K Ashish Kumar
Hyderabad
Summary
Dynamic professional skilled in data analytics, business analytics, project management, workforce management, and operations management. Demonstrated success in both individual contributor and people manager roles.
Overview
9
9
years of professional experience
Work History
Manager – (Analytics & MIS)
Apollo Hospitals Enterprises Limited
09.2022 - Current
- Monitored and tracked performance metrics for Sales & Marketing department.
- Utilized Excel's advanced functions for sophisticated data analysis.
- Leveraged Microsoft Dynamics 365 and Salesforce CRM tools to boost operational efficiency.
- Developed various templates and reporting dashboards tailored to project requirements.
- Provided performance deck to department head with key insights.
- Share monthly performance reports with Unit CEOs by providing key insights.
- Refined report format and content based on collected input.
- Involved in strategy planning sessions.
- Created monthly reports for senior management summarizing operational performance metrics.
- Managed project activities (Project plan, Objectives and Scope)
- Communicated project status and progress updates to leadership.
- Supported the implementation of a new referral channel (HIRA).
- Implemented DreamSol application to monitor productivity of Sales team.
- Coordinated with finance department for effective agreement management.
- Contributed to ongoing Salesforce project for seamless integration.
Assistant Manager – (Operations)
Concentrix Daksh India Private Limited
04.2021 - 09.2022
- Oversaw a dynamic team of 30 associates and 2 SMEs.
- Aligned business objectives to the team with organizational goals.
- Executed scheduled tasks to ensure SLA compliance at the call center.
- Engaged in weekly business reviews with clients.
- Facilitated briefings to enhance team knowledge.
- Monitored and tracked performance progress.
- Conducted thorough Root Cause Analysis to identify issues.
- Engaged in calibration sessions.
- Built trust among team members, fostering a positive environment.
- Mediated team member conflicts to foster a positive work environment.
- Created growth opportunities to encourage employee advancement.
- Reduced team attrition and shrinkage through effective engagement plans.
Analyst (WFM)
Concentrix Daksh India Private Limited
Visakhapatnam
07.2017 - 04.2021
- Designed, analyzed, and executed dialer strategies to align with client and organization goals.
- Oversaw the dialer system ensuring optimal call center performance.
- Designed and executed Dialer Campaigns with multiple workgroups and filters.
- Created an efficient reporting framework for tracking campaign metrics.
- Conducted dialer data analysis and generated insights.
- Provided recommendations based on data analysis results.
- Highlighted issues and facilitated corrective actions.
- Met penetration targets consistently.
- Handled administration of Dialer IDs.
- Maintained close supervision of call volume at an inbound call center to ensure SLA compliance.
- Assessed volume fluctuations against forecasts to enable course corrections.
- Oversaw creation and maintenance of records for irregularities, issues, and fixes.
- Conducted intraday adjustments to enhance resource efficiency.
Sr Executive, SME (Operations)
Concentrix Daksh India Private Limited
Visakhapatnam
12.2016 - 07.2017
- Acted as a subject matter expert for voice, email, and chat services.
- Oversaw team of 10 in Service Recovery Desk to manage potential customer escalations.
- Delivered comprehensive solutions for escalated concerns.
- Trained new employees through direct, hands-on guidance.
- Led training sessions on product and process to enhance customer service.
- Conducted error trend analysis to identify gaps.
Customer Service Executive
Concentrix Daksh India Private Limited
Visakhapatnam
12.2015 - 12.2016
- Handled a high volume of inbound calls daily efficiently.
- Resolved customer queries through email correspondence.
- Secured high C-SAT score through exceptional customer service.
Education
B. Tech - Electronics and Tele Communication Engineering
Biju Patnaik University of Technology
Rourkela04-2014
Skills
- Leadership
- Strategy planning
- Analytical thinking
- Data management
- Project management
- Advanced Excel Proficiency
- Microsoft Word Proficiency
- Mid-Level PowerPoint Skills
- Introductory Power BI Skills
- Basic SQL Proficiency
Disclaimer
I hereby, declare that the information furnished above is true to the best of my knowledge.
Websites
Accomplishments
- Top Gun Award – Achieving the all the KPIs consistently
- Super Talented Achiever (STAR) Award – Being the most valuable player in team
- Top Talent Award – Consistent performance, taking ad-hoc responsibilities for meeting business goal
- C.A.R.E Award – Excellent work in Service Recovery Desk
- Going Extra Mile (GEM) Award – Continuous support in Work Force Management
Timeline
Manager – (Analytics & MIS)
Apollo Hospitals Enterprises Limited
09.2022 - Current
Assistant Manager – (Operations)
Concentrix Daksh India Private Limited
04.2021 - 09.2022
Analyst (WFM)
Concentrix Daksh India Private Limited
07.2017 - 04.2021
Sr Executive, SME (Operations)
Concentrix Daksh India Private Limited
12.2016 - 07.2017
Customer Service Executive
Concentrix Daksh India Private Limited
12.2015 - 12.2016
B. Tech - Electronics and Tele Communication Engineering
Biju Patnaik University of Technology
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