Veena Viswanath

Professional Profile Veena Viswanath DETAILS Vidyaranyapura, Bangalore -- I have excellent written and verbal communication skill and as a Business Analyst, my responsibilities involve communicating directly with the client and obtaining data for forecasting and analysis for the assessment and improvement of business requirements. I also have in-depth knowledge and experience in reengineering concepts and tools which I use to re-engineer the process and improve it to make the business effective and efficient. I have also been involved and contributed in converting the requirements into effective business design. Professional Experience Customer Focus & Data Analyst 2017-till date Bath Fitter • • • Management & Sales Report ( Daily,Weekly & Monthly) Conducting Surveys & Feedback Analysis Emails, Text & Chats CAREER Business Analyst To take a challenging role as an Analyst and provide an efficient and effective solution that would help the organization to achieve the best solution in business which would increase its productivity in market. Software - Analytic Edge • • • Data Extraction , Data Collation. Linear Regression, Ttests ana ANOVA (SPSS) GUI to display final results Operations Analyst - Gartner Responsibilites SAS, WPS and SPSS Microsoft Office, Pivot, Macros, Visio and Powerpoint • Languages • English, Hindi and Kannada. • • Checking, Approving as per Rules of Engagement and Tracking Account Moves Preparation of Territory Outline Plan, Reviewing the Plan and sending it to the Hiring Team for recruitment Providing Visibility to the Associates of their territory in Gartner on Day 1 Verticalisation of Territory by creating optimal territories. Projects Personal • Organised, Motivated, Fast Learner, Eye for Detail, Reliable, Meets Deadlines. • • • Automated the Territory Outline Package and the Account Moves Tracker (using Excel Macros) Time saved 70 to 80 hours per month Visibility of the NEW Hire to his accounts on Client Connect on Day 1( Liaising with various departments HR, Sales Managers and IT Team) Verticalisation of Territory-Removal of Duplication of Accounts, Misalignment of accounts, Accounts pertaining to a different region but serviced in another region. Sales Cancellation- Analysis pertaining to territory and recent account moves Professional Profile Veena Viswanath Adrent BPO Assistant Manager adept at communicating with internal and external costumers to ensure that all outsourced processes meet quality and efficiency standards. My responsibilities involve handling teams in the Banking sector. Innovation and successful implementation of new processes. Ability to handle multiple responsibilities, set priorities, communicates ideas to others, and responds positively to demanding situations. Demonstrated ability to deliver exceptional customer service. DETAILS Professional Experience Vidyaranyapura, Bangalore Assistant Manager Operations -- Expertise • • • • • • Team Leadership Project Management(LEAN) Resource Management Complaint Handling Call Monitoring Customer Service Projects • - HSBC Electronic Data Processing India Private Limited Responsibilities KANA –Case Records & Automation of Reports • • • • • • • • • • • • • Projects • • • Monitor Call Flow and Maintain SLA Handling Escalation Calls Handle Internal and External Complaints Prepare and Analyze MI reports Forecasting the calls and Capacity Planning Develop and Maintain a cordial relation with Host Site Effectively handle operational issues Absenteeism, Sickness Coach and Develop Team to handle additional responsibilities Contingency Planning (cross train) Conducting Appraisals Conducting Audits and adhering to the compliance policies Effective utilization of resources Call and Queue Monitoring and providing Feedback to enhance performance of team Duplication of Tasks –Lean Certified Project -Case Reference- Savings of $1443.73 Elimination of Maintaining Manual Case Records-Lean Certified Project –Savings of $- Attachments on KANA-Customer satisfaction and savings in postal and paper charges Volunteering • • Earth Watch Freedom Foundation . Certifications SAS Certified by SAS Institute Lean Certified by HSBC Call Coaching Accredited by HSBC • Automation of Closure of Message- Lean Certified Project-Savings of $7165 Achievements • • • • Awarded with the ‘Team of the Quarter’ (Q4-2005). 2 superstar awards and 2 promotions under my supervision in a span of 18 months. Successfully got accredited in delivering Call Coaching. Been a part of the Call Coaching pilot study to introduce a new Call Coaching methodology across Global Service Centers. Education Electronics technologist - SNC Group Inc. Bachelor of Commerce- • Design electronic circuit for new industrial machinery company. MLA Academy for Higher Learning, Bangalore. • Support components from users and customers. • Remote Support via phone and internet. • Import and manufacture of high-tech parts.