Anoop Nair
Business Analyst & Project Management
Mumbai
Summary
An ambitious and business savvy management professional with an eventful career of nearly 9 years studded with professional brilliance predominantly in the areas of Data Analytics, MIS Reporting, Automation, Project Management, Client Servicing, Operation & Administration and Relationship Management. Seasoned Analyst with inherent quantitative and data analysis aptitude, complemented with in -depth knowledge of computer applications. Capable of keen observation and quantitative and qualitative analysis of facts and data. Proven technical and analytical skills, with understanding of databases & the ability to understand complex business requirements while formulating requirement-based reporting formats. Deft in streamlining the business operations through data analytics and collecting business related data to analyze the performance of the company, search the defect areas and provide inputs to earn revenue.
Overview
20
20
years of professional experience
Work History
Senior Business Analyst
FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd
Mumbai
01.2017 - Current
- Business Strategy & Planning:
- Analyse data and provide insight to drive positive business actions
- Creating impactful presentations with visual aids such as charts, graphs, and tables to convey key metrics and insights
- Crafting concise and clear messaging that emphasizes important points and highlights areas for improvement
- Monitor and report key business metrics to enhance service levels, through progress reports and weekly reviews
- Facilitate management review process with analytical insights and decision making
- Provide product & process specific feedback during audits
- Projects:
- Led a major project LEO (Logistics Enhanced Operations) for MEISA (Middle East, India & South Africa)
- Introduction of new low-cost technology for on road scanning to replace existing PPPAD/MPAD in all direct served and GSP operations
- Timely co- ordination with the regional spocs and ensure all milestones are achieved as per the timelines provided
- Co-ordination with vendors and procuring equipment’s for the
- Work experience project
- Sharing feedback to central LEO team enabling them to comprise country specific requirements including Hardware, Software, and Maintenance & Support systems
- Developed dashboards in Spotfire, Power BI and Excel
- Writing queries to extract data from EDW and creating macros to enable customized views in Excel
- Created business requirements documents for various projects
- Conducted business process improvement studies
- Developed business cases for new projects
- Presented business proposals to upper management
- Created process maps to document as-is and to-be business processes
- Documented business requirements using use cases and user stories
- Generated business intelligence reports to inform strategic decision-making
- Performed gap analysis to identify areas of improvement
- Projects and Vendor
Project and Vendor Management
Reliance Communications
Mumbai
12.2011 - 12.2016
- Vendor Management:
- Reviewing vendor performance on a weekly / monthly basis
- Monitoring the vendor WFM team by tracking the roster and agent availability
- Finalising on the monthly billing of the vendors effecting the Minimum Guarantee,
- Identifying the top call drivers and addressing the same with relevant stakeholders
- Periodic audit of existing processes to identify scope & opportunities for improvement
- Business Strategy & Planning:
- Product specific insight to business on key Contact Center projects
- Data modeling to drive positive business actions
- Provide management insight to support expansion through franchisee
- Tracking of franchisee seats and manpower
- Business process re-engineering inputs through study of top call generators
- Propose functionalities and tools for automation
- Conceptualize, design & implement value engineering initiatives to reduce CPC (calls per customer)
- Leadership Reporting:
- Monitor & Report key business metrics to enhance service levels, through progress reports and weekly reviews
- Facilitate management review process with analytical insights and decision making
- Provide product & process specific feedback during audits
- People Centricity:
- Employee Development (Identify training needs required for skill up-gradation and propose to apply for training courses)
- Multi-skilling of team members (Assign tasks to team members on rotational basis in order to ensure completion of work in absence of another team member)
- Negotiated and managed service level agreements with corporate vendors
- Implemented process improvements to streamline vendor management
- Developed and implemented project plans and budgets to ensure successful execution
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Data Analyst
Vodafone Essar Limited
01.2008 - 11.2011
- Publishing accurate and timely reports for management decisions
- Ensuring standardization and monitor accuracy of reported data points
- Monitoring the vendor MIS & WFM team by doing a real time queue monitoring, coordinating for increasing / decreasing the manpower as per process requirement
- Improving reporting efficiency by automation in Excel Macros
- Co-ordination with circles and getting the data on time
- Feedback and follow up with circles
- TRAI reporting for Customer Service related KPI's
- Publishing monthly Scorecards and providing process Improvement solutions
- Collating and comparing data with other Global Opco's
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Projects:
- Created a database tool that enables the management to retrieve monthly data fetching reports on an as-needed basis
- Utilized Excel VBA macros to automate report generation and enable automatic publishing of the reports.
MIS and Workforce Management
ICICI Bank Ltd
Mumbai
12.2003 - 01.2008
- Developed, implemented, and supported MIS requirements
- Ability to synthesize data from different platform to satisfy business objectives
- Analyze user requirements with emphasis on fitting the requirement to the best available reports and only wherever required develop new reports
- Managed a team size of associates
- Motivate and ensuring feedback to the team in achieving their targets
- Auditing of MIS and service requests prepared by team
- Handle requirements end-to end from development of reports to conducting acceptance testing, signoff with users and ensuring successful implementation of reports
- Analysis of productivity & efficiency, develop a production plan & process
- Investigation the Operational Metrics & providing the Root Cause Analysis, Fluctuations, issues to concerned with suggestions
- Coordination with business relationship manager and operation manager for forecast call volume
- Designing proper format required from business in terms of new Promo, new activity and process change
- Projects:
- Spreadsheet Elimination - Aim to eliminate the utilization of Spread Sheet from our daily work log by automation of reports generated and stored in a spreadsheet, either through customization in existing system reports available or through development of new system
- PBO Dashboard - To empower each officer to have access to their daily / MTD performance metrics i.e
- AHT, Aux Deviation, Email Productivity, Quality Score, FCR etc
- Developed web page for easy navigation for various products info and hyperlinks to various applications
- Developed MS Excel macros to automate scheduling tasks.
Education
SSC & HSC -
Bachelor’s - Commerce
04.2001 -
through distance education Program
Diploma in Computer Application - & Advanced Programming Techniques
Trainings & Workshop
Skills
Data Analytic and Tool Implementation
undefinedTimeline
Senior Business Analyst - FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd
01.2017 - Current
Project and Vendor Management - Reliance Communications
12.2011 - 12.2016
Data Analyst - Vodafone Essar Limited
01.2008 - 11.2011
MIS and Workforce Management - ICICI Bank Ltd
12.2003 - 01.2008
Delhi Commercial University - Bachelor’s, Commerce
04.2001 -
Maharashtra state board - SSC & HSC,
- Diploma in Computer Application, & Advanced Programming Techniques
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