Santosh Chakravarthula
Hyderabad
Summary
Data-driven and Analytical Business Analyst with over 15 Years of experience in driving and delivering IT Projects, Strategic Solutions, and Optimizing Business Processes. Led Teams of 8 – 10 people across technology, business and design departments Detail-oriented business analyst with several years of experience conducting analysis and research to come up with solutions to common business problems. Polished in formulating business improvement strategies and overseeing new technology and system implementation. Commercially-aware professional with in-depth knowledge of computing systems and project management techniques.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Analyst
Bell Techlogix
06.2023 - Current
- Lending Solution Implementation
- Provide Weekly/Monthly/Quarterly Business Reviews for Service Desk, Deskside, and CIS
- Conduct screening tests and take up first-level interviews for suitable candidates
- Track, Maintain, and Communicate Process Updates, Quality and Performance of the Agents
- Provide Operational Reports that include – Break Compliance, Productivity, KPI Reports
- Conduct Team Huddles and Individual Agent Level Meetings to gauge performance at a High-Level
- Help communicate Knowledge Base Updates and report back the Challenges
- Set up Reports Daily/Weekly/Monthly at the High Level and Agent Level to track Transition progress
- Created Hyper Care Reports for Close Monitoring of Transition
- Played a key role in explaining the reports at a high level and providing a Go-To Action Plan
Contractor
Microland
04.2023 - 06.2023
- Worked as a Contractor providing Analytics to Bell Techlogix US and later moved to Bell Techlogix Payrolls as a FTE
Service Delivery Analyst
Unisys Global Services Pvt Ltd
08.2011 - 03.2023
- Drive SLA and Report Daily/Weekly/Monthly Score Cards
- Perform Volume Analysis for the Service Desk and draw multiple views to Understand factors that impact and recommend industry best practices
- Analyze Quality and Hygiene with Z321 / Shift Left/ Shift Best Analysis
- Discussions on process changes, improvements, and solutions
- Training and Brainstorming sessions on Client Requirements and Solutions
- Co-Ordinate with teams such as KM, Quality, Operations
- Document, Maintain, Track & Report Executive Committee Meeting
- Maintained Risks, Issues, Assumptions and Dependencies
- Maintain and Circulate Project Metrics
- Prepare and Publish Status Reports
Service Desk Team Lead/SME
Unisys Global Services Pvt Ltd
03.2013 - 12.2014
- Promoted as a Team Lead/SME for Microsoft Client
- Handled a Team of 75 assisting Microsoft FTEs Globally
- Responsible for Agent Stats, Staffing, Performance, Coaching and Improvements
Service Desk Analyst
Unisys Global Services Pvt Ltd
08.2011 - 03.2013
- Handled Volumes for Retail Clients
- Assisted in Software Updates, Programming, and Hardware Devices
Education
PG Diploma in MSc - Computer Systems Engineering
University of East London
UK01.2009
B.Tech - Electrical and Electronics Engineering
JNTU Hyderabad
01.2007
Skills
- CX One NICE Tool
- Interaction Reports
- Performance Rating
- Staffing
- Scheduling
- Escalations
- Incident Management
Certification
- ITIL V3 Foundation
- ITIL Intermediate CSIP
- Trained Lean Six Sigma
Accomplishments
- Automated All Agent Metrics in Power BI which helped the Leadership Team in Performance Rating
- Created Multiple Dashboards and a Forecasted view on Volumes with a 5% difference
- Performed Sentiment Analysis on VOC to understand the issues and recommend necessary solutions
- Created GAP analysis for the Current and Proposed state and moved ~15% volumes towards Automation
- Identified Opportunities, and worked with the KFS Team to implement necessary Solutions which increased the End User Productivity, in turn increasing the Survey Scores
Awards
- Best Analyst
- 2012
- 2013
- For meeting all metrics and receiving highest Client Appreciation
Timeline
Business Analyst
Bell Techlogix
06.2023 - Current
Contractor
Microland
04.2023 - 06.2023
Service Desk Team Lead/SME
Unisys Global Services Pvt Ltd
03.2013 - 12.2014
Service Delivery Analyst
Unisys Global Services Pvt Ltd
08.2011 - 03.2023
Service Desk Analyst
Unisys Global Services Pvt Ltd
08.2011 - 03.2013
- ITIL V3 Foundation
- ITIL Intermediate CSIP
- Trained Lean Six Sigma
PG Diploma in MSc - Computer Systems Engineering
University of East London
B.Tech - Electrical and Electronics Engineering
JNTU Hyderabad
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