Tools/Technologies: Looker(Data Visualization), Snowflake(Database), SSRS

Duration: 5 months

* Client is a payment solution for several businesses and provide end to end integrated payment solutions. There are four major mode of payment. I created multiple dashboards for homeaway and vacations units like Capacity and Planning, Staged Onboarding.

* Also created monitoring dashboards to ensure all the dashboards have latest data and raise an alarm for data discrepancy, if any

Tools/Technologies: Tableau, Informatica, Oracle

Duration: 14months

Led a team of 7 technical resources(all Tableau Developers). Client was a leading pharma organization.

My team was responsible for –

• Maintaining 300+ existing Tableau dashboards.
• Create new dashboards.
• Work on business specific enhancements/change requests.

As a team leader, my responsibility was to ensure quality of the work and delivery as per schedules. I was the POC from offshore and coordinatedwith all the stakeholders, including other technical team across different timezones.

Other responsibility/initiatives include -

• Create prototypes for new complex requirements.
• Assist client/user during UATs.
• Mentor other team members.

Tools/Technologies: Tableau, Informatica, Oracle, Qlikview, SharePoint

Duration: 18months

Suport and development of Tableau dashboards.

Tools/Technologies: Tableau, Alteryx, MS Excel, Oracle, HTML, JavaScript, CSS, R

Duration: 2.5 Yrs.

Business Problem:

Inaccurate ticket/call volume predictions.

Efficient capacity management and resource planning.

Inability to run staffing simulations and perform sensitivity analysis using operation levers such as shifts, capacity constraints and service level objectives

Modules:

Volume Forecaster - improves the volume predictions accuracy by leveraging multiple statistical models(created by modeling team using R)

Capacity Planner - estimates the minimum number of required full-time equivalents (FTEs) for each client-defined time interval based on the incoming volume patterns. The incoming volumes for the future-defined periods are available as an output from the Volume Forecaster module. The minimum number of required FTEs are estimated based on the target SLAs and key performance indicators (KPIs) defined by the client. The capacity planner can be customized based on several parameters or constraints defined by the user.

Agent Allocation - automatically designs shifts based on the attendance tracker and contractual hours of FTEs. It compares required and available resources, and identifies areas of overutilization or underutilization. It also suggests shifts considering all the criteria as defined by the user. Some examples of user-defined criteria could be resource rotations and breaks.

Agent Scheduler - Volume v/s time for current and baseline period.

Headcount data for processes/Delivery location.

FTE cost for current and baseline period.

Solution (Outcome):

​Reduce operational costs by 15-20 percent.

Increase occupancy and utilization by 10-12 percent.

Improve service level agreement (SLA) compliance to increase customer satisfaction by 20-25 percent.

Previosly worked on other projects -

• Growth and Attrition
• SoCo
• Blue Diamond
• RWorld

Tools/Technologies: Actuate, BIRT, Oracle DB, IBM DB2 Database, Java, Javascript, HTML, CSS