Mohit Bauntiyal

About the Organization & Client:
Tech Mahindra is a global leader in IT services, business process outsourcing, and digital transformation, serving Fortune 500 clients across industries. At NSEZ Noida, Tech Mahindra handles complex analytics and reporting functions for Verizon Communications, one of the largest telecom providers in the United States. Verizon serves millions of customers across wireless, broadband, and enterprise solutions.

Role Summary: As a Reporting Analyst, I am responsible for developing and delivering performance monitoring solutions aligned with Verizon’s global operations. I work closely with operations, quality, and workforce management teams to track and analyze telecom KPIs, such as:

• AHT (Average Handling Time)
• CSAT (Customer Satisfaction)
• DSAT (Customer Dissatisfaction)
• FCR (First Call Resolution)
• 3DR (3-Day Repeat)
• Tool Utilization

Key Responsibilities:

• Analysis on CSAT, FCR, and 3DR trends to assist in identifying root causes and training opportunities for underperforming teams
• Provided tool usage analysis reports to improve agent efficiency and technology adoption across teams.
• Regularly collaborated with Verizon's onshore teams to align reporting frameworks with evolving business goals.
• Presented metric-driven insights during business reviews, and supported strategic planning with trend analytics.

• Company Overview: iQor is one of the largest and most respected providers of business process outsourcing and product support services across globe. Our team of 45,000 employees, spanning the globe from locations in 17 countries, continues to grow and with that so does our need for exceptionally talented personnel.
• Working into Business Intelligence Team as a Business Analyst.
• Generation of MIS Reports.
• Updating PBI dashboard for Client T-Mobile and Sprint.
• Generation of performance report and maintaining various metrics for different sites - India, Panama, Cavite, Clark, Tucson.
• Analyzing and visualizing of data on Power BI
• Business Intelligence
• Process: Business Intelligence (Sprint and T-Mobile)
• Sprint Corporation was an American telecommunications company. Before its acquisition by T-Mobile US on April 1, 2020, it was the fourth-largest mobile network operator in the United States, serving 54.3 million customers as of June 30, 2019. The company also offered wireless voice, messaging, and broadband services through its various subsidiaries under the Boost Mobile and Open Mobile brands and wholesale access to its wireless networks to mobile virtual network operators.

Analyzed generation data from rooftop solar installations, identifying efficiency degradation due to dust and pollution.
Developed Excel-based trend reports comparing historical performance with ideal output, highlighting loss patterns.
Presented findings to clients with visual evidence, leading to onboarding of new AMC clients and improved long-term output.
Built financial models in Excel to clarify system costs and return timelines for small-scale commercial clients.
Delivered insightful reports to technical and non-technical stakeholders, explaining data implications during meetings.
Assisted in organizing P&ID data and piping specifications using Excel templates to ensure accuracy.
Maintained equipment lists, valve schedules, and line classification sheets for effective project support.