Matsyendra Shukla Email & Phone Number

As a disciplined and insightful Workforce Management (WFM) Senior Analyst with over 8 years of experience analyzing business processes, I am eager to leverage my data interpretation and visualization skills at Groupon Technology to drive growth and boost team results.In my current role, I identified a major bottleneck and reduced operating costs by over 20%. I also organized and led the daily operation review call to highlight improvement areas and provide callouts for misses. Additionally, I collaborate with other departments to implement new processes and KPI improvement plans.My skills in extracting, compiling, tracking, and analyzing data using Tableau or Zendesk Explore have enabled me to generate reports for weekly and monthly business reviews. I represent the site in all staffing and planning calls as appropriate and ensure workgroup standardization is enforced. Providing process improvements idea in business review meetings and discussing callouts is another area of my expertise.I am skilled in Microsoft Excel, Power BI, IEX, Tableau, SQL, and ZenV2. I have implemented several features in Zendesk for a better and improved customer experience to get in touch with the support team. Additionally, I implemented Kibana for WFM team members for real-time visibility for metrics (Chat SL, ASA, and agent count) performance.I also have a Six Sigma Yellow Belt.

Listed skills include Electronics, C, C++, Design And Simulation, and 11 others.