Service Customer

Services Operations Analyst

Phone: 548-***-****

Address: *** ****** *****, ********* ******, Ontario, Canada Website: https://www.linkedin.com/in/nikhil-sahi-431512112 Email: ******.****@*****.***

Nikhil Sahi

Rich experience of five years in varied fields of IT in the stream of Operations, Management Information System (MIS), Requirement Analysis, Resource Planning, Reporting, Customer Service and Outreach Fulfilling the customer's requirements not limited to calls and mails along with strict adherence to timelines and other performance metrics

EXPERIENCE

Credit Suisse

Senior Business Analyst - Service Operations

January 15, 2018 - August 20, 2019

Coordinating assignments for Field Services who deliver service and ongoing maintenance engagements of Mission Critical applications.

Responsible for implementation and effectiveness regarding service delivery.

Ensuring data is clean and credible to support strategic decision – making.

Assisting Various Account Managers with their designated operations

Mining Technical, Service, Products based Reports from CRMs/collaboration software.

Identifying recurring problems and implementing corrective actions.

Providing data driven analysis of business processes and help implementing improvements in the customer focus, efficiency, accuracy, and effectiveness of these processes.

Delivery optimization including consolidation, SLA impacts, resource and cost optimization

Service Delivery Reporting

Margin Improvement to analyze operational metrics that impact cost/revenue drivers

Benchmarking and best practices against other external accounts

Driving Continuous improvement, opportunity assessments Created using Resumonk - Online Resume Builder

Input Zero Technologies

Operations Analyst

January 2017 -

· Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.

· Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.

· Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.

· Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.

· Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.

· Compares results to forecast and identify opportunities for improvement.

· Provide daily/intra-day performance reports to leadership.

· Other related duties as assigned.

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Unisys Corporation

Business Analyst - Service Excellence

February 2013 to - August 2019

Mining and analyzing service performance data.

Assisting in developing gap analysis detailing existing verses future ITIL processes

Performing Trend and Regression Analysis

Preparing reports and presentation materials for existing services and communicate findings to internal Stakeholders and Clients.

Assisting with analysis of existing methods to promote effective operations through standardization, improvement and simplification

Assisting in the coordination of business process changes

Independently lead and conduct meetings with stakeholders and coordinate projects with leads across regions.

Process Re-engineering: The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements.

Knowledge Management, Technical Writing, assist in updating knowledge articles. Created using Resumonk - Online Resume Builder

EDUCATION

Conestoga College

Post Graduate in Computer Science

Currently pursuing

Availability on Weekdays Before 12:00PM or After 16:00PM Availability on Weekends - As per employer's desire SKILLS

· Customer Focus

· Functional/Technical Skills strong quantitative, analytical and technical aptitude skills

· Result Driven: Ability to work under pressure and meet deadlines

· Time Management: Ability to multi-task, be detail oriented and demonstrate strong organizational skills.

· Interpersonal Savvy: Good interpersonal skills with all levels of organizational customers and team members.

· Written Communication: Possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

· Problem Solving: Ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.

· Decision Quality: Ability to work independently, establish priorities and demonstrate good judgment skills.

· Learning on the Fly: Willing and able to take the initiative for learning, increasing knowledge and improving skills in a self- directed manner to improve performance and position added-value.

· Dealing with Ambiguity: Ability to adapt and excel as a team player in a fast-paced and change-oriented environment. ACCREDITATION

Six sigma Green Belt

Unisys Sponsored

February 2016

This certification holder seeks to improve the quality of the output of a process by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes. It uses a set of quality management methods, mainly empirical, statistical methods, and creates a special infrastructure of people within the organization who are experts in these methods. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has specific value targets

TOOLS

Skills and Tools

A brief description of the skills and tools learnt in my endurance July 2006 - Present

Operating Systems - Windows NT, XP, Vista, 7, 8, Linux, Ubuntu Other CRM/ERP tools - MS Office Suite, MS Excel - Power BI, MS Access, VB Macros, Minitab, Tableu, BMC Remedy, ServiceNow, MS Visio, Confluence JIRA, Moqups, Draw IO,MS SharePoint, Informatica 10.1 Created using Resumonk - Online Resume Builder

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