Bravo Sawhney
Delhi
Summary
- Received Bronze award for consecutive 2 quarters for meeting targets and helping others creating healthy environment in the team
- Collaborator of the month for learning scheduling and doing it simultaneously
- Got rewards and accolades for efficiently handling critical outage scenarios single handedly
- Extraordinaire performer for the quarter 3rd 2017 for creating SL report that was used by the team to share data with stakeholders
- Appreciated for publishing multiple process and client level report on daily basis with accurate data
Overview
19
19
years of professional experience
Work History
Lead Business Analyst
American Express
07.2019 - Current
- Creating, managing and optimising schedules for various international markets for TLS LACC region .
- Maintaining regular connects with stakeholders to understand and accomodate changes if required in respective market.
- Working a integral part of outage management team , assisting stakeholders with timely resolution of technical issues for seamless working.
- Assisted Singapore team with short range forecasting eventually helping them to meet monthly targets
- Managing call volume, break optimization
- Increased team productivity through effective communication, collaboration, and resource management strategies.
- Generated standard and custom reports to provide insights into business performance.
- Provided technical support for troubleshooting analytics and reporting issues.
Business Analyst
American Express
12.2014 - 07.2019
- Publishing reports and data on daily, monthly and yearly basis.
- Sharing important data and reports with senior management and stakeholders
- Creating shifts for US market and doing break optimization for multiple markets
- Held sessions for new hires guiding them about leave policy and other applications
- Handling leaves, RTA and Dialer at the same time efficiently for GNA US
- Assisted scheduling team to manage daily timelines for different LOB in the process
- Have been transport spoc for entire US GNA handling the role efficiently for multiple years
Business Analyst
Genpact
06.2006 - 07.2011
- Worked as a team captain, managing various tasks with the team while delivering positive output.
- Worked as a SME for specific LOB assisting new hires
- SPOC for process competency tests and worked as the complaint SPOC for the process
- Joined as a customer care professional and was later trained to handle important clients of the business
Education
Bachelor Of Arts - Arts
MDS University
Ajmer 03.2008
Senior Secondary -
All Saints Sr. Sec. School
Ajmer 03.2005
Skills
- Knowledge of WFM tools Aspect, Genesys,
- Hands-on experience of GI2, IEX, Pulse, Gax
- Short range forecasting
- Scheduling on Genesys and Aspect
- Engaging team for recreation activities
- Stakeholder management
Strength
- Efficient team player with high level of integrity
- Handling multiple roles simultaneously with positive outcome.
- Organized and well structured at work and commited towards meeting goals .
- Learning from past and ensuring a better stand for future.
Timeline
Lead Business Analyst
American Express
07.2019 - Current
Business Analyst
American Express
12.2014 - 07.2019
Business Analyst
Genpact
06.2006 - 07.2011
Bachelor Of Arts - Arts
MDS University
Senior Secondary -
All Saints Sr. Sec. School