Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Work Availability
Timeline
OperationsManager
Dhawal Patel

Dhawal Patel

Manager | Data Analytics And Reporting
Hyderabad,TS

Summary

Overall 16 years of experience in reporting and analysis having expertize in providing data-driven answers to complex strategic challenges. Significant experience in handling large amounts of data using powerful analytical tools for various business analysis and leadership reviews.


Overview

15
15
years of professional experience
8
8
years of post-secondary education
3
3
Certifications

Work History

Manager - Analytics & Reporting

Avaya
Hyderabad, TG
01.2019 - Current
  • Global KPI Reporting and Analysis – Managing and analyzing KPI Reports for Global audience. Developing and maintaining various reports and dashboards for Executive leadership while catering to ad-hoc analysis requests at product and region level. Accountable to set KPIs for day 2 support team under leadership guidance.
  • Web Analytics (Using Webtrends and Adobe SiteCatalyst) – Responsible for Web metrics tool(Support web site, Mobile site and Mobile App) to provide reports and analysis on website statistics and improve user experience, search optimization, knowledge centered service and conversion rates.
  • Customer Satisfaction (CSAT) - Accountable for Global CSAT ( both operational and transactional) reporting and analysis to identify opportunities to improve CSAT
  • Speech and text analytics – Analyzing sets of call-recordings/chat-logs for quality monitoring, compliance purposes and opportunities to provide insights on team/individual performance to predict customer behavior and improve customer experience.
  • Developing Reporting Tools for Avaya needs – Managing all phases of collecting and analyzing requirements from internal stakeholders, building business logic, developing POC and coordinating with dev teams to create new reporting capabilities
  • Resource Management – To recruit, manage, mentor and assess internationally distributed team of analysts. Manage day-to-day operations in Analytics team (7 members) in addition to task prioritization, project assignment and workload management.
  • Data Models - Experience working all phases of Data Science and Machine Learning. Data Extraction, Data Pre-processing, Data Wrangling, Exploratory Data Analysis, Building Predictive Models, Model Evaluation, Data Visualization to solve complex business problems.

Team Leader Manager

DXC
05.2017 - 12.2018
  • Built and execued monthly/weekly KPI reports, Staffing reports, Utilization reports.
  • Ensured schedules for managers and engineers are met in all relevant tools for proper functioning of business for L1 and L2 support.
  • Acted as key member from Reporting team to migrate all customers from Siebel to Service Now Ticketing system, Reporting needs , Database Tables.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Saved revenue by performing SLA Penalty Analysis for DXC Customers on Quarterly/Monthly.
  • Coordinated with different process heads and team members for data and operational issues pertaining to schedules and staffing globally.

SENIOR ANALYST

AVAYA INDIA Pvt Ltd
08.2007 - 04.2017
  • Worked on various analytical projects based on requirements of senior management and presented analytic results to non-technical audience.
  • Worked on automation projects (automation of regular manual reports).Acted as single point of contact for MIS resources (APAC) in terms of data churning from SQL data base for various adhoc requirements.
  • Acted as SPOC for various business continuity project requirements.
  • Documented procedures and business processes contributing to knowledge repositories.

Education

M-Tech - Data Science

BITS Pilani University
Pune, MH
03.2019 - 04.2021

Executive MBA - Business Administration And Management

Symbiosis International University
Pune, MH
03.2008 - 04.2010

B.E - Electronics And Telecommunication

Priyadarshini College of Engineering
Nagpur, MH
06.2002 - 03.2006

Skills

Data Analytics, Python

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Additional Information

  • Avaya Touchstone award (a merit award for top most performers)
  • Performance Award - Migration Project from Siebel to Service Now
  • Ovation Award - Automation of manual reports which saved OM's 60% of time.
  • Innovation Award - Identifying gaps between process.
  • You Made Difference Award - Twice for handling critical customers ( Bank of America & JPMC )

Certification

PRINCE2 Foundation in Project Mgmt

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

M-Tech - Data Science

BITS Pilani University
03.2019 - 04.2021

Manager - Analytics & Reporting

Avaya
01.2019 - Current

PRINCE2 Foundation in Project Mgmt

12-2017

Team Leader Manager

DXC
05.2017 - 12.2018

ITIL Foundation

08-2013

Oracle Certified Associate

10-2008

Executive MBA - Business Administration And Management

Symbiosis International University
03.2008 - 04.2010

SENIOR ANALYST

AVAYA INDIA Pvt Ltd
08.2007 - 04.2017

B.E - Electronics And Telecommunication

Priyadarshini College of Engineering
06.2002 - 03.2006

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Dhawal PatelManager | Data Analytics And Reporting