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Vikram Mathews Varghese, Customer Service Associate

Vikram Mathews Varghese

Customer Service Associate·Delaware North

United Arab Emirates

Master's degree, Global Business

Work experience

Total years of experience: 5 years, 3 months

Customer Service Associate

January 2022 - February 2025

Delaware North

London, United Kingdom

January 2022 - February 2025

• Delivered customer service excellence at major Premier League venues (Emirates, Wembley, London Stadium), managing transactions up to £4, 000 per shift.
• Supported new staff onboarding and kiosk system training for high volume operations.
• Maintained compliance and operational accuracy in a fast paced, regulated environment.

Company industry:
Hospitality & Accomodation
Job role:
Hospitality and Tourism

Operations Manager

January 2022 - October 2024

NERO HOLDINGS Ltd.

London, United Kingdom

January 2022 - October 2024

• Conducted training sessions and performance reviews, improving team KPIs by over
25%.
• Supervised and motivated a 10 member team, conducting regular training and
coaching to enhance performance.
• Attained monthly revenues exceeding £80, 000 through strategic upselling and
decisions.
• Led the team in Kaizen activities focused on customer service enhancements and
process improvements, resulting in over 90% satisfaction ratings.

Company industry:
Catering, Food Service, & Restaurant

Project Coordinator

January 2019 - January 2021

MARK ZONE ENTERPRISES PRIVATE Ltd.

Kerala, India

January 2019 - January 2021

• Defined project scopes, schedules, and deliverables in collaboration with
stakeholders to ensure alignment with business needs.
• Identified project risks, tracked issues, and initiated corrective actions to prevent
delays.
• Created, formatted, and maintained project documentation including technical
specifications, status reports, and SOPs.

Company industry:
Retail & Wholesale

Education

Coventry University

September 2022

September 2022

Master's degree, Global Business

United Kingdom

GPA (percentage): 76%

GPA (percentage): 76%

Marketing in a Global Age - Analysed international market entry strategies, developed a simulated go-to-market plan, and applied digital and cross-cultural marketing principles. Leading in a Changing World - Explored change management models, leadership theories, and cultural intelligence; applied leadership simulations to tackle global organizational challenges. Managing International Trade - Conducted case analysis on trade policies, logistics, and risk management; assessed WTO regulations and free-trade agreements for business growth strategies. Strategic Management - Evaluated competitive positioning frameworks (Porter’s Five Forces, Blue Ocean, Balanced Scorecard); delivered a strategic roadmap for a multinational corporation. Business & Management Research Methods - Designed research methodologies, applied statistical tools, and conducted data-driven decision-making to support the MBA dissertation. Managerial Finance - Applied financial modelling, capital budgeting, and risk-return analysis to assess multinational investment decisions. Global HRM Strategies - Studied global talent management, cross-border workforce planning, and the impact of employment law on multinational firms. Project Management - Developed project charters, work breakdown structures, and risk registers; applied PRINCE2 and Agile frameworks to real-world case studies. Corporate Social Responsibility (CSR) - Researched sustainability frameworks (Triple Bottom Line, ESG) and presented a CSR strategy proposal for an international firm. MBA Dissertation (74%) - Researched [insert your dissertation topic if you’d like me to phrase it], critically analysed data, and proposed recommendations for business growth in a global context.
View attachment

Chartered Management Institute

September 2022

September 2022

Higher diploma, Strategic Management and Leadership Practice

United Kingdom

GPA (percentage): 70%

GPA (percentage): 70%

Strategic Leadership - Developed advanced skills in leading change, setting vision, and aligning organizational culture with long-term objectives. Corporate Strategy - Learned to analyze competitive environments, evaluate risk, and design sustainable business strategies. Decision-Making & Governance - Applied critical thinking, corporate governance, and ethical leadership principles in complex business contexts. Operational Excellence - Gained expertise in performance management, resource allocation, and building high-performance teams. Innovation & Change Management - Applied structured methodologies to lead transformation projects and embed innovation into strategy execution. Stakeholder & Risk Management - Enhanced ability to influence key stakeholders, manage global risks, and drive value creation.
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Bishop Jerome Institute, Kerala University

February 2019

February 2019

Bachelor's degree, Mechanical Engineering

India

GPA (percentage): 59%

GPA (percentage): 59%

Thermodynamics & Heat Transfer - Understanding of energy systems, HVAC, engines, and power cycles. Fluid Mechanics & Hydraulics - Application of flow dynamics in pumps, turbines, and piping systems. Strength of Materials & Solid Mechanics - Stress-strain analysis, fatigue, and material behavior under loads. Manufacturing Processes - Exposure to machining, casting, welding, CNC, and advanced manufacturing methods. Design & CAD - Skilled in mechanical design, 3D modeling (AutoCAD, SolidWorks, CATIA, or similar), and tolerance analysis. Kinematics & Dynamics of Machinery - Mechanism design, vibrations, and motion analysis. Control Systems & Mechatronics - Basics of automation, robotics, and system dynamics.
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Skills

Team Building
Expert
Team Building
Expert
Quantitative Analysis
Expert
Quantitative Analysis
Expert
Staff Training
Expert
Staff Training
Expert
Agile Project Management
Expert
Agile Project Management
Expert
Strategic Thinking
Expert
Strategic Thinking
Expert
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
SUPERVISION
Intermediate
SUPERVISION
Intermediate
COACHING
Intermediate
COACHING
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
EMPLOYEE PERFORMANCE MANAGEMENT
Intermediate
INSTRUCTING
Intermediate
INSTRUCTING
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
LECTURING
Intermediate
LECTURING
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
Business Development
Intermediate
Business Development
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Administration
Intermediate
Administration
Intermediate
Marketing
Intermediate
Marketing
Intermediate
Customer Service
Expert
Customer Service
Expert
Operation
Intermediate
Operation
Intermediate

Languages

English
Beginner
Hindi
Beginner

Training and Certifications

Certifications
Investment Banking virtual experience program
LinkedIn Learning: Excel - Pivot Table for Beginners
PRINCE2 Agile® Practitioner

Hobbies

  • Football Case Study & Analysis
    Successfully predicted approximate success a football club will achieve based on data related to first team recruitments and performances. Projected the maximum a club can achieve if multiple variables align together.