Yashesh Gupta
MIS Executive
Mumbai
Summary
Knowledgeable WFM analyst with solid background in data analysis, report generation, and process improvement. Adept at transforming complex data into actionable insights, leading to enhanced decision-making. Displayed strong analytical and problem-solving skills in previous roles, consistently contributing to team success and operational efficiency.
Overview
7
7
years of professional experience
Work History
MIS Analyst
Teleperformance India
Mumbai
03.2023 - 06.2025
- Collected, organised data for reporting purposes.
- Produced statistical analysis, reports and presenations using Microsoft Excel spreadsheets and other MS applications.
- Produced monthly Management Information reports and dashboards, clearly illustrating data trends to identify growth opportunities along with several other dashboards.
- Utilized in-depth analysis and creative problem solving to troubleshoot reporting issues.
- Prepared monthly adhoc reporting in alignment with client needs.
- Prepared Scorecards and Incentives for the employees.
WFM Analyst
Teleperformance India
Mumbai
11.2021 - 02.2023
- Worked closely with Operations, to help maintain the Service Level Agreement set by the Client
- Monitored the schedules, call volume, AHT, and every parameter to meet the targets of the client, through tools like CRM, Avaya, IEX and Nice
- Ensuring optimum service levels are achieved to deliver consistent performance
- Prepared timely and accurate reports as per the business requirement to submit to the relevant department heads and management
- Scheduled breaks for the advisors as per the call volumes
- Prepared hourly reports putting a light to shrinkage and the call volumes along with the SLA% at the moment.
Customer Service Cum Sales Executive
Teleperformance India
Mumbai
10.2019 - 11.2021
- Developed rapport with customers quickly to identify needs and provide solutions.
- Answered customer queries on new products, services and sales offers to increase sales.
- Kept strong knowledge of company rules and policies to address returns, faulty products and delayed delivery issues.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Kept strong knowledge of product range details to efficiently answer customer questions.
- Maintained in-depth knowledge of competitor products, identifying price changes, market developments and emerging threats.
- Enabled customers to find answers by providing extensive details on system navigation.
- Added value to customer purchases by upselling additional products and services.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
Sales Executive
Epicenter Technolgies Pvt.Ltd
Mumbai
08.2018 - 08.2019
- Maintained extensive knowledge of insurance products to provide detailed specifications to customers.
- Responded quickly to client requests with excellent systems knowledge.
- Assessed customer insurance needs through in-depth analysis and consultative sales approach.
- Increased add-ons by making recommendations based on client needs.
- Utilised sales and negotiation skills to complete sales pitches and closures.
Education
Secondary School Certificate. -
The Greenfingers School
Akluj, MHHigher Secondary Certificate -
Mithibai College
Mumbai, MHSkills
Excellent team player, self-motivated and proactive
Accomplishments
- Been a Subject Matter Expert (SME - Mentor) (Year - 2020)
- Promoted as a Real Time Analyst ( Nov’21 )
- Best performer - RTA ( May-July'22)
- Best performer - MIS ( Q2 and Q3 Year - 2023)
- Streamlined and managed 2 International sites (Penang and Morocco) single handedly with all MIS tasks and requests. (2024 onwards)
Languages Known
- English, Hindi and Marathi
Additional Information
- State Level Basketball Player (Associations)
- Competed IRDAI Certification
Timeline
MIS Analyst
Teleperformance India
03.2023 - 06.2025
WFM Analyst
Teleperformance India
11.2021 - 02.2023
Customer Service Cum Sales Executive
Teleperformance India
10.2019 - 11.2021
Sales Executive
Epicenter Technolgies Pvt.Ltd
08.2018 - 08.2019
Higher Secondary Certificate -
Mithibai College
Secondary School Certificate. -
The Greenfingers School