - Skillsoft

64658286

Excel Fundamentals – Formulas for Finance - Corporate Finance Institute® (CFI)

64681708

Reports for Partners - TUNE

p2hmvexw69

Skills
Teamwork • SAP CRM • Adobe Photoshop • Adobe InDesign • Customer Support • Customer
Follow-Up • Email Security • Email List Building • Email Solutions • TAT

Honors & Awards

Appreciation from Client - Greenways Recyclers
Apr 2019
Dear Vivek

Well done!
This is the same customer which we took over from front office after discussion with Diana & started
handing at our end.
Customer is very delighted with your work. Continue your good work .

Thanks & Regards,

Deputy Manager - Ops- WNS Global Services (P) Ltd

Recognition From Client - Deputy Manager - Ops

Dear Vivek,
You are handing work assigned by her very well. She is one of the demanding front rep to work with.
Vivek Kanojia - page 5
Really appreciate you hard work & dedication. Good Job!!

Thanks & Regards

Deputy Manager - Ops

Vivek Kanojia - page 6