ENDUR NARESH KUMAR
Hyderabad
Summary
I'm a results-driven analyst with 7 years of experience in optimizing customer service operations, business improvement, and project management, consistently delivering impactful outcomes. I'm excited to bring my expertise to a dynamic and reputable organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Workforce Management Senior Real Time Analyst
Uber India Systems Pvt Ltd
05.2023 - Current
- Managed Real Time activities and Queue monitoring, ensuring efficient performance from operations teams
- Prepared weekly adherence, shrinkage, and performance reports for stakeholders
- Strong in delivering Real-Time insights to stakeholders and collaborating across teams to drive efficiency and meet business goals
- Subject Matter Expert for Real Time Analysts and providing required support to manager Business as Usual
Workforce Management Real Time Analyst
Uber India Systems Pvt Ltd
05.2022 - 05.2023
- Acted as the primary contact for service-related escalations and resolved issues efficiently. Tracked all Line of Businesses to ensure Service Level Target are met and prevent backlogs in queues
- Worked on Nice tool to track and plot exceptions in real time, ensuring up-to-date accuracy.
Senior Associate Technical Support
Tech Mahindra
04.2019 - 03.2021
- Worked as Senior Associate Technical Support in an inbound Australian voice process, handling escalation calls and supported as a Subject Matter Expert for nesting batches
- Acted as Workforce Management Point of Contact for real-time queue monitoring, ensuring daily service level targets were met
Associate Technical Support
Tech Mahindra
08.2017 - 03.2019
- Worked in an inbound calling process, assisting customers with troubleshooting over the phone
Consultant
Sutherland Global Services
06.2016 - 08.2017
- Worked for Uber Indian Driver Sales Process, reaching out to drivers interested in joining the platform & Onboarding them
Education
MBA - Finance
Osmania University
Bachelor of Commerce -
Osmania University
Skills
- Project Management
- Stake Holder Management
- Vendor Management
- Google Sheets
- Google Sites
- Looker Studio
- Presentation
- Lean Six Sigma
- Public Speaking
- SQL
- Automation
Personal Projects
Automated NCNS Alerts & Dashboard
- Led a project using Google Apps Script to automate No Call No Show email alerts for team leads via Google Forms.
- Developed a Google Looker Studio dashboard for real-time incident tracking.
Unplanned Leaves Project (EMEA Region)
- Streamlined unplanned leave requests in EMEA by implementing a Slack workflow, replacing voicemail.
- Saved time for Workforce Management Analyst's and automated email notifications to team leads using mail merge.
Certification
- Getting Started as a Project Manager
- SQL Essential Training
- Excel Expert - MS Office Specialist (LinkedIn Learning)
Timeline
Workforce Management Senior Real Time Analyst
Uber India Systems Pvt Ltd
05.2023 - Current
Workforce Management Real Time Analyst
Uber India Systems Pvt Ltd
05.2022 - 05.2023
Senior Associate Technical Support
Tech Mahindra
04.2019 - 03.2021
Associate Technical Support
Tech Mahindra
08.2017 - 03.2019
Consultant
Sutherland Global Services
06.2016 - 08.2017
Bachelor of Commerce -
Osmania University
MBA - Finance
Osmania University
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