Koustuv Guha

• Provided valuable data insights to the SEO team, contributing to improved website performance.
• Designed and maintained CTR and ACR dashboards using Snowflake, enhancing real-time metric tracking.
• Identified and eliminated unwanted data such as bot visits, ensuring data integrity for accurate analysis.
• Collaborated in refining SEO strategies by offering actionable recommendations based on data patterns.
• Envisioned the idea of having google like smart snippet in Dell support site
• Implemented Contest Report Automation through web scraping using Python.
• Successfully tackled challenges despite limited initial Python proficiency.
• Gained rapid Python programming skills to accomplish the task effectively.
• Collaborated closely with knowledgeable team members to share insights and learnings.
• Overcame various hurdles, including dynamically inserted image and icon scraping.
• Managed complex data extraction from multiple pages, ensuring comprehensive results.
• Acquired knowledge transfer on the Easy Button Dashboard from a fellow team member.
• Contributed to the enhancement of the Easy Button repair "Contact Us" (Self-dispatch) feature.
• Successfully integrated additional vital metrics such as issue_type and CSAT for enhanced insights.
• Demonstrated excellence in executing the task and meeting business requirements.
• Revived the CPI Diagnostic Report Power BI dashboard, which had been nonfunctional due to bandwidth issues.
• Undertook the initiative to restore functionality after a third-party team's contract expired, resulting in prolonged inactivity.
• Assumed ownership of the project in response to the business's request for restoration.
• Overcame challenges posed by changes in data sources and the nonexistence of previous resources.
• Managed the intricate process of aligning the dashboard with the updated data structure as the data infrastructure changed
• Provided guidance and mentorship to fellow team members, aiding them in navigating new project requests.
• Shared expertise and knowledge in SQL and Python to empower team members in developing their skills.
• Facilitated learning opportunities and skill enhancement through hands-on mentoring sessions.
• Played an integral role in nurturing a collaborative and knowledge-sharing team environment.

• Spearheaded the development of monthly Agents & Managers stacks for the tech support organization. These stacks empower business units to effectively track and analyze performance, facilitating informed decisions for rewards and recognition strategies.
• Engineered executive scorecards that amalgamate pivotal business-critical KPIs for the tech support organization. These dynamic scorecards serve as a comprehensive health monitor for the business, ensuring a real-time understanding of its performance.
• Pioneered the creation of essential dashboards tailored for the client pro support CTE & REC organization. These dashboards offer a streamlined method to monitor and analyze performance metrics, enabling data-driven decision-making.
• Orchestrated the consolidation of CTE & REC scorecards on a global scale, unifying tech support teams under a single cohesive reporting framework.
• Successfully migrated executive scorecards and reports from DELTA to SFDC within stipulated timelines, ensuring a seamless transition.
• Crafted insightful BMS scorecards for the Managed Services division, delivering an enhanced understanding of performance and aiding strategic planning.
• Developed intricate schedule adherence reports for Managed Services teams, meeting an exceptionally tight timeline and thereby showcasing dedication and adept time management skill.
• Successfully crafted the schedule adherence report, demonstrating an exceptional command of SQL query construction. This achievement was particularly demanding due to the intricate nature of the telecom data, characterized by numerous login and logout instances for employees working around the clock.

• Engineered a comprehensive Open Cases analysis dashboard, brimming with diverse insights and analyses. This platform empowers the business to proactively address high-aging cases, significantly mitigating the risk of customer dissatisfaction.
• Masterminded a CX analytical dashboard, featuring an array of snapshots that enable multidimensional examination of issues. This approach empowers the business to view challenges from varied perspectives, fostering a holistic understanding.
• Orchestrated a Closed Cases & TTC analytical viewpoint, categorizing outcomes by root causes, agents, and teams. This detailed perspective furnishes valuable insights into operational performance and highlights areas for improvement.
• Devised operational Stacks catering to Agents, Managers, and Teams, facilitating focused performance evaluation and strategic planning.
• Prepared weekly BMS presentations and led discussions with managers and team leads. These sessions facilitated issue resolution and effective action planning.
• Functioned as the Point of Contact (POC) for APJ epicenter compliance, ensuring adherence to established protocols and fostering alignment within the organization.
• Took charge of maintaining a precise epicenter database, serving as the foundation for the generation of global reports.
• Delivered insightful inputs to managers on key metrics and performance parameters, enabling them to make informed decisions regarding agent performance.
• Orchestrated the preparation of weekly and monthly presentation decks for calls with stakeholders, ensuring clear communication of vital information

· Supported the order processing team with various daily / weekly reports

· Process reviews to understand gaps and non – compliance

· Single point of contact for the process in India

· Working with the US sales management team to make sure that they follow the proper sales guidelines

· Was responsible to review sales work and send them report on compliant and non-compliant orders

· Trained and ramped up new hires

· Auditing orders (processed by the agents) and provide summary data to the management

· Prepared team scorecards

· Initiating team huddles to improve process knowledge in the team