Swaleha Khatun
I P Extension Delhi
Summary
Versatile Senior Manager specializing reporting , vendor management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
3
3
years of professional experience
1
1
Language
Work History
Senior Manager Analytics
SBI cards
04.2021 - Current
- Responsible for overall portfolio performance on contact rates MIS Generation, Data Management and maintenance of Daily / weekly monthly Reports Owned all the Report Audit process for entire WFM Responsible for Billing Audit for Outsource Team along with related reports Communicated and coordinated with the technology team to ensure smooth running of the Operation Build Dialer set up for X-Sell and to help them in achieving their targets by publishing their required reports Have Knowledge of Voice and Non-Voice Database of Customer Service Responsible for all the Business Dashboard reported to Finance and SMT level reporting MIS Generation, Data Management and maintenance of Daily / weekly monthly Reports Specialized in handling end-to-end dialer administration on Concerto and Aspect Experience in Aspect 7.3 and 7.4 and ASBR Have knowledge managing real time desk role for around 250 Agents Proactively taking required steps to ensure SL is met, keeping close eye on other WFM metrics such as abn SL and occupancy Managed intraday service level acceptable goals
- Worked in close contact with collection managers and Portfolio Control managers to better Dialer Strategies Specialized in hard core collections and customer service operations environment Tools Used Concerto and Aspect
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Resolved complex business challenges by leveraging statistical modeling techniques and machine learning algorithms.
- Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
Senior Manager in WFM Reporting and Analytics
SBI Cards
03.2023 - Current
- Responsible for both Reporting for Collection and Customer Services
- Understand project objectives, collecting, storing, updating and managing large datasets, setting up strategies, according to the business need
- Measuring and analyzing marketing performance and optimizing the profit of investment
- Building efficient Statistical Models, developing Strategies, Understand stakeholder requirement and add functionalities, process automation, generating business insights, statistical analysis
- Handle large amount of dataset, generating business insights and setting up strategies according
- Ownership for running outbound collection campaigns with dialer and planning Strategy of Dialer Campaign
- Have a strong experience in Contact Center Work Force Management.
Vendor Management Specialist
SBI Card
04.2023 - Current
- Negotiated favorable contracts with suppliers, resulting in cost savings for the company without sacrificing quality.
- Identified cost-saving opportunities by analyzing historical purchasing data and recommending adjustments to sourcing strategies.
- Evaluated vendor performance through regular reviews, fostering continuous improvement in service delivery.
- Streamlined invoice processing by implementing an automated system that reduced errors and accelerated payment cycles.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
Education
B.A English Hons -
Zakir Hussain Delhi University
Skills
SAS
MS EXCEL
HYPOTHESIS TESTING
LOGISTIC REGRESSION
ANOVA
T test
CORRELATION
BASE SAS
SQL
Proc SQL
Tableau
- Strategic Planning
- Data Analytics
- Reporting management
Projects
Attrition and Digital Propensity, Predictive Modelling Development and Validation to attrition propensity, Developing a Logistic Regression model, Measuring the model performance, Generating a probability (KS) for each customer and finding out potential customer move to Digital Platform
Timeline
Vendor Management Specialist
SBI Card
04.2023 - Current
Senior Manager in WFM Reporting and Analytics
SBI Cards
03.2023 - Current
Senior Manager Analytics
SBI cards
04.2021 - Current
B.A English Hons -
Zakir Hussain Delhi University
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