Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sahil Sharma

Gurgaon

Summary

Highly motivated and detail-oriented Business Analyst with over 7 years of experience in analytics, data management, and workforce operations. Proven ability to develop actionable insights using MS Excel, SQL, Power BI, and Google Looker Studio. A quick learner and
effective communicator with strong leadership skills, currently leading a BA/WFM team in a multinational setting. Seeking a challenging Data/Business Analyst role to further apply analytical and strategic expertise.

Overview

8
8
years of professional experience

Work History

Team Lead BA/WFM

Cognizant Technology Solutions
02.2023 - Current
  • Work with key stakeholders to ensure BA & WFM initiatives and priorities are aligned and delivered to meet contractual requirements.
  • Manage communication with Centers & Business.
  • Coordinates with Operations (Team Leads, Ops managers) to ensure BA & WFM best practice processes are in place and properly executed.
  • Act as escalation point to address and resolve BA & WFM matters.
  • Stakeholder management, Business Analysis, Gap Analysis and Workflow optimization.
  • Benchmark all Business and Workforce inputs/assumptions, revisit periodically and drive effectiveness.
  • Publish dashboard on daily basis, conduct daily/weekly huddles and drive continual improvement working with Ops & lean teams using Google Sheets, MS Excel, SQL & Power BI.
  • Ensure effective use of resources & identify opportunities for automated systems.
  • Responsible for achieving forecasting, scheduling and operational metrics, results and goals.
  • Communicate and take ownership of the execution of Business Plans, ensuring the team is meeting deliverables and deadlines.
  • Maintaining Stacks for Project Operations on the basis of targets.
  • Provides data, analytics, and resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the associates and the business.
  • Improve systems by studying current practices; designing modifications.
  • Construct workflow charts and diagrams; studying system capabilities; writing specifications.
  • Handling the team of 6 RTAs & 2 MIS in a team.
  • Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.

Digital Transformation Analyst

FIS Global Business Solutions
08.2022 - 01.2023
  • Built out the data and reporting infrastructure from the ground up using MS Excel,MS SQL and Power BI to provide real-time insights into the product, marketing funnels, and business KPIs.
  • Performs the tasks of gathering, analyzing and storing information.
  • Handles the responsibilities of analyzing and documenting business requirements.
  • Assist Senior Business Analyst in planning, designing, programming, testing and implementing client projects.
  • Responsible for generating accurate data on company performance, project expense, user behavior, and employment rates.
  • Supplying qualitative and quantitative data to colleagues & clients.
  • Maintaining Consumer Care Bonus (CCB) for Client and Monthly IncentivePlan (MIP) for the project.
  • Analyzing raw data, drawing conclusions & developing recommendations.
  • Responsible for loading, extracting and validation of client data.
  • Collecting, collating and carrying out complex data analysis in support of management & Client requests. Also involved in reporting statistical findings to work colleagues and senior managers.
  • Stakeholder Management, Business Improvement and Client Billing.
  • Advising on the suitability of methodologies and suggesting improvements.
  • Good communicator, excellent interpersonal skills and ability to work effectively with less supervision.
  • Possess strong analytical and troubleshooting skills.

Analyst

FIS Global Business Solutions
08.2018 - 08.2022
  • Built out the data and reporting infrastructure from the ground up using MS Excel, MS SQL Power BI to provide real-time insights into the product, marketing funnels, and business KPIs.
  • Built operational reporting in Excel to find areas of improvement for the process on daily, weekly and monthly basis.
  • Performing daily system checks.
  • Developing data analytical databases from complex financial source data.
  • Stakeholder Management, Business Improvement and Client Billing.
  • Data entry, data auditing, creating data reports & monitoring all data for accuracy.
  • Supplying qualitative and quantitative data to colleagues & clients.
  • Advance technical knowledge with good understanding of business processes.
  • Excellent project management and critical thinking skills.
  • Provides supports to supervisors by documenting organizational structures, internal processes and clients’ business requirements.

Operations Team Member

FIS Global Business Solutions
06.2017 - 08.2018
  • Receiving general requests and inquiries via chat from customers regarding high bills, home broadband, final bills, connecting or disconnecting of service, transfer of accounts, or refunds of deposits, processing the requests and inquiries with tact and politeness.
  • Investigating the complaints of excessive phone bills or reports of low network query.
  • Offered front-line support and customer education to new and existing customers.
  • Assisted with complaints, orders, errors, account questions, billing, cancelations, and other queries.
  • Provided shipment-status reports to customers and tracked shipments to ensure timely delivery.
  • Managed inbound and outbound billing and charges for customers based on sales contracts and tariffs.

Education

Bachelor of Science - Information Technology

Sikkim Manipal University
09-2016

Skills

  • Tools & Platforms: MS Excel (Advanced), MS SQL Server, Power BI, Power Query, Google Sheets, Looker Studio
  • Expertise: Data Analysis, Dashboard Reporting, Workforce Management, Automation, Performance Metrics
  • Soft Skills: Problem-solving, Team Leadership, Client Communication, Strategic Thinking, Stakeholder Management

Timeline

Team Lead BA/WFM

Cognizant Technology Solutions
02.2023 - Current

Digital Transformation Analyst

FIS Global Business Solutions
08.2022 - 01.2023

Analyst

FIS Global Business Solutions
08.2018 - 08.2022

Operations Team Member

FIS Global Business Solutions
06.2017 - 08.2018

Bachelor of Science - Information Technology

Sikkim Manipal University

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Sahil Sharma