Naresh Kumar

Key Responsibilities and Achievements:

Lead a multidisciplinary team in developing and supporting AI-driven applications, focusing on customer value and innovation.

Customer-Centric Leadership and Innovation:

• Spearheaded the development and support of 10+ critical projects, including CAMS, WFP, ERP data Cleansing, CRM, and SBI, ensuring seamless operations and continuous improvement.
• Implemented an automated labeling mechanism in CAMS UI, reducing manual configurations and improving processing times.
• Integrated Tableau with React for enhanced data visualization, providing users with deeper insights.
• Developed a new landing page for CAMS, streamlining user experience based on specific roles.

Project Management and Operational Excellence:

• Led the decommissioning of Dremio , saving $200K in licensing costs while managing SQL DW POC completion.
• Majorly contributed in Privacera decommissioning project, Saving $500K in cost savings.
• Achieved a Say/Do ratio >90%, consistently delivering on commitments including Dremio decommissioning and Unity Catalog implementation.
• Implemented rigorous project tracking using JIRA, ensuring precise effort and cost tracking.

Technical Oversight and GenAI Integration:

• Oversaw end-to-end ownership of AI applications, ensuring user-friendliness, scalability, and integrated feedback loops.
• Currently working on enabling CAMS GPT feature in the UI, leveraging GenAI capabilities to meet customer needs more effectively.
• Developed and implemented a comprehensive design system for consistent and efficient UI development across all app modules.

Incident Management and Process Improvement:

• Established a robust incident management process, reducing mean time to resolution by 50%.
• Developed an automated Data Quality Check Tableau Dashboard for Dev and Prod environments.
• Standardized the anomaly release process, ensuring proper testing and approvals for more reliable deployments.
• Implemented an Incident Management Dashboard with auto-mailing features to the Support Distribution List (DL), ensuring prompt issue resolution and transparent communication.

Collaboration and Global Integration:

• Fostered cross-functional collaboration across businesses and geographies, working closely with data engineering, data science, and machine learning teams.
• Created a centralized confluence repository for all projects and app support activities, improving knowledge sharing and process standardization.

Talent Development and Team Management:

• Implemented cross-skilling initiatives, ensuring 80% of the team is proficient in at least two major skill sets (UI, DB, DE, Tableau, Data Science).
• Actively contributed to the interview process for onboarding new team members, ensuring alignment with team goals and skill requirements.
• Encouraged personal development, supporting team members in learning new technologies and taking on development tasks.

Budget and Resource Management:

• Optimized resource allocation, resulting in a 15% reduction in operational costs while increasing project delivery efficiency.
• Proactively managed the mix of contract and permanent staff, ensuring the team remained agile and adaptable to evolving project needs.

Projects:

• Lock-In Program: Developed and managed a program aimed at acquiring new customers and enhancing loyalty by offering additional benefits to existing Flipkart customers.
• Customer Charter: Analyzed customer experience across all touchpoints to identify and improve overall satisfaction and engagement.
• Customer KPI Scorecard: Updated the customer KPI scorecard monthly to provide detailed metrics and insights, tracking performance across various dimensions since October 2016.
• Report Automation: Automated the generation of key reports, including the Customer Scorecard, Lock-In ISR, and Lock-In Daily Ticker View, improving efficiency and accuracy.
• Fact Creation: Created and maintained various data facts, including Metro/Non-Metro Facts, TPC, SPC, ASP Bucketing Facts, and Customer Scorecard Base Facts, to support comprehensive data analysis.
• Ad-Hoc Requests: Addressed ad-hoc data requests related to Customer Charter, Lock-In, and other business team needs regarding customer metrics and insights.
• Root Cause Analysis (RCA): Performed in-depth root cause analyses to identify and address underlying issues impacting data quality and business processes.

Roles and Responsibilities:

• Stakeholder Engagement: Collaborate with stakeholders to understand and translate business requirements into actionable data insights and solutions.
• Data Extraction: Efficiently extract and gather data from various sources to support analysis and reporting needs.
• Data Mapping: Develop and maintain data mappings to ensure accurate and consistent data integration across systems.
• Data Manipulation: Perform complex data manipulations to clean, transform, and prepare data for analysis.
• Data Validation: Implement rigorous validation processes to ensure data accuracy, integrity, and quality.
• Reporting and Visualization: Design and create comprehensive reports and interactive dashboards using SQL, Tableau, Power BI, Excel, and Google Sheets to present data insights effectively.
• Scorecard Management: Update and maintain scorecards on a monthly basis, providing clear and actionable performance metrics.
• Ad-hoc Analysis: Address and fulfill ad-hoc data requests and reporting requirements to support dynamic business needs.
• Insight Generation: Analyze data to provide actionable insights and recommendations that drive strategic decision-making and business improvements.

Payroll Company: - Trigent Software Ltd.

Projects:

1) Project Name: Leads/Contacts Duplicate Identifications

Project Description: This project was short project, here I need to analysis the data and find the duplicate records and count based on the requirement. Salesforce contacts and leads are potential sales opportunities that must be individually qualified by sales development. Duplicate leads, Duplicate contacts and Duplicate lead-contacts create time-consuming administrative work by SD and poor member first experience. Existing system drawbacks were:

● SD spend over 50% of their time ensuring that an inbound lead isn’t already being worked

● SD must convert or merge leads into a contacts before a sales qualified opportunity can be created

2) Project Name: Reporting

Description: The report provided by Reporting & Analytics team helps sales team to close the opportunities for all the order associated accounts in SFDC.

● Responsible for understanding the business requirement.

● Built a draft version of report using SQL statements by connecting to various databases.

● On a daily basis, extract data from SFDC & EDW based on inputs provided by business.

● Mapping of associated opportunities with the help of the report extracted.

Additional Responsibilities:

● Analyze company’s data management needs and create core data management dashboards

● Assist with data acquisition, access data quality and test data accuracy and reasonableness

● Analyze large volumes of data and prepare PPT Slides & Dashboards

● Extract, import and export data in various database applications and provide support in testing and validating data in different software systems

● Research and pull data fields to assist in product development and analysis

Prepare data reports, training materials and business presentations

Roles & Responsibilities:

• Report and Dashboard Design: Develop and design dashboards and performance reports (daily, weekly, monthly, and quarterly) for sales and service teams, including individual team members.
  Create ad hoc reports as requested by management.
• Data Mapping: Utilize lookup functions to map location descriptions and customer information from various sheets.
  Perform quality checks for missing values using PivotTables.
• Data Manipulation: Generate new variables, remove duplicate records, and perform data formatting and cleansing.
• Data Validation: Ensure data integrity using functions such as SUMIF, COUNTIF, and IF.
  Validate weekly data and integrate it into the master dataset.
• Data Extraction: Download required data from applications including CLCS, ALCS, TLSU, Bridge Front Office (BFO), Salesforce, Oracle Live on Help (OLH), Insight, CCE Pulse, Cloudtrack,and Intouch websites.
  Retrieve data from SQL Server and Teradata by writing SQL queries based on report requirements.
• MTD and YTD Analysis: Conduct Month-To-Date (MTD) and Year-To-Date (YTD) analysis to monitor agent performance over time.
  Analyze customer satisfaction rates driven by agents on a weekly and monthly basis.
  Represent sales and service data visually through charts.
• Billing and Revenue Reconciliation: Reconcile billing and revenue reports to ensure accuracy and consistency.
• Headcount Management: Maintain and update the headcount file.
• PowerPoint Presentations: Present comprehensive analyses and insights using PowerPoint on a monthly basis for high-end clients.
• Reporting for Temp Teams: Provide necessary reports concerning temporary team members to all relevant departments, including Audit, Finance, Accounts, and Internal teams, as requested.
  

Roles & Responsibilities:

1. Designing Reports and dashboards

Involved in designing dashboards and daily/weekly/monthly/quarterly performance reports of teams as well as individual team members of sales and service teams

Creating ad hoc reports as per the management requirement

2. Data Mappings

Locations description and customers’ info can be mapped using lookup functions from other sheets and quality check for missing values using Pivot tables

3. Data Manipulations

Creating new set of variables, removing duplicate records, data formatting and data cleansing

4. Data Validations

Data validations can be done using SUMIF, COUNTIF or IF functions to ensure the integrity of the weekly data and append it to the master dataset

5. Data Downloading:

Downloading the required data from concern applications like TLSU, Bridge front office(BFO) ,Sales force, Oracle live on help(OLH) , insight and CCE Pulse, Cloud track, In touch websites

Downloading the data from sql server and Teradata as per reports requirement by writing the SQL queries

6. MTD and YTD Analysis

This analysis helps to track the performance of agents over the period of time. It also contains the customer satisfactions rate driven by agents weekly & monthly and representing the sales and service data in the form of charts.

7. Reconciling the billing, revenue reports

8. Maintaining head count file

9. Power point Presentations

The review of entire analysis can be presented with the insights using PowerPoint presentation on monthly basis for high end clients.

10. Providing the required reports regarding temp team to all the departments (Audit team, finance, Accounts team, Internal team etc.) as Business request.