Manager – M&P, Quality and Process
AT&T
Total des années d'expérience :21 years, 5 Mois
• As a part ‘Business Process/Management team’, I am responsible for providing various key analyses to come up with opportunities and then converts the analytics finding into process improvement projects to realize enterprise level cost savings (with annual goal of $6 million with a capture ratio over 60%). Below is a list of few key achivement.
Study Design, Chief Data Analyst on IPDSL activation and assurence study combinely identified an opportunity over 800 millions.
As Project Manager successfully completed ‘Daily Repeat Rate reduction (reduce 15%)’ which saved $3 million/year.
IVR call routing (call deflection) redesigns and enhance customer authentication process by developing new business logic, which effectively saved $10 million/year.
Enhance ‘Self Service Opportunity’ to realize $5 million saving / year.
Provided various analysis and work as a SME to help business in reducing infraction, unnecessary dispatch & repeat; improve FCR which recognized a savings of $10 million/year.
Proactively taken leadership and initiated multiple projects to reduce Misdirect calls and Tier 2 escalations, thereby saving $20 million for 2 years.
Registration server improvement, improving CPE delivery and sales commitment that effectively reduced call rate and improved customer tenures.
Reduce cancel order and improve sales efficiency by coordinating with sales, networking and field operation teams by implementing a ‘Single Order Solutions’.
Coordinate and worked with product marketing team to effectively launch value added products, services, packages and various promotions.
• As a Program / Portfolio manager, I was responsible for leading a group of highly skilled technical team of 35 members to provide enterprise level ‘Business Analytic’ solutions.
Collaborated with various business groups to gather business requirements and created ‘Business Analytics’ projects to provide business solutions
Responsible to deliver with more than 99% SLA and quality assurances.
Lead to design and implement various data marts for a customer base of more than 15 million.
Below is a comprehensive list of, but not limited to, high visible projects I had managed
Designed and implemented daily IVR feed which reduce 500K calls/month.
Helped to design customer satisfaction survey questionnaire and provided analysis based on customer feedback.
Provide predictive and root cause analysis to developed and enhanced call center operations.
Provided various sales analyses.
Viability and post-production analysis to measure success for various ‘Attached products’.
Developed and provided various audit reports for customer billing and accounts department.
Provide report and analysis for paralegal department on Adhoc basis in a timely manner.
Developed executive and operational dashboards for various departments.
System design and developed an internal AT&T web based solution for ‘reporting and analytics solutions’.
Software used - Teradata, Oracle, SQL Server, Business Object, Crystal Report, SAS, Minitab, Microsoft Office
• Managed and lead the San Ramon office team (18 members) of excellent and highly skilled technical team to bring an out of the box innovative business analytic solutions.
• Always maintained more than 99% SLA and Quality assurance.
• Collaboration with various business groups and creating a Business - IT synergy to provide the best solution.
Software used - Teradata, Oracle 8i, SQL Server 2000, Business Object, Crystal Report, ER Studio, VB Script, SAS, Minitab, Scheduler, cold fusion, Java
Consultant (as Sr. Business Analyst) - SBC (SBCIS), San Ramon
• Collect and organize operational data into metrics reports, provide a series of data analysis to measure corporation success and drive improvements in end to end (sales, product marketing, order processing, CRM, fields and billing) operating efficiency
• Design and implement Data warehouse / Data mart
• Provided training to the team members in dispensing the latest technical knowledge skills.
Software used - Teradata, Oracle 8i, SQL Server 2000, Business Object, Crystal Report, ER Studio, VB Script, SAS, Minitab, Scheduler, cold fusion, Java
Consultant (as Project Lead / Programmer Analyst) - EMSI, San Jose
• Reviewed and analyzed business and technical requirements for the proposed data mining tool; developed requirement specifications; analyzed and designed systems and databases
Software used -ER Studio, Oracle 8i, SQL Server 2000, ASP, VB, IIS