Customer Focus & Data Analyst
Bath Fitter
Keywords
Data Analysis
SPSS (Software)
Analysis Of Variance (ANOVA)
Asana
Data Processing
Google Docs
Graphical User Interface
Linear Regression
Microsoft Visio
Service Orientation
Skills
data, Google docs, MSOffice, Pivot, Macros, Visio, Power point, Gsuite, Outlook, Asana, Analytics, Google, Linear Regression, ANOVA, SPSS, GUI, Data Processing
Project history
01/2017
-
01/2019
Bath Fitter
* Management & Sales Report ( Daily, Weekly & Monthly)
* Conducting Surveys & Feedback Analysis
* Emails, Text & Chats
* Management & Sales Report ( Daily, Weekly & Monthly)
* Conducting Surveys & Feedback Analysis
* Emails, Text & Chats
01/2014
-
12/2015
Business Analyst
Analytic Edge
Analytic Edge
* Data Extraction ,Data Collation.
* Linear Regression, Ttests ANOVA (SPSS)
* GUI to display final results
* Data Extraction ,Data Collation.
* Linear Regression, Ttests ANOVA (SPSS)
* GUI to display final results
01/2003
-
12/2011
Assistant Manager Operations
HSBC Electronic Data Processing India Private Limited
HSBC Electronic Data Processing India Private Limited
Responsibilities
* Monitor Call Flow and Maintain SLA
* Handling Escalation Calls
* Handle Internal and External Complaints
* Prepare and Analyze MI reports
* Forecasting the calls and Capacity Planning
* Develop and Maintain a cordial relation with Host Site
* Effectively handle operational issues Absenteeism, Sickness
* Coach and Develop Team to handle additional responsibilities
* Contingency Planning (cross train)
* Conducting Appraisals
* Conducting Audits and adhering to the compliance policies
* Effective utilization of resources
* Call and Queue Monitoring and providing Feedback to enhance performance of team Projects
* Duplication of Tasks -Lean Certified Project -Case Reference- Savings of $1443.73
* Elimination of Maintaining Manual Case Records-Lean Certified Project -Savings of
$12436.82
* Attachments on KANA-Customer satisfaction and savings in postal and paper charges
* Automation of Closure of Message- Lean Certified Project-Savings of $7165
Responsibilities
* Monitor Call Flow and Maintain SLA
* Handling Escalation Calls
* Handle Internal and External Complaints
* Prepare and Analyze MI reports
* Forecasting the calls and Capacity Planning
* Develop and Maintain a cordial relation with Host Site
* Effectively handle operational issues Absenteeism, Sickness
* Coach and Develop Team to handle additional responsibilities
* Contingency Planning (cross train)
* Conducting Appraisals
* Conducting Audits and adhering to the compliance policies
* Effective utilization of resources
* Call and Queue Monitoring and providing Feedback to enhance performance of team Projects
* Duplication of Tasks -Lean Certified Project -Case Reference- Savings of $1443.73
* Elimination of Maintaining Manual Case Records-Lean Certified Project -Savings of
$12436.82
* Attachments on KANA-Customer satisfaction and savings in postal and paper charges
* Automation of Closure of Message- Lean Certified Project-Savings of $7165
04/2011
-
10/2011
Operations Analyst
Gartner
Gartner
* Checking, Approving as per Rules of Engagement and Tracking Account Moves
* Preparation of Territory Outline Plan, Reviewing the Plan and sending it to the Hiring
Team for recruitment
* Providing Visibility to the Associates of their territory in Gartner on Day 1
* Verticalisation of Territory by creating optimal territories.
* Checking, Approving as per Rules of Engagement and Tracking Account Moves
* Preparation of Territory Outline Plan, Reviewing the Plan and sending it to the Hiring
Team for recruitment
* Providing Visibility to the Associates of their territory in Gartner on Day 1
* Verticalisation of Territory by creating optimal territories.
Local Availability
Only available in these countries:
India
