Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
AAYAT HUSSAIN

AAYAT HUSSAIN

Data Analytics & Category Manager
Bangalore, Karnataka,KARNATAKA

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

15
15
years of professional experience
2
2
years of post-secondary education
3
3
Certifications

Work History

Data Analytics & Category Management - Manager

Bzinga, Technologies Ltd
Bangalore, Karnataka
01.2022 - Current
  • Lead a team of data analysts in delivering actionable insights to drive business decision-making
  • Also handling the Ops team - Category Management and ensuring that changes done on the app as per market trend.
  • Collaborated with cross-functional teams to identify data-driven opportunities and strategies
  • Oversaw data cleansing, transformation, and integration processes to ensure data quality
  • Presented data findings and recommendations to senior executives in a clear and understandable manner.

Assistant Operations Manager

Home Credit India
Bangalore, Karnataka
11.2018 - 01.2022
  • Handling of team of email and chat customer service for a financial institution and ensuring all the KPI met.
  • Taking care of leave management and daily floor schedule
  • Lead the pilot project of chat integration in Hindi and English for one of the customer service team.
  • And also handling the Data Analytics and MIS team.
  • Monitored employee productivity and optimized procedures to reduce costs.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Supervised operations team to support operational excellence and excellent customer service.

Data Analytics & Ops Team Lead

Coraza Technologies Ltd
Bangalore, Karnataka
09.2015 - 11.2018
  • Taking care of end to end operations by guiding the customer service team ensuring the agreed KPI met on a regular basics
  • Handling the team of Data Analytics MIS team and taking care of entire data management.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Coached team members in techniques necessary to complete job tasks.

Workforce Management Analyst

IBM India Ltd
Bangalore, Karnataka
04.2014 - 08.2015
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Managed overtime, shift swaps, breaks and PTO requests.

Team Lead

Work Force Management, MIS, Firstsource Solutions
Bangalore, Karnataka
12.2012 - 03.2014
  • Handling a team of WFM Executives, and taking care of their work load management and leave management
  • Ensure the all the assigned task finished withing the deadline
  • Also taking of the ticket tool and ensure all the open and pending tickets close within the timelines
  • Leading the client review meetings(weekly and monthly)
  • Also handling the team of Data analytics MIS team taking care of entire data management
  • Taking care of BAU and adhoc reports.
  • Worked different stations to provide optimal coverage and meet production goals.

Work force Management Executive

Firstsource Solutions Ltd
Bangalore, Karnataka
05.2010 - 11.2012
  • Managing the live production floor for a leading UK Insurance provider in the presence of the client
  • Ensuring the production floor run smoothly and all the KPI met on regular basis
  • Collaborated with back-office team members to facilitate seamless business execution.
  • Also taking care of MIS reports and rostering.

Senior Customer Service Representative

First Source Solutions Ltd
Bangalore, Karnataka
12.2009 - 04.2010
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.


Customer Service Executive

First Source Solutions Ltd
Bangalore, Karnataka
12.2008 - 11.2009
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

Bachelor of Commerce - Banking And Financial Support Services

Dr .CV Raman University
06.2012 - 08.2014

Skills

    Microsoft Advanced Excel

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Certification

Advanced Power BI

Timeline

Data Analytics & Category Management - Manager

Bzinga, Technologies Ltd
01.2022 - Current

Assistant Operations Manager

Home Credit India
11.2018 - 01.2022

Data Analytics & Ops Team Lead

Coraza Technologies Ltd
09.2015 - 11.2018

Workforce Management Analyst

IBM India Ltd
04.2014 - 08.2015

Team Lead

Work Force Management, MIS, Firstsource Solutions
12.2012 - 03.2014

Bachelor of Commerce - Banking And Financial Support Services

Dr .CV Raman University
06.2012 - 08.2014

Work force Management Executive

Firstsource Solutions Ltd
05.2010 - 11.2012

Senior Customer Service Representative

First Source Solutions Ltd
12.2009 - 04.2010

Customer Service Executive

First Source Solutions Ltd
12.2008 - 11.2009

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AAYAT HUSSAINData Analytics & Category Manager