Abhilash Atmakuru
Sr.Data Analyst/MIS Analyst
Hyderabad,TG
Summary
With over 5 years of experience as a Senior Data Analyst and Workforce Management (WFM) Analyst at 24/7.ai Customer Pvt. Ltd., I have developed expertise in data analysis, reporting, and real-time performance monitoring. Currently, I am thriving in my role as a Senior Data Analyst at Tech Mahindra Pvt. Ltd., specializing in global operations and client coordination. Known for my organization and dependability, I excel at managing multiple priorities while maintaining a positive attitude. I am always eager to take on additional responsibilities to ensure the achievement of team goals.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Sr. Data Analyst
Tech Mahindra Pvt. Ltd.
12.2021 - Current
- Currently working as a Senior Data Analyst at Tech Mahindra Pvt
- Ltd
- With specialist experience in global operations and client coordination
- Expertise in MIS – Agent Database management, KPI reporting (Intraday, WTD, MTD)
- Proficient in real-time performance monitoring and SLA management
- Daily collaboration with Global Operations teams to track KPIs, meet targets, and recommend scheduling/process changes to meet SLAs
- Conducted root cause analysis to formulate countermeasures to business mistakes and improve operations
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations
- Coordinated development and deployment of data-driven and salable data visualizations
- Built reports and Dashboards using MS Excel and power BI
- Interacted with internal customers to understand business needs and translate into requirements and project scope
- Minimized reporting time by using VBA Macros
- Delivered clear, actionable observations and offered targeted recommendations for business improvement
- Built reporting suite and associated tools for delivering comprehensive data for different needs
- Understand various requirement sources of data and guide other team members to refer to the appropriate data source on a need basis
- Collaborated with business and IT groups to establish short-term and long-term goals
- Leveraged client data and available insights to improve alignment of business priorities and utilization of resources
- Resolved workflow issues to optimize team productivity and improve delivery times
- Tracked different KPI metrics daily and organized for reporting purposes
- Solved maintenance problems with existing and new digital resources and programming promptly to avoid customer service delays
- Liaised between operational and engineering teams to coordinate successful business improvement projects
- Reduced manual data entry errors by designing and deploying automated ETL processes to transform raw data into usable formats.
- Contributed to overall organizational growth through continuous improvement of data analytics capabilities and processes.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Assessed large datasets, drew valid inferences and prepared insights in narrative or visual forms.
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses.
- Served as a subject matter expert on various projects, sharing valuable insights derived from extensive industry experience as a Senior Data Analyst.
- Developed and implemented data collection systems and other strategies to optimize statistical efficiency and data quality.
- Spearheaded the implementation of dashboard visualization tools, providing actionable insights for stakeholders and decisionmakers.
- Delivered comprehensive reports highlighting key trends, patterns, anomalies, presenting findings to senior management for informed decision-making purposes.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
- Created and automated data visualizations to present insights and tell compelling stories.
- Partnered with IT teams to ensure seamless integration between databases and analytical tools, maximizing system efficiency across departments.
- Created data models to support decision-making processes.
- Developed complex dashboard and reporting tools to track business performance metrics.
Workforce Management (WFM) Analyst
24/7.ai Customer Pvt.Ltd
03.2015 - 12.2021
- An experienced Senior Data Analyst and Workforce Management (WFM) Analyst in 24/7.ai Customer Pvt.Ltd with 5+ years of expertise in data analysis, reporting, and real-time performance monitoring
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
- Drove continuous improvement efforts within the WFM team, identifying opportunities for process enhancements and implementing best practices.
- Coordinated with IT and Telecom departments to troubleshoot and resolve any technical issues impacting workforce management systems or tools.
- Managed overtime, shift swaps, breaks and PTO requests.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.
Education
Bachelor of Science - Information Technology
Bharat Institute of Engineering And Technology
Hyderabad, India 08.2009 - 12.2013
Skills
MS Excel
Macros
Power BI
ServiceNow
AWS
SFTP
Avaya CMS Supervisor 130
Verint Scheduling
Nuance Portal
QucikSite
Google Sheets
24/7 Assist Platform
Timeline
Sr. Data Analyst
Tech Mahindra Pvt. Ltd.
12.2021 - Current
Workforce Management (WFM) Analyst
24/7.ai Customer Pvt.Ltd
03.2015 - 12.2021
Bachelor of Science - Information Technology
Bharat Institute of Engineering And Technology
08.2009 - 12.2013