Automate Service Desk volume by 40% over 3 years of time was the task assigned to us.

We identified Top Issues and Resolutions and proposed approximatly 38% of deflection from Service Desk to InteliServe Automated Platform

Design Power BI dashboards by pullingdata from various SharePoint locations and combine them in PowerBI using power query and build Dashborads on it.

Present the analysis to the client and work on recemmendations

Set up an analytics centre of excellence at BLR Airport to identify opportunites to digitally transform and enhance its operational scale to meet customer demand now and into the future.”

Create different views for various departments to understand the performance and check impact of flight delays by using Sentiment Analysis and NLP

Lean Sigma Black Belt Project was initiated to reduce overall AHT for the desk from 14 minutes to 8 Minutes by helping agents reduce After call work time

Proposed a Flowchart modeled interactive tool to help agents with most common trobuleshooting steps which will take input from agent and suggest the next step and also capture that in a textbox

Added Disclaimers and other important KB Articles as tool tips to reduce navigation time between various tools.

Standaerdized the documentation for all agents and added reminders for any sales made or cancelled