SUMIT AGGARWAL
Calgary, AB
Summary
Business Analyst with 10+ years of experience in interpreting and analyzing data to derive business solutions. Good knowledge of statistics, mathematics, and analytics with a good understanding of business operations.
Overview
18
18
years of professional experience
Work History
Business Analyst- PXT (Recruiting Engine) L4
Amazon
06.2022 - 01.2024
- Managing PXT team recruiting operations to detect deviations in demand or supply and making decisions to balance intraday effectiveness
- Leading WFM & MIS team to develop automated solutions to streamline business processes by translating complex datasets into clear and actionable visualizations. Tools (SQL, Power BI)
- Engage in strategic collaboration with key stakeholders and business proprietors to meticulously gather, define, and assess requirements, specifications, processes, and their consequential impacts.
- Proactively anticipate and meticulously analyze the needs of stakeholders to effectively address business challenges and pinpoint opportunities for enhancement and operational streamlining.
- Providing ongoing support and maintenance for reports along with management dashboards, ensuring seamless functioning of critical business intelligence systems
- Deep Dive into the process to identify areas of improvement and drive programs to increase accuracy and quality.
- BCP manager for Amazon PXT global operations team to manage disaster and recovery process
- Working closely with internal and external stakeholders to drive analysis, capacity, and alignment with business stakeholders.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
- Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
Deputy Manager-WaaS
Concentrix
12.2021 - 06.2022
- Oversee the WFM and MIS teams, guiding them in reporting, automation, and data analysis to enhance operational efficiency and decision-making processes.
- Collaborate closely with stakeholders to discern data requisites, subsequently transforming these needs into comprehensive reporting structures, visualizations, and actionable insights.
- Managing workforce management team, spearheading initiatives aimed at process enhancement and the establishment of service standards conducive to business excellence.
- Conduct regular monitoring of operational performance dashboards catering to Walmart Inc. and Sam's Club, ensuring alignment with organizational objectives and facilitating informed decision-making at all levels.
- Assisted in budget planning and management, allocating resources strategically for optimal department performance.
Business Analyst— CMC
British Airways
07.2012 - 03.2020
- Managing global operations for the British Airways corporate office based in DEL/HKG
- Creating IVR plans for British Airways global sites for call traffic management on BT Enterprise, Verizon cloud, AT&T Route It and Aspect Management Suite
- Deputy BCP manager for global operations to manage disaster and recovery process for British Airways contact centre
- Managing Business Transformation Projects related to telephony, IVR and Business continuity planning
- Collect and capture data daily/weekly & monthly for performance analytics using Excel, Python and Power BI
- Liaise with London Ops Control, Airport Security, and Global Airport Managers in support of incidents and operational disruption.
Senior Analyst Planning and Reporting Centre
Vertex Data Science India Ltd.
04.2008 - 07.2012
- Managing planning and scheduling activities pertinent to operations, ensuring optimal utilization of resources and alignment with organizational objectives.
- Oversee the development and implementation of Management Information Systems (MIS) reporting mechanisms tailored to cater to the unique needs of global sites, facilitating informed decision-making processes and enhancing operational transparency.
- Facilitate weekly review meetings aimed at assessing the performance of the Contact Centre, collaborating closely with the Business Manager and onshore clients to analyze key metrics, address challenges, and strategize solutions for continual improvement.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
WFM Analyst
Bid TV, Price Drop TV, Sit-up Channels
11.2005 - 02.2008
- Monitoring and analyzing call centre performance on a real-time basis ensuring effective utilization of staffing and achievement of service level agreements
- Scheduling and Planning for the contact centre
- Assisting in supporting other departments Offline, Inbound and Outbound and meeting daily targets assigned.
Education
Skills
- SQL, Basic Python, Base SAS certified & VBA,
- Data Visualization – Power BI, Minitab
- Six Sigma Black Belt
- Workforce Management
- Business Planning
- Data Analysis
- Business process improvement
- Workflow Analysis
Work Authorization
Canada PR
References
Available on request
Timeline
Business Analyst- PXT (Recruiting Engine) L4
Amazon
06.2022 - 01.2024
Deputy Manager-WaaS
Concentrix
12.2021 - 06.2022
Business Analyst— CMC
British Airways
07.2012 - 03.2020
Senior Analyst Planning and Reporting Centre
Vertex Data Science India Ltd.
04.2008 - 07.2012
WFM Analyst
Bid TV, Price Drop TV, Sit-up Channels
11.2005 - 02.2008
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