Data analysis and dashboard creation using Excel & MIS tools
Anshul Sahu
Manager CX Governance - Retail Finance
Dombivali
Summary
To add, value and take the origination to its maximum height with the help of my knowledge and innovative ideas.
Overview
16
16
years of professional experience
Work History
Manager CX Governance - Retail Finance
Piramal Capital and Housing Finance Limited
2024.05 - Current
- Oversee quality assurance processes for outsourced call centers, ensuring compliance with company and industry standards.
- Direct and track diverse processes: sales collections and inbound to maintain service quality and enhance operational efficiency.
- Compile and evaluate daily and monthly quality reports emphasizing sales performance analytics and actionable insights.
- Developed and streamlined 13 Excel-based SQ dashboards, cutting reporting duration from 5 days to 1 day while increasing data precision.
- Design impactful PowerPoint review decks for senior management illustrating KPI trends and business insights.
- Coordinate effectively with call center partners to offer actionable feedback and boost sales and service performance
- Enforce quality assurance measures and procedures with routine assessments aimed at optimizing service delivery.
- Facilitate impactful feedback sessions with call center agents elevating performance and sales effectiveness.
- Engage with Verint team in developing audit automation solutions that improve efficiency and minimize reliance on manual efforts
- notable accomplishments:
- Enhanced bot audit accuracy from 40% to 90% through optimization of AQM process. Developed MQM/AQM quality frameworks to establish performance benchmarks.
- Enhanced reporting efficiency via Microsoft Power BI dashboard automation, decreasing manual effort and elevating data accuracy and turnaround time.
- Streamlined sales lead automation, achieving over ₹2cr in cost reduction versus traditional cold calling methods
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Team Leader- Retail Assets
IDFC FIRST BANK Limited
2022.06 - 2024.05
- Manage a team of customer service representatives responsible for processing customer service requests, including account inquiries, loan applications, and Loan foreclosing.
- Create and implement processes to improve the efficiency and quality of customer service operations, resulting speedy response and best resolution to the customers.
- Monitor service quality and customer satisfaction levels regularly and provide timely feedback to team members to maintain high standards.
- Analyze customer service metrics and report findings to upper management to help in identifying areas for improvement.
- Generate reports to track team performance in terms of productivity, attendance, adherence to schedules, and quality of work output.
- Conduct training sessions for new hires, ensuring they are equipped with the necessary skills and knowledge to deliver effective customer service.
- Work closely with other departments, including Customer Care, Operations, Sales, marketing and Information Technology, to implement internal processes and systems improvements.
- Manage agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level objectives are met. Make scheduling adjustments and recommendations to management based on business requirement.
- Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide analysis to determine accuracy between staffing model requirements and actual schedules leading to improved organizational performance.
- Prepared Monthly Business Review decks for senior management.
- Maintained a daily progress report related to customer issues for future reference.
Assistant Manager- Operations
Mahindra Defence Systems Limited
2021.11 - 2022.06
- Managed 10 supervisors and met with them weekly for accountability/review.
- Assist the contact center manager with day-to-day contact center operations, business planning which will ensure the staff's operational efficiency and delivering a superior client experience.
- Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
- Assist the contact center manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, forecasted hours versus actual hours, payroll, etc.
- Determined the hiring needs for Production and submitted requests to Human Resources to fill.
- Organize employee focus groups for feedback for future employee development programs.
- Responsible for the management follow-through of the TOPs coaching program.
- Responsible for the management and adherence of the daily, weekly, and monthly performance reporting processes.
- Used Excel to group data and communicate results with the Director.
- Developed and implemented action plans for meeting performance goals.
Group Team Leader- Work Force Management
Altruist Technologies Pvt. Ltd.
2017.11 - 2021.11
- Experience in forecasting, planning and workforce management.
- Develop a capacity plan that meets customer needs, while maintaining compliance to supply and execution policies, throughput capacities and contractual requirements.
- Drive supply-demand match and mitigation plans for capacity gaps, as well as what-if scenarios to support decision making service and manage all over and under capacity to maximize utilization while protecting service levels.
- Manage key KPI and Optimize the plan for availability, revenue and cost.
- Provide input for headcount modeling calculations including seasonal variations and product launches by market.
- Review scheduling efficiency and provide recommendations for extra hour requirements, shift alignment changes, attrition backfill, etc. Provide analysis to determine accuracy between staffing model requirements and actual schedules leading to improved organizational performance.
- Responsible to deliver metrics at a monthly, weekly, daily, and intraday level for all queues.
Customer Interaction Management Team
Adecco Pvt. Ltd.
2016.03 - 2017.10
- (Idea cellular third party pay roll) Industry: Telecommunications
Team Leader (Partner assistance) – Operations
GVK EMRI Pvt Ltd.
2015.01 - 2016.03
- (Emergency Services) Industry: BPO
Team Leader – Operations
Aegis Pvt. Ltd.
2010.05 - 2014.04
- (Customer Service) Industry: BPO
Education
B. Com -
Lucknow University
2009-01
Intermediate - undefined
UP Board
2006-01
High School - undefined
UP Board
2004-01
Skills
Over 16 years of rich experience in Inbound/Outbound, social media, and web chat customer service platforms across Operations and Support functions
Work experience in Extensive and Diversified industries like in Financial Service – Bank – Customer Experience, Telecom Customer Service & Client management
Good hands-on experience in data analysis, forecasting, and scheduling, employee performance management, and Capacity planning
I possess a detailed understanding of workforce management and my strong problem-solving and analytical skills enable me to identify areas of improvement and implement effective solutions
Possess commendable interpersonal, communication & organizational skills with proven abilities in Team management and Customer relationship management
Overseeing quality assurance processes for outsourced call centers and managing multiple processes including Collections, Sales, and Inbound Proven track record in preparing detailed reports and presentations for senior management, ensuring high call quality and continuous improvement
Accomplishments
Piramal Finance:
• AQM Bot Optimization (Verint): Improved bot audit accuracy from 40% to 90% ; created MQM/AQM quality frameworks.
• SQ Dashboard Automation (Microsoft Power BI): Automated reporting , reduced manual effort, improved data accuracy & TAT
• AI Calling Bot (Lead Generation): Enabled automated sales leads, saving ₹2Cr+ cos t vs contact center cold calling
• Sales Excellence (FY24–25): Achieved ₹100Cr+ sales , driven via bottom performer improvement strategy
• Utkarsh Award (FY25–26): Resolved offer visibility gap in Salesforce, improving IB sales conversion
• DISHA Idea – ROI Calculator : Proposed tool to improve pitch clarity & customer conversion
• DISHA Idea – Smart Salutation: Reduced RPC errors via gender-based customer addressing
IDFC FIRST BANK –
• Honored with ACE Award – Outstanding Leadership (FY 2023–24) for driving team productivity, improving service quality, and achieving operational excellence
• Recognized as Best Excellence Scorer for 3 consecutive months
• Developed and implemented automated MIS trackers (Real-time Shrinkage , AHT & Occupancy ) to reduce manual effort and improve reporting efficiency
• Designed capacity planning , rostering , and hiring planner models, incorporating month-on-month attrition trends to enhance workforce planning and service delivery
ATPL-
• Created All-In-One consolidator (All-In-One i.e., Macro enabled file which would consolidate any excel file & if required also maps data Emp Id wise)
• Created Macro enabled dashboard for CMT & RTM teams to monitor interval wise performance.
Among the Top Leaders in terms of Performance
Idea Cellular -
• Achieved ever highest SLA Targets
• Recognized in UPE circle for improving Complaint Management TAT from 97% to 99%, ever highest achieved across all circles.
Aegis-
• Awarded for best Team Leader for consecutively two quarters in 2013.
• Worked on Special projects to Improve of ACHT and Call Quality scores across multiple teams and reduced Fatal Error with an improvement of 3%
• Handled CSAT improvement project across teams improved CSAT scores for 3 consecutive quarters by 11%, 15% and 13% respectively.
Interests
Process improvement and workflow automation
Workforce planning and productivity optimization
Learning new analytical tools and reporting techniques
Timeline
Manager CX Governance - Retail Finance
Piramal Capital and Housing Finance Limited
2024.05 - Current
Team Leader- Retail Assets
IDFC FIRST BANK Limited
2022.06 - 2024.05
Assistant Manager- Operations
Mahindra Defence Systems Limited
2021.11 - 2022.06
Group Team Leader- Work Force Management
Altruist Technologies Pvt. Ltd.
2017.11 - 2021.11
Customer Interaction Management Team
Adecco Pvt. Ltd.
2016.03 - 2017.10
Team Leader (Partner assistance) – Operations
GVK EMRI Pvt Ltd.
2015.01 - 2016.03
Team Leader – Operations
Aegis Pvt. Ltd.
2010.05 - 2014.04
Intermediate - undefined
UP Board
High School - undefined
UP Board
B. Com -
Lucknow University