Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

HARSHA NAIR

Looking for PMO, Business Analyst, Customer Success Opportunities
Bengaluru,KA

Summary

  • Business Analyst with over 17 years of experience in operational excellence & business strategies, including but not limited to: Process Analysis, Needs Analysis, Feasibility Studies, Requirements Analysis,
  • Expert in fostering and maintaining client relations by supporting their Customer Service Quality Management and Consumer Research & Analysis
  • Specialized in analyzing behaviors, protocols and techniques to ascertain efficiency of quality parameters
  • Expertise in managing multiple projects and data quality initiatives in line with business SLAs
  • Skilled in analyzing business user requirements to automate and improve existing systems and review system capabilities, workflow, and limitations
  • Experience in interpreting business requirements and translating into master data solutions to reduce process inefficiencies
  • Pursuing executive PG program in Data Science Science and Business Analytics from Great Learning in collaboration with Texas University

Overview

15
15
years of professional experience
1
1
year of post-secondary education

Work History

Global Coding Instructor

Byju’s Whitehat Education
10.2020 - 08.2021
  • Enabling young minds to learn coding to switch from a consumer mindset to a creator mindset
  • Teaching JavaScript programming fundamentals and basic object-oriented concepts using the Blockly, which uses visual blocks that you drag and drop to write programs
  • Help students use code.org programming environment to design apps, games
  • Teaching students using distance learning techniques
  • Encourage student participation and lead student discussions to keep them active and engaged in learning
  • Monitored student's progress relative to their individual course schedule and ensured to follow all the guidelines as appropriate
  • Provide feedback to students and assign grades to their coursework
  • Maintained a positive attitude and demonstrated enthusiasm during engagement with students and co-workers
  • Motivated At-risk students to progress through course assignments.

Business Planning Analyst

DXC Technology, HP
03.2015 - 02.2019

Accounts Managed: Sulzer, Mahle Behr, Nestle

  • - Manage and worked across BPS to create and implement process improvement business strategies
  • Streamline daily business operations by looking for ways to cut costs, maximize productivity.
  • Analyze all factors contributing to business unit’s costs and find better alternatives.
  • Collaborate with managers and staff to implement plans, write reports outlining various business strategies, and design detailed plans to enforce them
  • Build Business Requirements Document (BRD), to Outline goals and expectations
  • Build Request for Information (RFI) document to gather information for project research and planning

Projects Undertaken:

MIS Reporting

- Restructure and improve the MIS reporting for the account that will be efficient and agile.

- FTE Headcount and Attrition report

- Analysis and preparation of SLA and KPI reports monthly

- Automation of reports for effective and accurate reporting

- Monitoring and reporting of labor hours for monthly billing to client

- Parked and Blocked Invoice Report

- Weekly calls with the client for Cx Healthcare BPS the implementation of new SLA/KPI

Early Warning Indicator (EWI): for Process Cx Healthcare BPS

- Outline the goals and objectives

- Build RFI document to gather information for project research and planning

- Identify key metrics from source data

- Formalizing calculations and building custom dashboard in Power BI

Idea Hub: Across all BPS

- Business Process Improvement aimed at implementation of Lean/Agile processes and Automation

- Identify processes that require optimization to improve efficiency and align with organizational mission.

- Standardize BPS wide process consistency and governance

BPAT: for process Coats

- To formalize metrics that shall be reported to the management

Business Support Specialist

HP Enterprise / AOL
01.2011 - 02.2015

Client Management: -


· Understand client’s business requirements and initiated projects accordingly Reporting “Trends and Observations” based on the calls monitored on a weekly basis

· From “Top Failing parameters” data, reporting areas of opportunities for agents identified based on failure percentage

· Reporting “Critical” coaching opportunities to the stakeholders

· Weekly reporting that included SLA dashboard, Team Productivity, Queue Trends, Requested Tracking Data and Coaching Opportunities to the client

· Training Quality Analysts on Process and on report generation

· Performing Quality checks and sending out the Team score

· Conducting Site level calibrations to help improvise the Process and Customer experience.

· Developed tools to report weekly comparison of quality scores across centres and queues

· Managed resources and allocated targets to meet the required productivity


Project Management: -

· Managed projects to inculcate better quality designs in call flow based on customer experience

· Designed a comprehensive Quality Score Card to inculcate additional parameters that impacts Customer Experience

· Process management by identifying and resolving issues for maximum customer satisfaction

· Manage Project timelines, forecasting, and ensuring delivery within timelines.

Quality Assurance Analyst

AOL
12.2008 - 12.2010

Quality Analyst

05.2006 - 10.2008

Technical Support Engineer

02.2005 - 05.2006

Education

ACCREDITATION -

01.2021 - 01.2022

PG - Science

Texas University

M.C.A (‘B’ & ‘O’ level) - undefined

DOEACC - undefined

Ministry of Information Technology, Govt. of India

Bachelor of Commerce (B.Com - undefined

Delhi University

Skills

BUSINESS ANALYSIS / DATA ANALYSIS

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Accomplishments

  • Certified Scrum Master
  • Salesforce New User Training from Udemy (Certificate ID : UC-f8a5bc3d-6b04-4f2c-9045-4e1a0be0d7da)
  • Certified RPA Business Analysis Fundamentals
  • Certified Lean Six Sigma (Credential Id : 13754052)

Timeline

ACCREDITATION -

01.2021 - 01.2022

Global Coding Instructor

Byju’s Whitehat Education
10.2020 - 08.2021

Business Planning Analyst

DXC Technology, HP
03.2015 - 02.2019

Business Support Specialist

HP Enterprise / AOL
01.2011 - 02.2015

Quality Assurance Analyst

AOL
12.2008 - 12.2010

Quality Analyst

05.2006 - 10.2008

Technical Support Engineer

02.2005 - 05.2006

PG - Science

Texas University

M.C.A (‘B’ & ‘O’ level) - undefined

DOEACC - undefined

Ministry of Information Technology, Govt. of India

Bachelor of Commerce (B.Com - undefined

Delhi University
HARSHA NAIRLooking for PMO, Business Analyst, Customer Success Opportunities