Ashish Agnihotri

Highly accomplished Senior Business Analyst with a decade of consulting experience, known for transforming complex business challenges into actionable strategies that drive organizational success. Expert in harnessing data-driven insights to inform decision-making, streamline processes, and enhance operational efficiency. Proven track record in leading cross-functional teams, managing complex projects, and implementing innovative solutions that align with organizational goals. Seeking to bring expertise in data analysis, process optimization

Demonstrated ability to lead cross-functional teams, manage multi-million dollar projects, and deliver innovative solutions that yield significant ROI. Passionate about leveraging expertise in business analysis, stakeholder engagement, and strategic planning to empower clients to achieve their business objectives and gain a competitive edge. Eager to contribute to a forward-thinking consulting firm where excellence and growth are paramount.

Mastered expertise on Nexidia Interaction Speech Analytics tool (all versions) Features like Quality Central, Visual Query Builder, Discover, Auto Discovery, Enlighten XO, Dashboards, Scorecards and Advance Reporting (with visual and advance thresholds/calculations).

• Six SIgma Green Belt (March 2012)
• Six Sigma Black Belt (Persuing)
• Python (Basic Level)

Clients

• Blue Cross Blue Shield
• Cox Communications
• Comcast
• Uber
• BMW
• Global Life Insurance
• Hyundai
• Progressive
• Frontier
• Citi Bank
• Ergon Energy etc.

Projects type:

During working in RSystems for a client Cox Communications (US), managed to retain the business
contract for more than 5 years with positive outcomes and end user satisfaction
 Provided assistance to understand and improve the customer’s sentiment by providing the valuable
insights
 Developed 600+ queries to identify multiple issues or concerns for business to take suitable actions
 Helped business to identify the outliers and the business impact and assisted with the coaching
opportunities in order to improve business
 Developed multiple dashboards, QC portals, evaluations, scorecards and advance reporting for business
to keep track and gauge improvements daily, weekly, monthly and yearly basis
 Delivered insightful work products including PowerPoint (with executive summaries), Data level insights, Statistical insights, Visual Insights etc.

Churn (customers cancellations) was one of the many projects (US) we worked upon
 Overview & Methodology:
 Performed RCA to identify top issues/concerns that are leading to cancel requests
 Developed queries to quantify the top factors and understand the current run rate (no. of customers
calling to cancel)
 Discussed the action plans with ASCs
 Developed NIA reports for business to highlight top factors (agent/process/product level)
 After mutual agreement, delivered a final work product with detailed analysis which also include
Sentiment transition, word clouds, coaching opportunities, findings and recommendations with ROI
for business to take corrective actions for improvement
 With the successful implementation of corrective actions, business was able to save cancellations
with 30-40% (more than 1 million/quarter) of improvement
 Later delivered NIA reports (visual dashboards, scorecards, QC dashboards, evaluation forms) to
continue with the quality monitoring and track the improvement (weekly, monthly or yearly)
 Further opportunities were also suggested e.g. Increased Non-talk time which is affecting overall AHT which can also be looked as a new business case for further improvement saving

Successfully completed a whole project for a client Ergon Energy (New-Zealand)
 Overview & Methodology:
 Performed complete analysis to ensure agents are 100% compliant with Life Support Program
 Performed analysis and helped business with the automation of agent evaluations forms for audit to
ensure agents are compliant with Customer Security Checks as per Ergon’s quality standards
 Performed analysis and automated the evaluation process for business to ensure agents are compliant
with payment collection guidelines as per Ergon’s quality standards
 Performed sentiment analysis to help Ergon, align and analyze sentiment scores that are meaningful
for their business and aims to provide insights and challenges that are influencing the overall
customer experience
 All of the above analysis include multiple RCAs (root cause analysis), different statistical tests to
prove our hypothesis, story building, advances NIA reporting, PowerPoint development with
summary of analysis, insights, coaching opportunities and recommendations

Received client appreciation for all the efforts at successful completion for all the above project work

• A journey from Quality Analyst to Sr. Manager Process Excellence (Sr. Business Analyst Consulting) was tremendous.
• In a last 4 years, I have been promoted thrice TL > AM > Manager (jumped a position of LAM) > Sr. Manager (Sr. Business Analyst Consulting) role
• Multiple Awards from 2015 till 2024 for Outstanding attendance, Valuable player as a Sr. Business Analyst and Exceptional team work etc.

• To leverage my experience and skills in management to lead a high-performing team.
• To pursue further professional development opportunities and gain advanced certifications in my field.
• To contribute to innovative projects and drive strategic growth within the Organiation.