VENKAT NAG

· Designed, developed, and maintained Power BI dashboards and reports to track operational, performance, and business KPIs.

· Built optimized Power BI data models using star schema principles, efficient relationships, and DAX best practices to improve report performance and reduce refresh times.

· Applied Power BI performance optimization techniques, including query folding, optimized DAX measures, reduced column cardinality, and efficient data refresh strategies.

· Developed agent performance dashboards that provided real-time visibility into individual and team metrics, driving accountability and improving overall business performance.

· Integrated Salesforce reports with Power BI using Power Automate, automating data flows and reducing manual reporting effort by 70%.

· Ensured high data quality through validation checks, reconciliation processes, and audit-ready reporting.

Improved product quality and customer satisfaction by 80% by creating and enforcing quality assurance procedures to minimize errors

Additional Responsibilities (Client & Team Management):

· Acted as a client-facing analyst, gathering reporting requirements from leadership and directors and translating them into technical and functional specifications.

· Managed and mentored a team of two analysts, overseeing dashboard delivery, data accuracy, and reporting timelines.

· Owned agent incentive calculations and reporting, ensuring 100% payment accuracy through robust validation and control mechanisms.

· Developed and automated Excel-based KPI reports, mastering logic building, advanced formulas, data validation, and performance tracking.

· Supported leadership with operational insightsby analyzing trends, identifying performance gaps, and presenting actionable findings.

· Improved reporting efficiency by standardizing KPI definitions and reporting templates across teams.

· Reduced Excel performance issues by using MS Access as a backend data source for raw data, writing SQL queries in Accessto clean, aggregate, and structure data before connecting it to Excel.

· Built optimized intermediate tables in Access, significantly reducing Excel file size, load time, and processing overheadwhile improving report stability.

· Delivered high-quality customer support while adhering to strict SLAs, KPIs, and quality standards.

· Built strong communication, problem-solving, and stakeholder interaction skills in a fast-paced, global environment.

· Gained hands-on exposure to BPO operations and performance-driven service delivery models.