MIS & Analytics, Web-based configuration programming, Project Plannin
Resume:
Executive Resume
Amit Kumar Kodwani
F-*/**, Second Floor, Sector -16, Rohini, Delhi-110089, India
Phone: +91-981**-***** Email: ********@*****.***
Professional Profile
A competent and diligent high performing executive with a well-honed domain experience in Outsourcing business, MIS & Anaytics, Business Development & Team Management in the industry with the excellent understanding of business dynamics and updated market knowledge. Skilled strategist who transforms strategic plans into workable solutions and benchmarks performance against key operational targets. Proven track record of 100% client satisfaction and consistent over achievement of given targets.
Areas of Expertise
MIS & Analytics, Web-based configuration programming, Project Planning, Execution & Automation, Transition & Quality
Technical Skills
•Merced Performance Suite – programming in Merced using CQL for creation of new dashboards and reports for different performance metrics.
•MS Excel, MS Access, MS PowerPoint, MS Outlook & MS Visio with advanced VBA Macros & Automation
•SQL Server with Data Definition & Manipulation
•Visual Basic & C# with Object Oriented Modeling
•HTML applications
Professional Experience
EXL Service (GTSC – American Express)
Gurgaon, India
Asstistant Manager (Band 30) - MI & Analytics
Aug 2011 to present
•Execute on various technical related projects focused on the global deployment and enhancement of a web-based performance system Merced Performance Suite
•Projects in scope include : Web based configuration programming; Report architectural design; Translate business requirement into formulae for metrics & reports; Identify & implement solutions to automate manual data capture & load processes
•Generate scorecard reporting for Service Delivery Leaders and Vice Presidents of the Service Delivery Network
•Create goal metric targets for all travel counselors in the Service Delivery Network.
•Comprehensive database management.
Amit Kumar Kodwani Page 2
Hays Business Solutions
Gurgaon, India
Team Leader - MI & Analytics
Oct 2010 to Aug 2011
•Team Supervision & Performance Management.
•Managing HR & payroll scorecards & analysis for worldwide clients including public sector organizations.
•Liaise with onshore process owners for reporting process health & workflow status
•Managing KPI’s & dashboards for worldwide clients like IBM, Citibank, Computacenter, RBS, Camden, Haringey, Westminster, Meryl Lynch and Merton etc.
•Assist the onshore team in data scrubbing activities
I - Energizer
Noida, India
Team Leader - MIS
Apr 2010 to Oct 2010
•Team Supervision & Performance Management.
•Managing MI & analysis for gaming process - Zynga, U.S
•Age Analysis & Root Cause Analysis for the workflow and providing information to the onshore team for Process reporting
•Perform daily/weekly validations of production reporting data presented in various reporting tools
•Assist the onshore team in data scrubbing activities
•Managing the CSAT related reporting of the process
EXL Service
Noida, India
Business Analyst – BI & Re-engineering
Nov 2005 to Dec 2009
•Perform BAU & Adhoc activities as per Table of Services for U.K based client.
•Liaise with onshore & offshore process owners for reporting process health & workflow status
•Handling complaints & escalations.
•Age Analysis & Root Cause Analysis for the workflow and providing information to the onshore team for Process reporting
•SPOC for tracking, reviewing & prioritizing faults
•Suggesting areas for process improvement
•Gather, document and validate customer & business requirements using standard reporting specification templates
•Managing the Change Management Process
Amit Kumar Kodwani Page 3
TATA Teleservices Ltd.
Delhi, India
Quality Auditor – Inbound
Oct 2004 to Oct 2005
•Auditing the Inbound calls taken by Technical Support Executives.
•Analyzing the Internal & External audit Reports.
•Attending & managing the Calibration Sessions with External Audit team.
•Working on Payroll of Orion Dialog Pvt. Ltd., Delhi at client end.
Education
•Post Graduate Diploma in Information Technology, Symbiosis Institute of Distance Learning, Pune.
•Bachelors of Science (Information Technology), The Global Open University, Nagaland.
•Senior Secondary Examination & High School, Ludlow Castle School, CBSE Delhi.
Honors, Awards, and Projects
•Customer Appreciation Award for streamlining & automation of the Capacity Management System at EXL Service.
•Onshore Process Migration, Solihull, UK successful transition of the Delivery Support Process – Acquisitions (‘train the trainer’ activity) onshore, British Gas
•Star Performer for successful transition of BPE project, British Gas
•Best performer in the process training of the pilot batch, British Gas
•Operations CRM developed a front end CRM application which is used by all associates across operations to capture the transactions which further creates Daily, MTD, and YTD based reports like SLA, TOS, Capacity Utilization, AHT, and Dashboards & KPIs. This helps internal MI team to prepare Adhoc reports as well.
•IT Ticket Logging System - This is a centralized application which is used across operations & IT team as well for raising & resolving IT tickets.
•Centralized Attendance & Leave Management Portal – Developed a centralized Attendance & leave Management Portal for operations which further creates MTD & YTD summaries in one go.
•Meeting & conference room booking application - This is a centralized application which is used across operations for checking & booking various conference rooms.
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