Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Anup Thakur

Anup Thakur

MIS Sr. Analyst and Trainer
Noida

Summary

Experienced in developing engaging training programs and delivering impactful workshops, tailoring content to diverse audiences for clarity and practicality. Excels in fostering interactive learning environments and motivating participants to achieve their full potential. Inclusive individual with dynamic presentation and facilitation skills, offering planning and stakeholder management expertise while building rapport with diverse groups and participants.

Overview

10
10
years of professional experience
1
1
Certification
3
3
Languages

Work History

MIS Sr. Analyst and Trainer

DishTV India Ltd.
11.2021 - Current
  • Handling PAN India Training Reports, in addition to SME (Subject Matter Expert) responsibilities.
  • Handling the creation, management, and analysis of training reports that cover the entire country of India.
  • Acting as a Subject Matter Expert, providing specialized knowledge and guidance in a particular area.
  • Improved data accuracy by conducting thorough reviews of existing databases, identifying inconsistencies and rectifying discrepancies.
  • Led the creation, maintenance, and distribution of daily, weekly, and monthly performance reports for PAN India DishD2h Training departments.
  • Regularly interacted with department heads, team leaders, and clients to understand reporting requirements, provide data-driven insights, and address any reporting concerns or challenges.
  • Designed and maintained interactive dashboards to track key performance indicators (KPIs/KRAs).
  • Monthly training “Execo” data, Trainer Score Card, Hiring process of GSC.
  • Providing Expert Advice, Ensuring Accuracy, Training and Mentoring, Contributing to Projects, Content Creation, Collaboration.
  • Developed custom MIS reports to support the organization''s strategic objectives and KPI tracking.
  • Mentored junior analysts, fostering professional development while enhancing overall team performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Designed, developed, and maintained advanced MIS dashboards and reports using Excel, Power BI, and SQL to support business decision-making.
  • Automated reporting processes, reducing manual effort and improving data accuracy.
  • Generated ad-hoc reports to evaluate specific business requirements.

Process Trainer & WFM Specialist

Aegis Customer Support Service Limited
09.2015 - 11.2021
  • Initial 9 months as L1 desk, next 19 months as L2 desk, trainer experience for 41 months and 6 month as a WFM RT under Flipkart process.
  • Training and Refresher Planning for NHT batches and existing employees.
  • Strategy preparation towards achieving training KPIs and meeting client expectations.
  • Initiation of process improvement and designing framework for successful executions.
  • Responsible for update dissemination and product updating in Knowledge Management Portal.
  • Keeping strong eyes on training governance.
  • Interaction with clients to understand their expectations.
  • Taking care of Apprentice Population in Dish TV process for training and coaching session.
  • Under Flipkart process I am working as a WFM RT wherein I have to manage real time challenges & queue, manage real time reports support the Ops department to deliver their best.
  • As a Process Trainer: COT (Champion of Tomorrow) training initiated to improve the overall performance of BQM (C & D bucket) associates.
  • Project R.A.W initiated to win back our deactivated/ left customers.
  • Initiation of Renaissance Training Program to improve overall performance of C & D bucket.
  • To reduce the ACHT of repeated defaulters and to improve the overall performance.
  • Initiated improve system navigation for Nesting Advisors.
  • Started Weekly Knowledge test to improve the product knowledge of the associates.
  • To improve the floor retention percentage and also to improve CSAT (Customer Satisfaction) Score of the repeated defaulters.
  • As a WFM RTA, I have to constantly interact with the Clients regarding call volume real time challenges.

Education

B.Com -

Sikkim Professional University

Higher Secondary - undefined

Adarsha Madhyamik Vidyalaya

Secondary - undefined

Andal Mahabir High School

Skills

Performance analysis reporting
Dashboard Preparation
Expertise in advanced Excel functions
Power BI
SQL
Motivational Skills
Leadership Skills
Presentation Skills
Interpersonal Skills
Communication Skills
Employee engagement strategies
Sales & Deviation in SAP (Systems, Applications, and Products in Data Processing)
Pursuing Master classes:
o Tableau
o ChatGPT

o Micro excel

Certification

Expert Examination in E-Sales, Research Software Solution Pvt. Ltd.

Accomplishments

· Single handedly managing the above tasks, and got recognized by higher management for it

· “0” escalation from sites on my project

· Creating and delivering highly effective training programs

· Deep Domain Knowledge: Extensive expertise in my specific field

· Collaboration and Teamwork: Ability to work effectively with others

· Continuous Learning: A commitment to staying up-to-date with the latest developments in their field

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Timeline

MIS Sr. Analyst and Trainer

DishTV India Ltd.
11.2021 - Current

Process Trainer & WFM Specialist

Aegis Customer Support Service Limited
09.2015 - 11.2021

Higher Secondary - undefined

Adarsha Madhyamik Vidyalaya

Secondary - undefined

Andal Mahabir High School

B.Com -

Sikkim Professional University

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Anup ThakurMIS Sr. Analyst and Trainer