Abhijit Mishra

• Oversaw access management for both internal and external applications, aligning with roles and rights in accordance with information security policies, approvals, and compliance and audit methodologies.
• Implemented Identity Management strategies including Provisioning, Deprovisioning (Add, Modify, and Terminate), Role-Based Access Controls, and Workflow processes. Also managed Access Management, focusing on Authentication and Authorization.
• Created business-required performance reports and daily system health checkup reports.
• Worked on ServiceNow assigned incidents and creation of change requests.
• Exhibited robust problem-solving skills to address security challenges and mitigate risks effectively.
• Collaborated with cross-functional teams to proactively identify and resolve security issues, fostering a secure environment.
• Played pivotal role in maintaining secure environment by staying abreast of latest security trends.
• Successfully managed multiple assignments, meeting stringent deadlines, and effectively presenting financial impacts.
• Handled approximately 10 projects across US, Jamaica, and Canada, sharing performance metrics with executives.
• Developed sophisticated tools and reports for financial analysis, providing insightful recommendations for business results.
• Solely managed daily, weekly, and monthly reports, including automated Fixed Asset reconciliation.
• Partnered with teams to standardize processes and implemented improvements in Financial Planning & Analysis (FP&A).
• Conducted ad hoc analysis, served as a reporting point person, and contributed to monthly processes for financial planning and variance reporting.

Project 1:

• Focused on optimizing agent headcount across 16 US centers for top US insurance company using data from SharePoint.
• Consolidated agent metrics and volume, sharing trends and dashboards with top management for predictive analysis.

Project 2:

• Involved reporting and analysis for leading healthcare device manufacturer, creating reports and importing raw data from Siebel for forecasting and service level calculations.
• Developed dashboard for customer escalations, reducing duplicity in efforts and saving headcount.
• Coordinated with onsite team on scheduling, training, intraday requirements, and real-time challenges.
• Conducted predictive analysis and short-term forecasting for calls based on actual past data, calculating FTE requirements and service level predictions.

Project 3:

• Revolved around reporting and analysis for a leading computer manufacturer’s Sales Compensation, using QlikView and MS Power BI.
• Data was fetched from Data warehouse/Datamart, applying logic/codes and storing results in Txt /CSV format.
• Creation and modification of dashboards on QlikView and Power BI were integral to project.
• Project has been ongoing since August 2017, emphasizing maintenance and creation of new dashboards.

• Lead customer workflow management team initiatives and delivered business objectives.
• Prepared schedules in IEX and Excel Templates as per requirement to meet process Service Level Agreement (SLA).
• Coordinated with RTA/OPS team to update on different aspects related to scheduling, training, intraday requirements, and other real-time challenges.
• Conducted short-term forecasting based on actual past data for calls (Trend Analysis).
• Calculated Full-Time Equivalent (FTE) requirements to handle calls (Day wise or Interval Wise).
• Shared various types of analysis with end-user.
• Created various dashboards depending on end user’s needs, used to do predictive analysis on excerpt from processed data.
• Implemented tool that captures time and volume for back-office projects.

• Worked for over 6 years in a fast-paced environment, providing services and support to customers.
• Responsible for developing, implementing, and supporting various solutions to help clients with their business needs.
• Achieved several successes in streamlining operations and increasing customer satisfaction.
• Responsibilities included: Ensuring accuracy, timeline, and generation of all business reports.
  Producing productivity reports, SLA reporting, comments analysis, analysis of dropdown and overcoming trend plans, and throughput analysis for overall process improvement.
  Adhering to real-time requirements through IEX or CMS Avaya, planning, scheduling, allocating, and coordinating available staffing resources as per requirements.
  Rostering and scheduling as per process requirements.
  Monitoring volume, AHT, and staffing trends to forecast; ensuring understanding of variation, and solving staffing gaps in planning process or intra-day management.
  Attending weekly intraday tactical meetings, service review meetings, and weekly operational, performance, and planning meetings.
• Worked on project named SRP (Span Revival Program), focusing on non-performers, providing them feedback and mentoring to increase their productivity and scores.
• Served as a Training Assistant (T.A.) in AOL UK Broadband & handled On Job Training (OJT) Teams.
• Provided expert assistance to end-user of AOL Broadband services.
• Responsible for escalating concerns/faults to BT and Fujitsu and following up on cases with same.
• Experienced in conducting Technical Training and development Programs for fresh batches and providing refresher coaching to existing employees while in AOL UK Broadband process.
• Responsible for smooth processing of technical assistance while adhering to guidelines from clients.
• Spoke to customers in native language to increase loyalty and establish relationships