Headline

Operations Analyst | MIS Reporting | KPI & SLA Tracking | Excel & Google Sheets | Performance Analytics | Process Improvement | Business Trainer | Sr. CSA

About

Operations and Reporting professional with 3+ years of experience in customer operations, performance reporting, escalation management, and process improvement. Currently working in operational reporting and customer experience analysis, with hands-on experience creating MIS reports, tracking KPIs and SLAs, identifying performance trends, and supporting business decisions through data-driven insights. My experience spans customer operations, team training, stakeholder reporting, and workflow management. I have successfully managed high-volume operational environments, analyzed 500+ daily customer interactions, and trained a batch of 17 employees with a 100% clearance rate. Core Areas: • MIS Reporting • KPI & SLA Tracking • Excel & Google Sheets • Pivot Tables & VLOOKUP • Escalation Management • Root Cause Analysis • Process Improvement • Stakeholder Reporting • Customer Experience Analytics Currently building expertise in SQL, Power BI, and Business Analytics while exploring opportunities in Operations Analytics, MIS Reporting, and Business Operations.

Location

India

AI stack

claude

ChatGPT

ChatGPT Images

Work experience

Orm at Odigma, Aug 2025 - Present · 1 yr 3 mos

Analyst at Odigma, Aug 2025 - Present · 1 yr 3 mos, * Managed and analyzed high-volume operational workflows, successfully handling and categorizing 500+ customer interactions and support tickets daily while maintaining SLA and quality standards. * Created daily, weekly, and monthly MIS reports to provide stakeholders with insights into customer engagement, resolution performance, escalation trends, and operational efficiency. * Monitored and analyzed customer feedback across Meta, Google Business Profile, LinkedIn, and X for multiple clients within the Real Estate, Automobile, and Interior Design sectors. * Identified recurring complaint trends and escalation patterns through data analysis, enabling timely issue resolution and improved customer experience. * Coordinated with internal stakeholders to resolve critical customer concerns and maintain service quality standards. * Maintained accurate reporting dashboards and operational trackers to support management decision-making.

Business Trainer at Firstsource, Jan 2025 - Jun 2025 · 6 mos, * Delivered onboarding and process training to a batch of 17 employees, achieving a 100% training clearance and certification success rate. * Maintained trainee performance trackers and prepared progress reports using Excel and Google Sheets. * Provided structured coaching and performance feedback to improve operational readiness and process adherence. * Served as the primary Subject Matter Expert (SME) for process-related queries during training and transition phases. * Collaborated with operations leadership to ensure training effectiveness and compliance with quality standards.

Sr.CSA / Business Trainer at Firstsource, Jan 2023 - Jun 2025 · 2 yrs 6 mos, Senior CSA: * Managed high-volume customer interactions for UK SKY Broadband and TV Services while consistently achieving KPI, productivity, and quality targets. * Investigated and resolved complex customer escalations, ensuring timely issue resolution and high customer satisfaction. * Performed customer account verification and validation activities while adhering to company policies and security procedures. * Analyzed recurring customer concerns and collaborated with relevant teams to support process improvements and service enhancements. * Maintained detailed case records and ensured compliance with operational procedures and service standards. * Successfully promoted and upsold premium products and service add-ons through customer needs analysis and consultative communication.

Education

B.A, HEP, Kristu Jayanti University

Bachelor of Arts, Kristu Jayanti University