Surendra Chhotelal Prajapati

About

MIS analyst and team lead with 11+ years of experience across iGaming, BPO, e-commerce and accounting. Builds automated reporting and dashboards in Excel, Power Query, VBA and SQL, and has led teams while improving reporting speed, accuracy and decision-making.

Experience

• MIS Analyst, promoted to Team Lead
  Fiero Tech BPO Service L.L.C-F.Z
  Apr 2024 – Mar 2026

  Built and maintained automated Power Query pipelines, owned stakeholder review reports, ran audits across multiple brands, trained and managed 6 MIS analysts, introduced validation checks and presented MIS pack results.

• MIS Analyst
  Windaddy · Mumbai
  Sep 2022 – Mar 2024

  • Built analytical reports using advanced Excel modelling and pivot tables to support data-driven decisions across teams. • Automated daily, weekly and monthly KPI dashboards for marketing and operations using Power Query, cutting manual reporting work by 30%. • Worked with stakeholders and cross-functional teams to define KPIs and turn their business needs into reporting requirements. • Analysed large datasets across multiple websites and brands to spot trends that fed into planning. • Designed stakeholder dashboards with pivot charts and trend views that made marketing and operations KPIs easy to scan, and led automation projects that shortened reporting turnaround time.

• Senior MIS Analyst
  Fraazo (Freshvnf Idea Pvt. Ltd.) · Mumbai
  Aug 2021 – Aug 2022

  • Handled customer communications on Zendesk and Freshdesk across high-volume, multi-channel inquiries. Promoted to Senior MIS Analyst within 4 months based on my CRM analysis and reporting. • Built real-time Zendesk and Freshdesk dashboards that gave leadership live visibility into quality metrics and agent productivity, speeding up decisions by 25%. • Automated recurring reports with Excel Power Query, cutting manual effort by 40% and enabling same-day delivery of insights. • Used trend charts and visual scorecards on the dashboards to show quality scores and agent productivity over time. • Presented to executives, turning complex data into recommendations that improved service-quality scores.

• Operations & Logistics Executive
  Imagine Marketing India (boAt) · Mumbai
  May 2017 – Jul 2021

  • Led, trained and mentored a 15-member customer support team for over 4 years. • Owned the full customer request lifecycle (order processing, cancellations, complaint resolution) on Freshdesk CRM. • Coordinated logistics to keep order fulfilment on time and complaints resolved efficiently. • Prepared MIS reports and presentations for senior management to support decisions across the support function. • Found operational gaps and drove process improvements that raised team efficiency and customer satisfaction.

• Account Executive
  Sanjay Parmar & Co · Mumbai
  Oct 2014 – May 2017

  • Handled day-to-day accounting in Tally ERP 9, including journal entries, bank reconciliation, and the P&L, balance sheet and cash flow statements. • Monitored cash flow, coordinated vendor payments, and supported monthly closing, audits and statutory filings. • Prepared and filed GST returns and handled TDS computation and filing on schedule. • Led external audits for corporate clients, flagging financial discrepancies and improving reporting accuracy.

Education

• 2014
  Bachelor of Commerce

  University of Mumbai

  Financial Accounting & Auditing · Jun 2011 – May 2014

  Financial Accounting & Auditing · Jun 2011 – May 2014
• 2011
  Higher Secondary Certificate

  University of Mumbai

  Commerce · Jul 2009 – May 2011

  Commerce · Jul 2009 – May 2011

Skills

Tools / apps / platforms

Languages

🏆 Achievements & awards

• Automated reporting across three organisations

  Cut manual effort by 30-40% using Power Query and VBA.

• Real-time CRM dashboards

  Replaced static reports with live dashboards, speeding up executive decisions by about 25%.

• Team growth and leadership

  Progressed from individual contributor to leading teams of up to 15 and 6 analysts.

• On-time MIS reporting

  Maintained a 100% on-time record on executive MIS reports over two years.