About
Experienced in preparing daily, weekly, and monthly MIS reports, analyzing operational performance, conducting root cause analysis, and driving continuous process improvements through quality audits and coaching initiatives. Recently certified in Data Analytics with hands-on experience in Power BI, SQL, Excel, Tableau, and Python. Seeking opportunities as a Reporting Analyst, MIS Analyst, Operations Analyst, WFM Analyst, or Data Analyst where strong analytical and reporting skills can contribute to business decision-making.
Skills & Expertise (22)
Work Experience
Data Analyst
ACT Fibernet
Mar 2025 - Mar 2026
QA Role involved analytics work, here the data’s were collected, validated, cleaned, and analysed from multiple business sources. Performed trend analysis on operational KPIs including productivity, quality, SLA adherence, and customer experience metrics. Conducted variance analysis to identify performance deviations and operational risks. Performed root cause analysis using data-driven insights to support business improvements. Generated actionable recommendations based on analytical findings for Operations Management. Published productivity reports, quality reports, SLA reports, and performance dashboards. Automated manual reporting processes using Excel and Power BI. Improved reporting accuracy through standardized data validation procedures. Supported data-driven process improvement initiatives by identifying trends and performance gaps.
Senior Quality Analyst
ACT Fibernet
Jul 2019 - Mar 2026
Evaluated customer interactions to ensure compliance with quality standards, SOPs, and business guidelines. Conducted quality audits, call monitoring, and calibration sessions to improve service quality. Delivered structured feedback and coaching recommendations to improve agent performance. Performed root cause analysis (RCA) to identify recurring quality and process issues. Monitored KPIs including Quality Score, CSAT, FCR, AHT, Productivity, and SLA adherence. Prepared quality scorecards and monitored monthly performance trends. Collaborated with Operations, Training, and Team Leaders to improve process efficiency. Supported process improvement initiatives by identifying performance gaps. Ensured compliance with customer experience standards and operational policies. Maintained audit accuracy while supporting continuous improvement initiatives.
Admin Coordinator
Vijay Shanthi Builders Ltd
Jun 2016 - Aug 2018
Coordinated with HR, Accounts, CRM, Purchase, Billing, and Sales departments. Managed vendor coordination, payment follow-ups, and administrative documentation. Scheduled meetings and coordinated executive communications.
Team Leader
Just Dial Services Ltd
Feb 2008 - Dec 2012
Assisted customers with account updates, service requests, and complaint resolution. Maintained high levels of customer satisfaction through effective communication and timely issue resolution. Followed standard operating procedures (SOPs) while maintaining quality and compliance standards. Achieved daily productivity, quality, and attendance targets consistently. Educated customers about products, features, and available services. Updated operational data and prepared basic MIS reports for the team. Monitored team productivity metrics and shared daily status reports.
Education
Bachelor of Commerce (B.com) - Bangalore University
2007 - 2010 · Afghanistan
Certifications
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Skills (22)
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