Sudhanshu Tiwari

Deployed and deliver robust tracking mechanism for SLA/KPI on monthly basis

Working on daily reports required by senior leadership and delivering the requirements in a timely and accurate manner with business insights.

Using Pivot tables, graphs to provide in depth insights.

Created a BI dashboard to track productivity of operations on daily basis.

• Trigger alignment of schedules across the operation team with staffing requirements and operational metrics as and when required on intraday basis
• Communicate with WFM Scheduling Manager on any items that can be incorporated into the near-term action plan and schedule improvement
• Identify and analyze issue, complete post-mortem report and provide feedback
• Communicate with Partner/Client POCs to address variances
• First level of Escalation for Intraday issues
• Exposure to different business model

• Using tools like IEX, CMS, Avaya, and SRT to monitor the flow of volume, and agent productivity.

• Extracting Data and building Ad hoc reports.

• Training new joiners, giving them product knowledge.

• Created new AUX reports from the scratch for a new client like Facebook.

• Extracting data from Tableau and sending it to reporting team for their use.

• Learning and researching every tool and report for the new client, Facebook.

• Collecting, analyzing, and interpreting data related to sales, production, inventory, and other Business processes.
• Developing and maintaining databases, spreadsheets, and other data management tools to organize and report information effectively.
• Designing and implementing data dashboards and reports to visualize and communicate key performance indicators (KPIs) to management and other stakeholders.
• Ensuring the accuracy, completeness, and consistency of data across various systems and platforms.
• Collaborating with cross-functional teams to identify opportunities for process improvements and automation to enhance data quality, timeliness, and accessibility.
• Ensuring data security and privacy, and complying with relevant regulations and policies.
• Keeping up-to-date with emerging trends and technologies in the field of MIS and IT.

• Managed all complex complaints, issues and problems to maintain customer satisfaction.
• Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.