Kalaivani Kanakaraju

Worked for Medtronic deal as a Senior Reporting and Data Analyst Lead.
Tenure : 8 months (Agile Project) Dec 2019 - Aug 2020.
Technology Used: Microsoft Excel, Advanced Excel, Power BI.
Role: Individual Contributor.

Roles and Responsibilities:

• Standardize operations reporting across all waves/ countries (SRT & Stabilization) by replicating the other tenured project in Accenture.
  Meeting operational reporting requirements and deliverables with 100% Accuracy and TAT.
• Study the process to get a good understanding of the data and providing insights on the data. Proof read the reports to ensure 100% accuracy.
• Drive standardization and automation of reports.
  Reports to be automated either by way of Macro’s and Power BI usage work with Leadership to accomplish the task.
• Train different wave TL's, Deputy managers on the reporting tools used for business delivery need.
• Assist the Team members, TL's and Managers to create additional reporting template, stabilize and standardize those reports for internal operational performance reviews and Auditing purposes.
• Analyze and understand the existing reports / processes to ensure that the context and implications of change are understood by the leadership and clients.
• Responsible for standardizing, developing and improvising the existing reports / processes for the business.
• Coordinate and collaborate with Management in analyzing collected requirements to ensure future business plans and identified solutions meet Customer needs and expectations.
• Work closely & engage the Operations and Clients to determine the unique Reporting requirements.
• Responsible for ensuring that the requirements of the business clients are captured and documented correctly before a solution is developed and implemented
• Generate Hourly/Daily/Weekly & Monthly Business reports to the Operations/Clients.
• Complete involvement in closing all Reports in given TAT.
  Ensure ad hoc/standard operational reports are delivered accurately/on time.
• Perform root cause analysis which is required for any reporting concerns or clarifications raised by clients/leadership.
• Provide an immediate fix for concerns raised within the given time line as well provide alternative solutions overseeing future challenges on the same.
• Work with other functional teams to access/ understand data to be analyzed and identify process improvement opportunities.

• Worked for Technology Team as Project Co-Ordinator.
  Tenure : 1.2 years Sep 2018 - Nov 2019 (Agile Project).
  Technology Used: Microsoft Excel and Power BI.
  Tools Used: REMEDY and SERVICENOW.
  Role: Team Handling.
  
  Roles and Responsibilities:
  
• End to End project management activity to handled for along with leadership and Project Lead on the new tool migration from REMEDY to SERVICENOW tool from reporting perspective as per the clients requirements which involved:

1. Initiating the tool migration proposal to client.

2. Defining the scope and purpose of the movement.

3. Planning the migration based on the requirements and feasibility without impacting existing setup.

4. Executing the migration task coordinating with the technical leads and Operational TL's and Managers.

5. Monitoring the requirements post migration with required testing before golive.

6. Closure of the project by showcasing demo setup done and seeking approval for further business process.

• Post golive monitoring on the reporting to be done along with technical leads to provide an immediate fix/solution to the concerns/clarifications raised by operational TL's and Managers.
• The entire process of project movement activity was successfully done for all the Outsourcing clients who are with Accenture Operations showcasing zero impact from reporting end and zero escalations from operational Managers and Leadership.
• Act as a Technical and Project Co-ordinator to understand the requirements of the clients and work with the Servicenow development team to establish the same what had been setup earlier in the old reporting platform.
• Usage of Power BI tools to improvise the existing manual tasks which showcases the productivity, capacity utilization of resources in a presentable way to the leadership.
• Conduct Kanban meetings with the technical leads to track the TAT on closure of tickets assigned to them, Identify the reasons for non closure of tickets within TAT,Capture the RCA and resolution on the same for Leadership Kanban Review and Auditing.

• Worked as Operations Reporting and Data Analyst.
  Tenure : 6 years Oct 2011 - Aug 2018.
  Technology Used: Microsoft Excel, Advanced Excel, Macros, SharePoint Workflows with SharePoint Designer, Power Point and Power BI.
  Tools Used: REMEDY, JIRA, Sharepoint
  Role: Team Leader
  
  Roles and Responsibilities:
• Be part of Business Transition in planning and implementing KT, SRT, RKT and Training modules for the team members for reporting requirement.
• Take over a new deal KT(Knowledge Transfer) from clients stabilize, simplify it and hand it over to the team member or respective span to handle further.
• Create and Local Work Instructions (LWI) and Statement of Work (SOW) for all the reports with official sign-off from stakeholders/clients in order to track the status of reporting structure of the reports and have it documented as a reference for benefit of doubt for all the reporting concerns in future.
• Analyzing and understanding the existing reports / processes to ensure that the context and implications of change are understood by the clients and the project
  team.
• Create Reporting Templates for a new business as per client requirements, post 3 months of streamlining phase, stabilize reports with macro automation or Power BI implementation appropriately wherever it is required.
• Responsible for standardizing, developing and improving the existing reports / processes for the business.
• Coordinate and collaborate with Management in analyzing collected requirements to ensure plans and identified solutions meet Customer needs and expectations.
• Work closely & engage the Operations/Service Management and Clients to determine their unique Reporting requirements.
• Responsible for ensuring that the requirements of the business clients are captured and documented correctly before a solution is developed and implemented.
• Generate Daily/Weekly & Monthly Business reports to the Operations/Service Management and Clients.
• Complete involvement in closing all Reports in given TAT with 100% Accuracy.
• Ensure adhoc/standard operational reports are delivered accurately/on time.
• Perform root cause analysis which is required for any reporting concerns or clarifications raised by clients/leadership.
• Provide an immediate fix for concern raised within the given timeline as well provide alternative solutions overseeing future challenges on the same.
• Coordinate across multiple operations/teams to add reporting insight and support reporting needs if needed.
• Take process training for all the new joiners in the team as well share a format of procedure to other TL's in Operations to follow as in how training to be given and track team members performance which needs to be reported to management.
• Handled a team of 10,tracking their day to day activities,provide timely feedback on performance and areas of improvement.
• Align team members to a buddy in order to work on areas of improvement factor and concentrate on skills lacking for improvisation.
• Align team members to take up additional responsibilities for self grooming which will be useful for their career and business growth.
• Assist team to standardize reporting structure as and when required for project/clients handled in regards to cost savings and head count reduction.
• Being part of leadership meeting in order to discuss and review team members performance to seek and support their career growth every year.

Worked as Customer Service Executive
Tenure : 4+ years Sep 2007 - Aug 2011.
Client : Virgin Media
Tools Used: Citrix, Microsoft Excel
Role: Individual Contributor

Roles and Responsibilities:

• Identifying customer needs and providing appropriate resolutions. Core concept of (TRG) Trust, Resolve and Growth is ensured to cater customer requirements. The services were extended for sales of the Virgin media other services whenever there were opportunities.
• Handled inbound calls average of 200 calls in a day and ensured to keep up the target of 5 minutes AHT by EOM.
• Handle escalations for new joiners and resolve customers concerns.
• Review the calls to track the CSAT and DSAT scores for the team.
• Was responsible for closing the calls in regards to billing concerns, Sale of product or services, Other products installation queries,1st level of technical assistance and navigation to customers in order to understand the complexity of the issue prior transferring the customer to right department.
• Took up additional initiatives of sales validation for the Bangalore centre to avoid any discrepancies in the sales made by the centre. Provide resolutions to avoid mismatch and discrepancies in the sales results.
• Additionally took up responsibility on CCCS (Customer Care Complaint Services) and Feedback validations to ensure the complaints/feedbacks raised and received are appropriate and valid against the Bangalore centre.
• Identified simpler steps of process flow in addressing customers query and resolving the issue within provided AHT target which was recommended to the leadership and implemented a process change for business stability.
• Was part of Quality Analysis of the calls handled by other team members, rate the call based on the 30 parameters set by clients and provide feedback to meet the target of 98% which in turn will be used for Quality Auditing and Calibration.