VISHWANATH M
Bengaluru
Summary
Experienced Workflow Analyst with advanced skills in Excel, SQL, and large-scale reporting/visualization tools. Skilled in data analysis, trend identification, and workforce planning to support organizational goals. Strong communication skills and ability to meet tight deadlines while prioritizing workloads. Proven track record of implementing effective solutions and achieving results in a fast paced, ever-growing business environment. Multitasking abilities and a valuable asset to any team.
Overview
4
4
years of professional experience
Work History
Workflow Analyst I
Amazon
Bengaluru
04.2022 - Current
- Optimized staffing levels and forecasted workforce needs as a Workforce Analyst
- Implemented efficient scheduling solutions and conducted data analysis to support organizational goals
- Proficient in using SQL and Power Query for data extraction, transformation, and analysis
- Created insightful Excel and QuickSight dashboards to visualize and communicate key workforce metrics and trends
- Automated multiple repetitive tasks to improve operational efficiency
- Led the reporting efforts and owned a Business Unit (BU) called EMC (Escalate My Case), responsible for impact analysis and deep dive investigations
- Delivering business data and visualization requests through dashboards and reports and automated reporting frameworks to reduce manual dependencies
- Highly skilled in root cause analysis, proposing solutions, and implementing them to achieve operational excellence
- Marketplace: Middle East and EU
- Providing prompt and efficient service to Amazon Sellers including the appropriate escalation of Sellers issues
- Contributing to a positive team environment and proactively aiding team members with difficult contacts as needed
- Worked on 'Non-Value-Added Tickets' Project- Owning responsibility to drive the NVA bit across AE/SA and UK marketplace
- Worked across different OU (EU5) as per business requirement
Completed under SPS WFM RTA team
04.2023 - 12.2023
- Implemented an automation project to streamline the contacts handled and the ACHT report
- ACHT is a major metric for the weekly business review
- In the absence of visibility to the metric, wrote a SQL query and scheduled a weekly extract job to fetch the data and used excel and metric job to visualize, reducing the manual efforts and errors
- This helped to identify associates with high ACHT cases and to deep dive into what's driving this
- As a result, ACHT time decreased from 14 minutes at week 40 to 10 minutes at the latest week 04, an improvement of 28.57%
Completed under SPS WFM RTA team
03.2023 - 12.2023
- High unscheduled and extended AUX duration were impacting high productivity leading to SL misses at multiple intervals
- No report or dashboard was available with code level non-adherence with reader friendly format
- Developed a Non-Adherence file to transform Alvaria real-time feed source numbers into a readable format using PQ
- Initiated a pilot program with GAT BU, subsequently expanding to EMC, SEED, and TME
- Notable progress observed, with a reduction from 458 hours in WK 14 to 159 hours in WK 33, adding 299 hours back to production
Completed under SPS WFM RTA team
03.2023 - 12.2023
- We observed a significant increase in missed contacts for the live channel, leading to a consistent impact on the overall live service level for GAT and EMC
- Initiated a pilot program for the missed contact report with GAT BU, encompassing missed contact phone, chat, and WI, as well as error idle time and top contributors by querying the data from cluster using SQL with the help of Hubble
- Developed a file to streamline the preparation process and shared it with Ops for associate-level data
- Successfully implemented the missed contact report for GAT and later expanded it to EMC
- Notable improvements were observed for EMC, with missed voice contacts decreasing from 85% in WK36 to 48% in WK40, and an overall improvement in missed contacts from 29% in WK36 to 16% in WK40, reflecting a 12% enhancement
Completed under SPS WFM RTA team
02.2023 - 10.2023
- Interruptions pilot for LESC Phone skills required to turn interruptions ON and OFF based on SL criteria, along with the need to track these changes
- Created a file to easily make changes to the profile Interruptions and keep track these changes
- With 300 profile hyperlinks in the file, wrote VBA code to open multiple links together with a single click
- These improvements resulted in a reduction in the manually efforts, errors and time taken to make changes to Interruptions, from 1 hour to just 15mins
Completed under SPS WFM RTA team
03.2023 - 08.2023
- Created a daily SIM-performance visualization with all the necessary details (backlog, aging and performance) and began sharing it with the respective audiences to facilitate tracking of performance
- Started YTD sim performance service level report featuring a graphical visualization of a 10-week trend using Quicksight for visualization and SQL to retrieve the data
- As a result, SIM count decreased from 330 in WK20 to 116 in WK22, improvement of 65% and increase in RTAs sim performance demonstrating my ability to analyze data, develop effective solutions, and improve business operations
Sr. Seller Support Associate
Amazon
Bengaluru
03.2021 - 04.2022
Education
Bachelor of Engineering - Electronics and Communications
BTL Institute of Technology
Bengaluru, India01.2020
Skills
- SQL
- Spreadsheets (MS Excel & Google Sheets)
- AWS Quicksight
- ETL/M
- MS Office
- Data Analysis
- Process Improvement
- Collaborative Problem-solving
- Business process improvement
- Workflow management
- Business intelligence
- Report generation
- Process automation
- Requirements gathering
Projects
SIM Service Level Performance Flash, 04/01/23, 12/01/23, Implemented an automation report to identify the root cause of live channel business impact for multiple skills simultaneously and to retrieve interval-level miss details with reasons for YTD, QTD, WTD, FTD. Transformed the manual investigation process into a single file, reducing effort and errors. Enabled filters and column selection, improving accessibility and interactivity for RTAs. Deep Dive File for Live Channel, 03/01/23, 08/01/23, Created a daily SIM-performance visualization with all the necessary details (backlog, aging and performance) and began sharing it with the respective audiences to facilitate tracking of performance. Contacts Handled & Average Concurrent Handle Time (ACHT) Report, 12/01/23, 01/01/24, Implemented a project to streamline the contacts handled and the ACHT report, reducing manual efforts and errors. Live Channel Interruptions Tracker, 02/01/23, 10/01/23, Created a file to easily make changes to the profile Interruptions and keep track of these changes. Missed Contacts Report, 06/01/23, 08/01/23, Initiated a pilot program for the missed contact report with GAT BU, encompassing missed contact phone, chat, and WI.
Awards
- GEM Award, 01/01/23
- Rewards and Recognition - WFM Shining Start, 01/01/23
- SPS WFM Certificate of Recognition, 01/01/23
- SPS Peak R&R, 01/01/21
Timeline
Completed under SPS WFM RTA team
04.2023 - 12.2023
Completed under SPS WFM RTA team
03.2023 - 12.2023
Completed under SPS WFM RTA team
03.2023 - 12.2023
Completed under SPS WFM RTA team
03.2023 - 08.2023
Completed under SPS WFM RTA team
02.2023 - 10.2023
Workflow Analyst I
Amazon
04.2022 - Current
Sr. Seller Support Associate
Amazon
03.2021 - 04.2022
Bachelor of Engineering - Electronics and Communications
BTL Institute of Technology
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