Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Hobbies and Interests
Timeline
Generic
VIKAS JUTTU

VIKAS JUTTU

Hyderabad

Summary

Dynamic Intraday Analyst at Electronic Arts Games, skilled in performance monitoring and schedule optimization. Expertly enhanced service levels through data-driven insights and real-time reporting. Proven ability to collaborate cross-functionally and mentor teams, driving continuous improvement in customer service and operational efficiency. Proficient in Tableau and Salesforce. Insightful Analyst known for high productivity and efficient task completion. Possess specialized skills in data interpretation, statistical analysis, and predictive modeling which enhance problem-solving capabilities. Excel in communication, teamwork, and adaptability, ensuring seamless collaboration and innovative solutions in dynamic environments.

Overview

10
10
years of professional experience

Work History

Intraday Analyst

ELECTRONIC ARTS GAMES PVT LTD
Hyderabad
04.2022 - 05.2025
  • Developed expertise in Electronic Arts operational metrics and community experience objectives.
  • Analyzed trends to enhance service levels, adherence, and forecast variances.
  • Executed real-time configuration and staffing plans across multiple partners.
  • Utilized tools like Aspect, Tableau, and Salesforce for reporting and monitoring.
  • Created optimized agent schedules to maintain SLA and occupancy targets.
  • Conducted scenario planning and sensitivity analysis to address business changes.
  • Collaborated with cross-functional teams on projects related to analytics initiatives.

Real Time Analyst

Sitel India Private LTD
Hyderabad
06.2020 - 04.2022
  • Managed real-time call center operations to meet service levels and productivity targets.
  • Provided recommendations on how to optimize operations based on findings from analysis of data sets.
  • Monitored intraday performance across multiple queues and channels.
  • Executed real-time decisions to manage service levels and inform supervisors of variances.
  • Generated and distributed performance reports to stakeholders.
  • Utilized IEX for monitoring adherence, ensuring agent compliance with schedules.
  • Updated schedules based on current contact volume and emergencies.
  • Analyzed adherence trends, agent behavior, and performance KPIs through detailed reports.

Associate Command Center

Convergys India Pvt Ltd. (Concentrix)
Hyderabad
11.2018 - 05.2020
  • Supported multiple programs utilizing diverse forecasting methodologies.
  • Coordinated troubleshooting efforts for Tier One escalations.
  • Executed data entry and monitored performance metrics in real-time.
  • Managed call volume and labor resources efficiently.
  • Utilized IEX tool for live agent monitoring and real-time alerts.
  • Identified attendance issues and ensured schedule compliance through proactive monitoring.
  • Enhanced productivity across contact center operations.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Subject Matter Expert

24/7 Customer Services Pvt Ltd
Hyderabad
04.2015 - 11.2017
  • Served as subject matter expert on ISP products, services, and technologies.
  • Resolved escalated customer issues with high complexity efficiently.
  • Analyzed root causes of recurring customer problems to implement solutions.
  • Maintained and updated internal knowledge bases to enhance team resources.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Mentored junior staff members on best practices related to product design and implementation strategies.
  • Offered one-on-one support for team members and managers to drive continuous improvement.

Education

Bachelor of Science - Mechanical Engineering

CMR Technical Campus
Hyderabad
06-2014

Skills

  • Avaya CMS
  • Google Sheets
  • Microsoft Power BI
  • Salesforce
  • Tableau
  • MS Excel
  • Zendesk
  • IEX
  • Schedule optimization
  • Performance monitoring
  • Real-time reporting
  • Customer service
  • Process improvement

Accomplishments

  • Best Resolution Expert: Awarded the best Resolution Expert and CSAT specialist for financial year 2016/17
  • Top Resolution Performance: Achieved the highest Resolution % for 4 quarters consecutively
  • Star Award Winner: Star Award Winner in Concentrix
  • Compliance Excellence: Achieved the highest Compliance scores for a financial year
  • Star Performer Recognition: Achieved reach for star performer for Q1 and Q3

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2

Hobbies and Interests

  • Sports, Travelling, Cooking & listening podcasts

Timeline

Intraday Analyst

ELECTRONIC ARTS GAMES PVT LTD
04.2022 - 05.2025

Real Time Analyst

Sitel India Private LTD
06.2020 - 04.2022

Associate Command Center

Convergys India Pvt Ltd. (Concentrix)
11.2018 - 05.2020

Subject Matter Expert

24/7 Customer Services Pvt Ltd
04.2015 - 11.2017

Bachelor of Science - Mechanical Engineering

CMR Technical Campus

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VIKAS JUTTU