Riti Sharma

• Managed forecasting, scheduling, and workforce planning for 13 LOBs (includes Sales/ Service/ backend of all channels), leveraging Power BI and advanced analytics to enhance visibility, streamline reporting, and drive data-backed decision-making.
• Performed end-to-end financial forecasting and capacity planning using Power BI, Advanced Excel, and WFM tools, designing staffing schedules that optimized resource utilization and reduced cost variance by 5%.
• Applied Verint, IEX, and advanced Excel for performance analytics and outlier management, while driving adoption of Power BI dashboards to automate reporting for internal and client stakeholders.
• Led the end-to-end Power BI rollout for operational reporting, automating manual processes, and delivering dashboards that improved metric visibility, reduced reporting time by 30 hours per week, and strengthened executive insights.
• Partnered with Fraud Prevention and Quality teams to conduct security and compliance audits, ensuring adherence to service standards, while maintaining data integrity and operational transparency.
• Acted as a liaison for stakeholder and client engagement, leading weekly business reviews (WBRs) and quarterly business reviews (QBRs), presenting data insights and strategic workforce plans that influenced executive decisions.
• Delivered data-driven recommendations and executive-level dashboards (Power BI, Advanced Excel) to support strategic planning and high-level decision-making across business functions.

BI Project:

• Developed and automated interactive dashboards in Power BI to track KPIs, reducing manual reporting time by 40%.
• Consolidated large datasets from Excel and SQL into Power BI, improving data accuracy and decision-making for leadership.
• Created real-time Power BI dashboards for sales and operations, enabling faster insights and trend identification.

Skills: Power BI, DAX, Data Modeling, Dashboard Development, SQL, and Excel (if relevant).

• Optimized workforce operations across scheduling, resource allocation, and performance monitoring for offshore clients, ensuring alignment with SLAs and service delivery goals.
• Developed and executed data-driven staffing strategies to maintain optimal resource levels, reduce shrinkage, and improve overall operational efficiency.
• Collaborated with cross-functional departments to forecast demand, resolve staffing gaps, and streamline workflow processes across various business functions.
• Conducted in-depth analysis of workforce data to uncover trends, identify inefficiencies, and deliver actionable insights that improved productivity and business outcomes.
• Mentored and coached junior team members, fostering a collaborative and high-performance culture focused on continuous improvement and shared success.
• Contributed to knowledge transfer and process documentation to support business continuity and WFM best practices.