HINA
Assistant Manager MIS- Business Analyst
New Delhi
Summary
A results-driven Business Analyst (Assistant Manager) with extensive experience in Business Analytics, WFM, MIS Reporting, and Team Leadership across multi-process environments including Max, Flipkart, Airtel, Nykaa, Walmart, V-Guard, Konica Minolta, PVR, and Paytm. Skilled in transforming raw data into automated insights through Power BI, Advanced Excel (Power Query, Macros, Power Pivot),. Strong command over WFM operations such as forecasting, capacity planning, roster management, SLA/AHT analysis, and productivity optimization. Expert in MIS governance, reporting accuracy, error audits, and dashboard development for leadership visibility. Proven ability to manage teams, lead automation initiatives, and collaborate with stakeholders to improve performance, reduce manual workload, and support data-driven decision-making. Recognized for analytical problem-solving, client communication, cross-functional collaboration, and delivering high-quality business insights.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Assistant Manager Business Analyst
Ienergizer
04.2024 - Current
- Led end-to-end Business Analytics, WFM & MIS functions across multi-process environments including Max, Flipkart, Airtel, Nykaa, Walmart, V-Guard, Konica Minolta, PVR, and Paytm, delivering insights for performance improvement and operational planning.
• Managed and supervised a team of MIS/WFM analysts; assigned tasks, monitored report delivery, evaluated performance, and ensured SLA adherence with 100% accuracy.
• Designed, automated, and deployed Power BI dashboards for KPI reporting, workforce planning, revenue insights, forecast vs. actual comparison, SLA, AHT, shrinkage, absenteeism, productivity, and financial performance.
• Implemented automation in reporting using Power Query, DAX, Macros, and SQL, reducing manual effort by 40–60% and increasing data reliability.
• Owned WFM operations including forecasting, capacity planning, staffing models, scheduling/rosters, real-time monitoring, queue management, and post-shift performance analysis.
• Oversaw daily/weekly/monthly MIS reporting across multiple client projects; ensured structured data flow, error-free reporting, and governance with validation checkpoints.
• Conducted deep-dive business analysis to identify performance gaps in SLA, AHT, CSAT, shrinkage, occupancy, attrition, and operational cost; presented improvement plans to leadership.
• Worked closely with CX Operations, HR, Finance, Training, QA, and Client Stakeholders to understand requirements, build reporting models, and implement strategic solutions.
• Led tool migration, report standardization, dashboard upgrades, and data integration projects to modernize reporting and enhance analytics capability.
• Conducted team training on Power BI development, Advanced Excel, WFM concepts, capacity planning models, and reporting SOPs for skill development and succession readiness.
Team Leader Business Analyst
ienergizer
04.2022 - 03.2024
- Led the MIS team and supervised day-to-day reporting operations, ensuring timely delivery of dashboards, trackers, and performance reports.
• Built & automated Power BI dashboards to provide visual insights on KPIs, performance trends, SLA, productivity, and forecast vs. actuals.
• Tracked team workload, assigned reporting tasks, monitored progress, and ensured SLA adherence & delivery discipline across MIS operations.
• Conducted data validation, quality auditing, and error checks to maintain 100% data accuracy in Excel, Power BI, and reporting tools.
• Coordinated with cross-functional departments (Operations, WFM, HR, Finance, Client Teams) to gather reporting requirements and finalize report formats.
• Used advanced Excel (Pivot Tables, Power Query, Macros, Data Modeling) and Power BI (DAX, Relationships, Data Modeling) to automate manual reports.
• Performed KPI analysis — SLA, AHT, Attrition, Shrinkage, Productivity, Attendance, Forecasting, Revenue Impact — and escalated trends to leadership.
• Prepared WBR/MBR reports using Power BI visuals, supporting strategic decisions and continuous improvement plans.
• Trained and mentored MIS executives on reporting standards, Power BI usage, automation techniques, and business metrics interpretation.
• Created and maintained SOPs, data flow documentation, and reporting templates to strengthen process governance and audit readiness.
• Supported leadership during new tool implementation, report migration, and dashboard enhancement projects.
Senior MIS Executive
ienergizer
01.2019 - 03.2022
- Led end-to-end MIS operations, ensuring timely creation and delivery of daily/weekly/monthly business reports and dashboards to management.
• Designed automated reporting systems using advanced Excel, and macros to reduce manual work and increase data accuracy.
• Developed and standardized reporting formats, KPI frameworks, and data validation processes to improve reporting quality and business visibility.
• Collaborated with cross-functional teams (Operations, HR, Finance, WFM, Quality) to gather, validate, and reconcile data for business performance tracking.
• Monitored and analyzed KPIs including productivity, SLA, AHT, shrinkage, absenteeism, and overall process efficiency; highlighted underperforming areas with action plans.
• Managed master data sheets, database updates, and documentation to support audits, compliance, and business governance requirements. - Coordinated with IT/Tech teams to troubleshoot reporting system issues, CRM access, and data integration roadblocks.
• Guided MIS executives/junior analysts in report creation, data accuracy, and tool usage; conducted on-job training for new joiners.
• Provided insights and summary analysis to senior leadership to support strategic planning, forecasting, budgeting, and resource allocation.
• Ensured data confidentiality, followed compliance protocols, and maintained version control for all critical reporting files.
MIS Executive
Vertex Pvt. Ltd.
01.2018 - 01.2019
- Collected, organized, and analyzed daily/weekly/monthly data from multiple departments for reporting and performance tracking.
- Prepared management reports, dashboards, and presentations to support business decisions and performance reviews.
- Maintained and updated Excel-based trackers, databases, and MIS systems with accuracy and data integrity.
- Automated repetitive reports using formulas, pivot tables, macros, and advanced Excel functions to improve efficiency.
- Generated SLA, productivity, and KPI reports; shared insights to highlight improvement areas and process gaps.
- Monitored operational performance trends and escalated exceptions to management for corrective action.
- Ensured confidentiality of data, followed compliance guidelines, and maintained documentation for audits.
Voice Executive
Vertex Pvt. Ltd.
10.2014 - 07.2018
- Handled inbound and outbound customer queries related to network issues, billing, plans, and service requests.
- Provided real-time resolution to customer problems while delivering high customer satisfaction and quality standards.
- Coordinated with backend teams for escalation and ensured timely closure of raised service requests (SR/complaints).
- Educated customers about prepaid/postpaid plans, recharge offers, add-ons, and value-added services to improve retention.
- Maintained accurate documentation of interactions in CRM systems and updated case notes for future tracking.
- Followed compliance and process guidelines to ensure data security and customer information privacy.
- Supported team in target achievement by sharing feedback, process improvements, and training new joiners when required.
Education
Bachelor of Arts (BA) -
Delhi University
01.2016
12th Grade - undefined
CBSE Board
01.2012
Master of Arts - Political Science
IGNOU
04.2001 -
Skills
Business Analytics & Reporting
Business Insights, KPI Analysis, Trend Monitoring, Data Interpretation, Root Cause Analysis
Performance Review Support (WBR/MBR), Decision Support & Strategy Alignment
Report Automation & Process Optimization
Workforce Management (WFM)
Forecasting & Capacity Planning
Staffing Models & Volume Trend Analysis
Roster Management, Scheduling & Shift Planning
Real-Time Monitoring (RTM), SLA, AHT & Occupancy Tracking
Productivity Analysis & Resource Allocation
MIS & Data Management
Daily/Weekly/Monthly Reporting (Management & Client)
Governance, Data Accuracy Checks & Validation
Dashboard Publishing & Executive Summaries
SOP Creation, Process Documentation & Audit Readiness
Data Visualization & Dashboarding
Power BI: Data Modeling, DAX Measures, Relationship Mapping, KPI Dashboards, Forecast Models
Excel Dashboards: Pivot Tables, Power Query, Advanced Formulas, Macros
Technical Tools & Software
Excel: VLOOKUP, HLOOKUP, INDEX-MATCH, SUMIFS, COUNTIFS, Pivot, Condition formatting,
Power BI: Data Models, DAX, Drill Down, Row-Level Security (RLS), Automation,Power query,Relationship Mapping
Process & Team Management
Team Handling, Task Allocation, Performance Monitoring
Training & Development of MIS/WFM Executives
Stakeholder Coordination, Cross-Functional Collaboration
Client Communication & Presentation for Insights
Soft Skills
Leadership, Analytical Thinking, Attention to Detail
Email Etiquette & Professional Communication
Problem Solving and Proactive Escalation
Time Management & Delivery Ownership
Accomplishments
- Received “Best Supervisor Award” for exceptional leadership, team performance management, and consistent delivery of KPI results.
- Consistently maintained 100% adherence to all metrics for an entire 5year period (across Team Leader and Assistant Manager roles).
- Promoted sequentially from Executive to Team Leader and then to Assistant Manager , demonstrating consistent high performance and leadership capability.
- Recognized as a 'Best Performer' 3 times for outstanding contributions.
- Received multiple appreciation emails from management for timely completion of high-priority work as per business requirements.
Timeline
Assistant Manager Business Analyst
Ienergizer
04.2024 - Current
Team Leader Business Analyst
ienergizer
04.2022 - 03.2024
Senior MIS Executive
ienergizer
01.2019 - 03.2022
MIS Executive
Vertex Pvt. Ltd.
01.2018 - 01.2019
Voice Executive
Vertex Pvt. Ltd.
10.2014 - 07.2018
Master of Arts - Political Science
IGNOU
04.2001 -
12th Grade - undefined
CBSE Board
Bachelor of Arts (BA) -
Delhi University
Key Strengths
- Analytical Acumen: Exceptional ability to dissect large datasets, identify critical trends, and translate complex data into actionable business insights.
- Process Optimization: Proven track record in designing and implementing improvements that streamline data collection, reporting, and WFM processes, enhancing efficiency.
- Client & Stakeholder Management: Skilled in understanding diverse client and internal stakeholder needs, fostering strong relationships, and delivering highly accurate and impactful reports.
- Team Leadership & Development: Experienced in leading, motivating, and developing high-performing teams, fostering a positive and productive work environment.
- Detail-Oriented & Accurate: Meticulous attention to detail, ensuring the highest level of data integrity and report precision.
- Adaptability & Proactive: Positive, focused approach to new challenges and responsibilities, consistently taking initiative to drive solutions.