Naseha Sameen

Address: 209, Praneeth Pranav Homes, Beeramguda, Hyderabad – 502032. Telengana, India Mobile: --|Link: hyperurl.co/9x2h1d Blog: www.naseha.world Naseha Sameen Career Progression Naseha Sameen, has been working for last 12 years with senior leadership team (C-band), department MIS & Biz Analytics. In these 12 years, I have worked with 4 companies including top companies in Financial sector like FIS & Amex, across 7 key profiles including almost all aspects of analysis, forecasting, Gap to Goal Analysis, Cost Optimization, Reduction of redundant or NVA, Automation, Process/Project Ramp Up, Team & Process improvement. Responsibilities ranged involved:        Strategic planning, Documentation Project Management Migration & Ramp Ups Process & Resource Optimization Continuous Improvement & Automation Cross-channel & departmental communication Relevant Experience Naseha holds both graduate degrees in science, Master’s degree in Public Administration, post degree diplomas in Computer Science and in creative writing. With job, she has managed to keep alive her passion for writing. As a writer, she has successfully published her novella and is working on novels. Naseha believes in maintaining a very healthy “Business Goals - Creative Pursuits” balance, which keeps both sides of brain healthy and sharp. Number crunching helps to ease writer’s block and creative writing helps to see stories underneath the numbers easily and in a new light. Right now, she is looking for a suitable position with a reputable company that is on path of defining and redefining the standards, believes in holistic improvement and focuses on growth path and expects the leaders to take their people to the new level. Amex Analysis of the driver & cause for gap between the target and goal & its impact on budget Reduction of budget gap to goal due to agent behavior, process gaps, and system failures. Reduction of TAT for web leads from 48 hrs. to 15 min Yatra Process Improvement & Project Management Core Group to create Performance Support Program to bench mark & improve Top Box Customer Satisfaction using Applied Statistics & Six Sigma Methodology Improved a team struggling to increase 2700 basis points in Customer satisfaction in 2 months Customer Satisfaction using Applied Statistics & Six Sigma Methodology Reduction of SLA from 48 hrs. to 10 hrs. and then 2 hrs. for Email Servicing US market Performance Improvement through Statistical Process Control for Call Center Efficiency role Customer Spending pattern analysis to improve the conversion ratio of target advertisement Fare portal Yatra Amex Cost optimization through Analytics Revision of budget on basis of current and forecasted trend of the drivers like yield, inflow on the revenue. Shift Optimize Model to reduce FTE under-utilization by 30% for International markets in India hub Standardization of Appraisal & Call Center Efficiency matrix & LOB comparison Analytical Dashboard for the performance with cause & What if analysis -> reduction of rev. def from 34% to 12% 120% increase LOBs supported and reports generated in last 1 year while the ramp up was only for 45% in team size Real Time agent Adherence initiative reduced the abn% from 18% to 4% Self-dependency of MIS team & customization of any report in AVAYA Designing of customized CMS Reports on AVAYA reducing the man hours by 17% and saving INR 3.5 lakhs Executed and implemented automation SSMD (Green Belt) project to reduce 3 FTE per month Customer Satisfaction using Applied Statistics & Six Sigma Methodology Amex Implemented automation Green Belt - IIY to reduce error & automate it. 100% automation, 0% defect New Reports, Dashboards with Insight, and Recommendation & Storyline Reduction of budget gap to goal due to agent adherence. Yatra Automation Reduction of gap due to agent behavior, adherence, process gaps, and system failures. Movement of the team to the next level of Analysis and Reporting Trained the MIS team on FSS, AVAYA reporting and Designed customized CMS Reports on AVAYA Partnered with Marketing team for SEO using web and Google Analytics Integration of Dialer, AVAYA and Chat system data for semi-automated dashboard for voice and non-voice process Partnering for Transition, including E2E plan for project implementation including for New Set Up and Process Improvement Initiatives Seamless migration for 100% UK & 80% Australia volume to India Set up email support for Canada, European (non UK) and JAPA markets Set up the process for FSS for Int. markets in JAPA & European Markets – Disputes Yatra Amex Proc Migration & New Process Set Up Major Project Highlights Finance and Operation Reconciliation of Revenue Ground work & E2E plan for set up of Chat System& ATT Mentoring for US market Domestic Airlines Process from IGS & Set up Centralized Retail reporting Fareportal -: 15th Sep 2015 – 22nd Jan 2016 Designation: Sr. Manager Business Analysis/MIS Supported Markets: India, US, Mexico, Canada, UK Team Size: 11 Responsibilities: Process Set up and Stabilization Analytics and Developments Movement of Reports from Descriptive to Prescriptive Model Gap to Goal analysis and providing action plans to achieve Revenue budget and Revenue & Cost Optimization Driving Automation for process improvement, project management & applied statistics for business analysis Providing Analytical Support and Standardizing method for performance improvement of Call Center and Providing Strategies for Business Improvement to Top Leadership C-band Driving Efficiency and Process Improvement across the team and Training them on advance analytics Yatra.com -: 16th Jan 2012 – 10th Sep 2015 – 3 Y 8 M Span: BA, MIS and WFM team Operation Hubs Supported: All LOB across Yatra Designation: Manager Business Analysis/WFM/MIS Team Size: 12 Responsibilities: Handled central MIS and WFM team to provide analytical and MIS support to all LOB for generating critical reports/dashboards and result oriented analysis for short/long term planning for Operations and Leadership team Provided holistic progress and growth to the team through skill enhancement, professional road map, and overall personnel development Designed and imparted trainings – Forecasting/Staffing/Scheduling, Error Proofing, Basic Quality tools, Effective Business Communications, Trending & Data Interpretation and Basic Statistical Methods, Designing of customized CMS Reports on AVAYA In 1.5 years, planned and executed, 4 promotions in the team both vertical and horizontal after skill enhancement Liaison with Finance/Marketing team for accurate projection and publication of Revenue/Cost/Profit and Loss Gap to Goal analysis and providing action plans to achieve Revenue budget and Revenue & Cost Optimization Driving Automation for process improvement, project management & applied statistics for business analysis Providing Analytical Support and Standardizing method for measuring Customer Experience, reduction of Customer Complaints and improvement of Customer Experience Matrix and Defect Ratio Performance Improvement through Statistical Process Control for Call Center Efficiency to yield higher profits and reduce loss Moved Yatra from Descriptive Analysis to Predictive analysis American Express: 9th Feb 2006 to 13th Jan 2012 ~6 Y Span: Work Force Management - Virtual Digital Network, American Express, Resource Planning Center Designation: Manager - Lead Business Analyst – Band: 30 Movement/Promotions: 4 Process supported: Disputes, Email Servicing, Payments, Recon & Credits, American Express Hubs Supported – JAPA, EMEA, LACC and USA Responsibilities: Forecasting and Capacity Planning for existing and new business like JAPA hub using regression and other statistical model Moved from Predictive analysis to Prescriptive analysis Providing Analytics to create the global/local strategy for the market using Business Analytics technique like Heptalysis, MOST, SWOT, CATWOE etc. Providing/Partnering for Transition of business/process E2E plan for project implementation including for New Business Set Up and Process Improvement Initiatives Generating critical reports and result oriented analysis for short and long term planning for Operations and Leadership team Responsible for defined SLA – Providing consulting and guidance for Real Time Analyst and Operational Desk to ensure SLA is adhered Drive Six Sigma initiatives to bridge the gap, remove/minimize Defect and increase Fiscal gain Projection of Business Performance for forthcoming months Identify different projects that has scope of automation, Create E2E automation plan, drive automation and Implement it across the Verticals Carry out Performance Audit after automation Created a training module for ATT Train the Trainers and learners Prepared and implemented Individual Development Plans for team member’s holistic development Gap analysis on Quality, Health of Compliance and Refreshers Trained the learners on Complex scenarios that are not a part of regular training module 100% Sampling the work of learners, performance and trend analysis of learners Provided weekly feedback and timely coaching on one to one basis Designation: Sr. Team Member, O2 Online Post Pay FIS :- 22-Mar-2004 to 20-Jan-2006 - 1Y 10M Responsibilities: 1st Tier Tech and Financial Support on email for O2 Post pay Customer Part of Rodeo team for Escalated queries Professional Training Awards Six-Sigma White Belt Six-Sigma Yellow Belt Fast Track GB Training Pinnacle Training for Leaders Handling and Busting stress at work place Conflict Management Coaching and Feedback Sessions Train the Trainers Applied Statistics Forecasting, Staffing, Scheduling Minitab & Customization of AVAYA Reports Diploma in Digital Marketing 3 Dream Team Awards – UK migration team, Tools and Capabilities, DRN and as SME Twice Awarded for Significant Contributor in CDM for designing and developing Interfaces and automating two processes 6 Certificates for Process Improvement initiatives Award for 5 weeks of 100% quality Rookie award for earliest Certification Won 10 Event Driven Customer Satisfaction Measure Award Winner of four Spot Awards (Quarterly basis) for Innovation and Process Improvement Independent Projects: St. Joseph’s Girl’s High School (http://www.stjosephsghschoolctc.org) Conceived, Created and Managed the official website for the school and managed for over a year with SEO optimization Tender Years (www.tenderyears.net) Rectified the website for speed and content and maintained for a year Managed Project Angel’s SMO/SEO/Business Analysis Managed Woman at Work SMO/SEO/Business Consulting for 1st start up year Social Media Footprints: Website: h ps://www.naseha.world Professional: hyperurl.co/9x2h1d LinkedIn: h ps://in.linkedin.com/in/naseha SlideShare: h p://www.slideshare.net/nasehasameen Facebook (Personal Profile): h ps://www.facebook.com/naseha.sameen Twi er: h p://twi er.com/nasehasameen GooglePlus (Personal Profile) : h ps://plus.google.com/+NasehaSameen Pinterest: h ps://in.pinterest.com/storiesbynaseha/ GooglePlus (Author Page): h ps://plus.google.com/- Facebook Author Page: h ps://www.facebook.com/StoriesbyNaseha/ Amazon Author Profile: h p://www.amazon.com/author/naseha Lulu Author Profile: h p h p://www.lulu.com/spotlight/naseha