Esa S.

Esa S.

Business Intelligence Enthusiast | Data Analytics Expert

Hyderabad , India

Experience: 14 Years

Esa

Hyderabad , India

Business Intelligence Enthusiast | Data Analytics Expert

41304 USD / Year

  • Start Date / Notice Period end date: 2019-10-06

14 Years

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About Me

Data Analyst with 14 years of diverse experience in Process Improvement and IT Analysis, Worked in coordination with six sigma process improvement teams for successful project delivery. Sound knowledge of Data Analytics and Visualization Tools l...

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Portfolio Projects

Master system integrator for providing Technology Support and IT infrastructure(Benguluru Airport)

http://www.bengaluruairport.com

Integrate various data sources and produce dashboards to show traffic to and fro

Company

Master system integrator for providing Technology Support and IT infrastructure(Benguluru Airport)

Contribute

Assigned to this project for developing immersive data views to track any flight delay patterns, passenger movement, SLA Reporting and identify delay reasons

Description

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.‚ÄĚ

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

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Tools

Azure Power BI

United Launch Alliance Center of Excellence

https://www.ulalaunch.com

Design and Manage Service Desk Performance Dashboard

Company

United Launch Alliance Center of Excellence

Role

Product Manager

Contribute

Designed Power BI Dashboards for Volume Distribution, Resolution Time, Customer Satisfaction and defects

Description

Design Power BI dashboards by pulling data 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

 

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Automation Analysis AFKLM

https://www.airfranceklm.com/en

Analyze 12 Months Volume to Understand Deflection Opportunities

Company

Automation Analysis AFKLM

Role

Product Manager

Contribute

Modeled and Cleansed data using python before getting in PowerBI and created Dashboards for Volume Analysis, Global ticket distribution, Deflection Opportunities and Automation Opportunities

Description

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

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Hawk Eye Automatic Documentation Tool

Develop a Tool to improve Documentation speed and Reduce After Call Time

Company

Hawk Eye Automatic Documentation Tool

Role

UI AND UX Graphic Designer

Contribute

Designed and Developed HTML Based Documentation tool with SQL back end for Automating Ticket Documentation for Common Issues

Description

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

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Skills

.NET Core CSS
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Verifications

  • Profile Verified

  • Phone Verified

Preferred Language

  • English - Fluent

Available Timezones

  • Eastern Daylight [UTC -4]

  • Dubai [UTC +4]

  • New Delhi [UTC +5]

  • China (West) [UTC +6]

  • Singapore [UTC +7]

  • Hong Kong (East China) [UTC +8]