Pankaj Vats

House no. A-**, Adhyapak Nagar

Nangloi, Najafgarh Road

New Delhi, 110041

acsrgo@r.postjobfree.com

M.no. 995-***-****

Objective

To seek the challenges in industries as operations/business analyst so that I can use my skills for the benefits of organization and for my personal growths.

Personal Profile

Educational Qualification

Course

Board/University

Year of Passing

Percentage

Bsc.IT

Sikkim Manipal University

2010

63%

12th

CBSE

2005

52%

10th

CBSE

2002

49%

Organizational Details & Key Responsibilities

Current Organization: IYogi Technical Services Pvt. Ltd.

[iYogi is a leading provider of tech support services to consumers and small businesses across a wide range of computing and communications devices and software. Leveraging its proprietary iMantra software technology platform, iYogi delivers support services to millions of customers globally and its services are available on a 24/7 basis, 365 days a year. With a growing global footprint, iYogi services are available in the United States, the United Kingdom, Canada, Australia, and UAE. The Company was founded in 2005 and is based in Gurgaon, India. It has its branch in Noida (UP)]

Duration: 28 Dec 2009 to 21st Aug 2015

Duration: 1st Jan 2015 to till date

Role: Sr. Team Leader WFM & MIS

Handling central MIS Team of 16 Team members

Prepare bottom quartile data at all the level.

Prepare attritions reports at organizational level.

Help to team members in automation of report with the help of VBA, Excel & Access.

Prepare Stacks/Performance & Revenue share incentives at all level.

Prepare yearly business plan reports.

Interacting with various business heads to understand the issues and providing executives updates and ad-hoc data analysis in a structured manner.

Preparing, analyzing and reporting metrics related to agents, calls, sales, capacity, and performance metrics for different LOB’s head… including comparative analysis.

Co-ordinate with business intelligence team & get automate reports on real time basis so that audience can check there performance on real time basis.

Preparing refund and chargeback analysis.

Co-ordinate with Actuaries and provide them standard reports as per requirements.

Responsible for preparing dashboards: Revenue leakage, Refund and chargeback analysis.

Experience in Developing Performance Dashboards, Scorecards & incentive, Reports for all the functional areas.

Responsible for the profitability of the Business and provide required analysis and suggestions to increase the same.

Provide training to team member for learning of advanced excel & VBA macros.

Duration: 1st Jan 2013 to 30th Dec 14

Role: Team Leader WFM & MIS

Handling Team of 13 members in MIS.

Prepare monthly Headcount and Finance payroll file.

Analysis and quality check of reports.

Provide ADHOC data request on business requirement.

Prepare audit data for finance on employee’s revenue share.

Prepare attrition trend at organizational level.

Prepare daily/weekly/monthly reports and distribute to the Management team.

Monitoring sales report and check revenue trend on daily basis.

Automate & Design the new reports by using advanced tool like access, excel & VBA

Duration: 1st Apr 2011 to 31st Dec 2012

Role: Lead WFM

Prepare all the operations scorecard and Sales incentive on monthly basis.

Prepare finance payout file for all level.

Prepare Process level revenue share snap shot.

Maintain Appraisal data every quarter.

Provide IJP eligible data to operation on the basis of their requirements.

Prepare ADHOC & Quiz data to operations for analysis.

Prepare weekly business review reports.

Maintain daily, weekly and monthly reports

Check all the performance incentive or Salary related issues.

Design the automated reports on access data base.

Duration: 28th Dec 2009 to 31st Mar 2011

Role: MIS Executive WFM

Handling all the Tech, service level reports and Dashboard of in-house and vendors for all the process on daily basis.

Maintain Attendance of in-house.

Maintain weekly and monthly review data according to business requirements.

Prepare outbound dialer files and lead set data for renewal outbound Process.

Analyses the call volume and sales conversion trends on daily basis.

Analyses the reports and find out the reason of low conversion and Service level.

Design the formats of Dashboard as per business requirements.

Extra Achievements

Prepare all tech performance report on access data base and reduce occupancy of an employee for same work with accuracy and timeliness.

Prepare one view dash board formats of all the process.

Organization: AEGIS BPO Services Ltd (The Essar Enterprises).

Duration: 25 Sep 2008 to 26 Dec 2009

Role: MIS Executive (Operations & Support Center)

Key Responsibilities

Handling top 10 circle central MIS of Airtel collections.

Prepare the dialer files of top 10 circles on daily basis.

Prepare Portfolio summary of top 10 circles on daily basis.

Prepare dialer strategy data on daily basis.

Maintain field referral data on daily basis.

Prepare weekly Comparison of collection circle wise.

Maintain weekly Reconciliation data.

Prepare Agent wise performance & disposition summary reports on daily basis.

Prepare ADHOC data as per the client’s requirement.

Maintain monthly barring and suspension data as per the billing cycle.

Maintain targets files of collection.

Maintain Mapping, Attendance and Headcount data.

Prepare Process Rosters weekly

Handling Airtel invoice and billings of collections

Extra Achievements

Prepared own EDT tool on access data base who took less time to prepare the dialer files with accuracy and timelines.

Prepared one view portfolio summary for which I get appreciated by Head of the Top 10 circles.

Prepared Reconciliation tool on access database through this we reconciled allocation on daily basis with accuracy and time lines.

Prepare one view field referral tracker with graph and comparisons.

I got my 1st appraisal just in 5 months on the basis of performance.

Organization: Caretel InfoTech Ltd

Duration: 6 Dec 2007 to 24 Sep 2008

Role: Mentor (MIS Backend Team)

Key Responsibilities

Handling the MIS and Productivity Reports upto 3 Buckets.

Allocate the calling data to Team Leaders as a team wise and product wise.

Maintain the collection portfolio summary products, Team Leader & Manager wise to gauge the performance.

Maintain the customer modes of payments reports.

Maintain daily performance agent and Team leader wise..

Maintain weekly conversion comparison report team leader wise and manager wise.

Maintain monthly Agencies billing and collections reconciliation.

Organization: Sify Broadband Ltd.

Duration: 17 March 2007 to 2Nov 2007

Position: Associate

Role: Backend executive

Key Responsibilities

Prepare the daily collection reports of all level.

Provide the allocation of calling data to calling executives.

Maintain daily agent dispositions report.

Maintain Attendance & Incentive data.

To allocate the pickups of collections to vendors location wise.

Resolve the customer payment disputes.

Maintain the Monthly vendor billing.

Knowledge & tools:

Dialer Aspect unified IP

Data view

Cisco

Avaya

Extra Curricular Activities:

Activate participant in school cultural activities.

Headed the cultured committee of the college.

Organized many events like fresher party and fest in college.

Awards & Achievements:

Participated two time in republic parade at national level

Strength:

Believe in Teamwork.

Seek challenges to perform.

Always run behind the excellence.

Combination of hard work and smart work.

Hobbies & Interest:

Reading Motivational Books.

Finding new gadgets on net.

Gossiping in free time.

Personal Profile

Father Name: Mr. Ramesh Chandra Sharma

Mother Name: Mrs. Kamlesh Sharma

Date of birth: Jan 29, 1987

Nationality: Indian

Gender: Male

Languages known: English, Hindi

Marital Status: Married

Declaration:

I hereby declare that the above mentioned information is correct to knowledge

Date: (Pankaj Vats)

Place:

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