Shashank Kumar
Lead Technical Operations Analyst @Equifax
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WORK HISTORY
Lead Technical Operations Analyst @Equifax
Toronto, ON, CA
As the Lead Technical Operations Analyst I drove significant improvements in data visibility, operational standardization, and team efficiency across the technical customer service function through process improvement, automation, and data-driven initiatives.Customer Health & Reporting• Designed, developed, and automated a Client Health Dashboard for top-tier customers, integrating multiple data sources to measure and track critical performance metrics, including customer sentiment, incident impact, hit rate, response rate, and error rate.(This work was formally recognized and praised by the VP of Operations and the COO of Equifax Canada.)• Delivered comprehensive weekly and monthly health reports and presentations directly to the Equifax leadership team, providing data-driven insights on client performance.Incident Management & Standardization• Authored a Standard Operating Procedure (SOP) for the global technical customer service team, ensuring consistent ticket data capture and updates within ServiceNow.• Created an automated data structure to extract, consolidate, and upload ServiceNow incident data into a central tracker, establishing a single source of truth for unified incident reporting and dashboard creation (tracking by client, platform, resolution, and impact).Process Improvement & Productivity• Led key process improvement initiatives focused on enhancing both the customer and agent experience.• Currently developing an integrated incident intake platform linked directly to the client website.• Designing an auto-assignment methodology based on keywords and severity (Sev) to efficiently route incidents to the correct executives, significantly increasing overall team productivity.
EDUCATION
SRM University
Bachelor of Technology
University of Waterloo
Master's degree
Blue Bells School International
PCM
ABOUT SHASHANK KUMAR
My 7+ year career is defined by transforming complex challenges into scalable, automated, and high-impact solutions. From building a multi-million dollar EdTech startup to driving digital transformation at a Fortune 500 company. I operate at the nexus of technology, data, and business strategy.The Equifax Impact: Strategic Analytics & AutomationMy current focus is on operationalizing intelligence and enhancing product stability:Architected Automated Client Health Intelligence: Engineered a Client Health Dashboard that integrates vast data to provide executive-level predictive insights on crucial indicators like customer sentiment and incident impact. This analytical product was formally praised by the COO and VP of Operations.Delivered Multi-Million Dollar Savings: Designed and implemented automation that slashed customer onboarding time by 80% and fortified fraud detection workflows, generating significant operational cost savings.Unified Global Incident Data: Solved a major pain point by creating the ServiceNow SOP and automated pipelines, establishing a single source of truth for unified, real-time reporting across all clients and platforms.Driving Future Productivity: Leading initiatives to deploy an AI/keyword-driven auto-assignment engine and a new intake platform to maximize executive efficiency and speed of response.Scaling Venture (MyCaptain Founding team member)As a Founding Team Member, I led Product Strategy, Growth Hacking, and Technical Integration, building the scalable tech stack, integrating Salesforce CRM, and deploying data analytics that fueled exponential growth in user acquisition and revenue.My EdgeWith an MS from the University of Waterloo, I specialize in leveraging data to create an unfair competitive advantage. My expertise spans Product Management (SaaS/Data), Advanced Automation, Strategic Business Intelligence, and Operational Scaling. I am actively seeking leadership roles where I can combine technical rigor with strategic vision to deliver unparalleled business results. Core Capabilities: Product Strategy, Operational Excellence, AI & Automation, Digital Transformation, Financial Strategy, and Growth Analytics.
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