Ruchi Kumari

• Worked for Microsoft as Senior analyst, to work on revenue excellence for Seller Concierge Project.
• Gathering relevant data from various sources and analyzing collected data using statistical methods and software tools to derive meaningful insights and patterns.
• Interacting with clients to understand their needs and providing valuable insights as per the business requirement.
• Spearheaded the implementation of dashboard visualization tools, providing actionable insights for stakeholders and decision makers.
• Identified untapped revenue opportunities by conducting thorough market research and competitor analysis using collected datasets.
• Served as a subject matter expert on various projects, sharing valuable insights derived from extensive industry experience as a Senior Data Analyst.
• Delivered accurate forecasts by conducting thorough data analysis and research on market trends.

As MIS Analyst at Infosys BPM, was responsible for analyzing and reporting on key performance indicators (KPIs) to support business operations and decision-making. Utilized my skills in data analysis, organizational skills, and interpersonal communication to gather and analyze data from various sources, identify trends and patterns, and present actionable insights to stakeholders. Additionally, I collaborated with cross-functional teams to develop and implement data-driven strategies that optimize business processes and drive operational efficiency.

• Key Accomplishments:
  • Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
  • Generated and distributed regular and ad-hoc reports to stakeholders, providing valuable insights and recommendations for process improvement
  • Identified and resolved data discrepancies and inconsistencies, ensuring data accuracy and integrity
  • Collaborated with internal teams to define and implement data governance policies and procedures
  • Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
• Recognize and initiate escalation process for systems outages and submit problem tickets to hot desk and initiate appropriate tactics to ensure service levels are maintained.

As an Operational Executive (WFM), I was responsible for managing and optimizing workforce operations to ensure efficient and effective service delivery. I utilized my skills in event planning, management, and critical thinking to analyze and forecast staffing requirements, develop scheduling strategies, and monitor and adjust staffing levels based on real-time data. Additionally, I collaborated with cross-functional teams to implement process improvements and drive operational excellence.

Key Accomplishments:
• Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team and VMs in real-time.
• Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores
• Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and department.
• Implemented performance management systems to track and evaluate employee performance and productivity.
• Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA

performance, Unplanned/Planned Shrinkage hours, etc.

• Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.