Work Preference

Summary

Overview

Work History

Education

Skills

Certification

Timeline

Open To Work

Yateesh Shivakumar

Bangalore,KA

Work Preference

Job Search Status

Open to work

Desired start date: Immediately

Desired Job Title

Lead AnalystData AnalystDelivery and Support AssociateBusiness Planning Analyst (Contract & Full Time)

Work Type

Full Time

Location Preference

RemoteHybrid

Location: Bangalore, IN

Open to relocation: Yes

Salary Range

150000/yr - 200000/yr

Important To Me

Work-life balanceCompany CultureFlexible work hoursHealthcare benefitsPersonal development programs

Summary

Data Analyst with over 11 years of expertise in Support Operations, Contact Center Analytics, and Business Intelligence. Proficient in utilizing advanced tools such as Tableau, Power BI, SQL, and Workforce Management systems like Genesys and Verint to drive AI-driven insights that enhance service delivery. Specialized in forecasting, operational reporting, and analytics aimed at improving CSAT scores, SLA performance, and agent productivity. Proven track record of collaborating with cross-functional teams while upholding the highest standards of data governance, compliance, and reporting accuracy.

Overview

years of professional experience

Certifications

Work History

Lead Analyst

ACL Digital

09.2025 - Current

Developed & enhanced dashboards, improving KPI visibility (CSAT, AHT, EWT, Quality, Disconnects) for leadership reviews.
Conducted deep-dive analysis to identify drivers of operational performance, providing actionable recommendations to stakeholders with Automated reporting pipelines, data modelling, data protection & Security.
Optimized Power BI performance using Aggregations, Incremental Refresh, and Query Folding.
Mentored junior analysts and guided best practices in Power BI development and data modelling.
Support Operations Analytics (SLA, CSAT, Backlog, Case Volume) with AI Driven analytics & Predictive Insights.
Partnered with cross-functional teams to gather requirements, validate data, and deliver insights aligned with business priorities from Genesys Pure Cloud.

Data Analyst

Computacenter

04.2021 - 09.2025

Led migration of legacy reporting tools, transitioning CMS Avaya to Genesys and Pyramid to Power BI, enabling scalable analytics, improved SLA monitoring, and modernized visualization capabilities.
Oversee data accuracy and consistency within Computacenter databases through ongoing validation, audits, and updates, leveraging strong analytical skills and attention to detail.
Built scalable models using Composite Models and Dataflows. Applied advanced DAX optimization techniques and performance tuning.
Performed customer interaction analysis identifying recurring issues with the TCG approach.
Leveraged Genesys Topic Trend View to perform in-depth analysis of customer interactions, identifying recurring issues and interaction patterns to drive service improvements.
Create a Short & Long-term forecasting the based on the Historical data in Genesys with the predictive analysis.

Delivery and Support Associate

BT E-SERV India Pvt Ltd

05.2020 - 03.2021

Performed data variance analysis and debugged SQL queries, demonstrating critical thinking and attention to detail to ensure 100% accuracy in data extraction from multiple sources.
Applied advanced data cleaning and data normalization techniques, showcasing problem-solving skills to maintain data integrity and optimize retrieval processes.
Designed and delivered customizable dashboards using Power BI, leveraging creativity and stakeholder communication to provide actionable insights with the CISCO Webex.

Business Planning Analyst (Contract & Full Time)

Hewlett Packard Enterprise

07.2014 - 05.2020

Seasoned workforce management professional with expertise in forecasting, capacity planning, and real-time monitoring to optimize contact center performance.
Skilled in leveraging tools like CMS, Avaya, Verint, Excel, and Genesys software to drive data-driven decision-making and enhance operational efficiency.
Developed custom metrics to track progress against strategic goals, enabling more effective performance management and decisionmaking.
Implemented process improvements that led to significant time savings in routine tasks and reporting activities.