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- 1. J U N A I D M A L I K A1/402, MARBLE ARCH LODHA COMPLEX LODHA ROAD MIRA ROAD (E) MUMBAI 401107 PHONE NO: 9819973695 : E-MAIL: noble_dhump@yahoo.com PERSONAL DETAIL Date of Birth : 09.03.1978 SKILL SETS Strong Business Objects and WEBI Strong freehand SQL scripting knowledge on Business Objects. Strong MS Access and SQL Strong MS Excel skills Strong Analytic skills Strong Problem Solving skills VBA Macros skills PROFESSIONAL EXPERIENCE Working for Tech Mahindra Business Services Ltd (was 3 Global services before Tech Mahindra Acquired) since September 2006 till date as an Operational Analyst Accountabilities/Responsibilities : Handles work independently and accurately Forecasting of calls, sms and service suspension Manage large and complex data sets On SQL and Business Objects Create meaningful managerial reports from various sources Manage multiple priorities and deliver timely results Acquire, analyze and access the integrity and consistency of data Keep oneself updated on all regulatory/product/technical changes Provide feedback to relevant department on issues resulting in improvement. Highlight systemic issue if any with the relevant area Assist on projects as required, providing technical input and business perspective
- 2. KEY RESULT AREAS: Business Intelligence: On-time and accurate redress of issues relating to product Analysis of customer life cycle in telecom industry by analyzing customer touch points which are contact centre. Analysis of complaint, repeat and transfer calls and provide suggestion to the change management team for change in process Various reports on Customer Satisfaction, identifying the detractors from the department to improve the CSAT. Reporting on Net Promoter Score. Analysis of customer pain areas and drivers for complaints. Customer impact analysis of various policies and business decisions. Recommending changes to current methodology on customer management. Post implementation review analysis Business and System Analysis Root cause analysis for contact centre performance. Campaign response analysis for Lead Generation and Process Change. Analyzing impacts of future process/policy changes and their impact on contact centre and calculation of FTE requirements to maintain service level and AHT. Presenting this analysis to the managers and get actions to minimize impacts. Assist the Vice President in high level analysis of centre performance. Creating business presentations for the board. Contact centre performance reporting and reports on efficiencies. Daily weekly and monthly dashboards for management and for FTEs to keep a track of their performance. Using Business Objects, SQL and Hyperion to extract data. Using MS Excel, Pivots and MS PowerPoint to create and present reports. Create and design new templates for new reports based on operational requirements. Automation of reports to make them easier to update and present to operations. Periodic auditing of all reports to ensure that reports are accurate. Catering to the top operational management for all reporting needs Liaison with various operations departments Testing of various performance dashboard and providing feedback on improvement
- 3. Reporting of Revenue generation Problem solving and decision making Customer focus, ability to communicate at all levels Excellent product knowledge Operational Excellence: Identify process improvement opportunities Establish and manage projects / initiatives to deliver improvement opportunities Provide expert technical referral support to the team Conduct needs assessment for the team, based on various audits Ensure accurate and timely reporting Assisting the team in handling complex enquiries Understand the different areas of operations within the company and propagate the company values Ensure compliance with quality initiatives Keep abreast of organizational, industry and market information. Effective liaison with various departments to gain support and resolve issues Identify, facilitate and implement process improvement ideas to improve efficiency Preparing and analyze reports Ensure accurate and timely reporting to all stakeholders Proactively identify problems and present solutions Monitoring and reconciliation of data. Worked with Seva Sonography Centre Ujjain from Apr 1998 till Jan 2005. Accountabilities/Responsibilities : Making Reports for the patients for Sonography, X-Ray and Pathology. Performing Lithotripsy (Laser Kidney stone crasher) on patients. As a Marketing executive meeting doctors to send cases to our Diagnostic Centre. Managing the office taking care as an office administrator. Handling Accounts. Worked with Surya Industries from 1996 till 1998 Accountabilities/Responsibilities : Handling a team of about 20 people as a supervisor. Managing companys account
- 4. Travelling across the India for purchasing raw material and marking goods. EDUCATION March 1996, HSC, MP Board, Ujjain March 1994, SSC, MP Board, Ujjain ADDITIONAL QUALIFICATION Diploma in Computer Applications from Andhra Pradesh Computers Academy Ujjain Diploma in C & C++ from NIPS Ujjain. Diploma in AutoCAD from ZED Career Academy Ujjain. Diploma in Tally 5.4. Certificate course in MS SQL from Computer Station Inc Mumbai LANGUAGES KNOWN English, Hindi, Urdu