Lakshay Sharma

• Delivered a 4-month analytics project for Edinburgh International Conference Centre using Excel to analyse customer enquiry and service performance data and uncover demand patterns and operational improvement opportunities

• Analysed 4 stages of the customer journey from website traffic and enquiries through to closed deals and customer feedback identifying accommodation as a recurring gap and recommending nearby stay options as part of the conference offering

• Compared 3 conversion points across website traffic enquiries and closed deals to identify where potential customers were dropping off and present targeted recommendations to improve enquiry follow up and conversion

• Analysed workforce demand and staffing requirements across 500+ advisors for Google Pay and Coinbase using workload service performance and resource data to identify capacity gaps and inform planning decisions

• Reviewed daily weekly and historical performance across 9 core KPIs including SLA AHT ASA CSAT shrinkage adherence response rate productivity and utilisation to identify trends risks and changes in workforce requirements

• Analysed historical workload demand patterns AHT shrinkage absence and staffing trends to provide forecasting inputs and identify future resource requirements across a 500+ advisor operation

• Compared forecast assumptions with actual workforce and service performance to identify variances emerging capacity risks and changes required in short and medium term resource plans

• Conducted root cause analysis on workforce reporting assumptions identifying a critical calculation discrepancy linked to more than $700000 in potential financial and operational exposure and strengthening confidence in management reporting

• Partnered with Operations Managers and cross functional teams to explain workforce trends staffing risks and performance impacts and turn analysis into practical resource recommendations

• Used Excel Verint Power BI Google Looker Google Workspace and Amazon Connect to analyse workforce data validate planning inputs investigate variances and provide clear information for operational decision making

• Helped implement an incentive based performance programme using AHT CSAT response rate and attendance measures which contributed to reducing average AHT from 9 minutes 15 seconds to 5 minutes 38 seconds demonstrating how productivity changes can influence workforce capacity and service performance

• Managed CRM records student information and customer enquiries while supporting day to day admissions operations reporting and process coordination

• Supported administrative activities and database updates while maintaining accurate records and timely customer communication