Nirupama Balachandar Email & Phone Number

Singapore

Singapore

Singapore

* Defined and implemented a fully functional dispatch metrics and reporting model that helped the global dispatch managers in various Oracle call centers to manage around 150 dispatchers, thereby contributing to improvement in several dispatch processes by 20%. * For the dispatch reporting model mentioned above, had to do stakeholder analysis, business analysis plan, current state analysis, scope statements, test cases, change management for business process and develop a thorough business requirements document based on stakeholder requirements along with available systems study.* Developed a Utilization dashboard model in OBIEE, using new stack ranking methodology based on a mix of metrics and weighting factors in different dispatch call centers, to help identify the managers and individual dispatchers with the best and worst performance. A complete training curriculum for process improvement was derived from the analysis of key deficiencies. Process improvements contributed to a 25% better dispatcher utilization in just three months.* Acted as a single point of contact for dashboards, KPIs and metrics for the whole of dispatch team including adhoc reporting. Managed the detailed weekly calls with dispatch directors and dispatch practice managers using a status update template on new/existing requirements , the change requests routed via a MART request tool with appropriate approvals for compliance.

Singapore

* Acted as lead consultant and subject matter expert from the global reporting team to provide data insights to the dispatch practice team for the Parts only tasks automation initiative from the time it was rolled out as pilot in 8 countries before implementing globally to 25 countries Oracle wide, achieving the goal of more than 60% automation, thereby reducing operating costs and improving customer satisfaction. *The main challenge was to identify the reasons why tasks failed the process and also would not fall into the exceptions list. So, a methodology based on data driven root causes analysis was used to understand and refine the process for further improvements.* Focal point of contact to measure and report on the highest level of automation achieved for System SRs wherein the SR is opened via ASR (automated), the issue is diagnosed in automation, the part dispatch occurs automatically and the part return does not require dispatch action. * Migrated an existing field dispatch reporting model from Hyperion Brio to Endeca Studio to better track KPI's on Time to Order parts, Time to Assign engineer, Task Backlog, dispatcher productivity by call center against the goals and review past trends and forecasts in the form of Pie charts, Bar graphs etc with selected refinements. * Owned and maintained the Customer Advocacy dashboard in OBIEE wherein the Overall Support Sat, Timely delivery of spares, Quality of spares etc to measure Oracle's Field Service knowledge, responsiveness and timeliness. The metrics were used to improve survey response rates and customer satisfaction scores.

Singapore

* Owned and managed the entire Service Contracts Reporting area of hardware business in Sun Micro systems. Developed a revenue forecast model using Hyperion Brio on very confidential data involving revenue forecasts and bookings by customers and products.* Provided the much needed periodic contact information on contracts that had to undergo the FCO (Field Change Order) process to proactively contact customers with products going EOL.* In charge of collecting timely updates from other team members in a given format, thereby compiling and maintaining the metrics definition document for the whole of hardware operations reporting team.* Developed a unique, customized, integrated marketing dashboard and reporting portal for the marketing team with crucial data insights like Top 20 customers by geography based on revenue, product sales etc. This is to help informed marketing decision makings and campaign spend where needed.

Master Of Science (M.S.), Information Technology

Icwa - Inter, Accounting And Finance

Education record

Master Of Commerce, Business/Commerce, General