• Designed, developed, and automated two manual reports of MS excel and MS word reducing manual intervention to 88%.• Created daily KPI report, Weekly KPI dashboard, TFS Report in Power Bi and PowerPoint for clients/stakeholders.• Created Process flow diagrams for different processes.• Managed the Open enrollment Project for 27 unique clients.• Prepare weekly steering committee report in Power point, present it to Senior leadership team.• Serves as a primary liaison and… Show more • Designed, developed, and automated two manual reports of MS excel and MS word reducing manual intervention to 88%.• Created daily KPI report, Weekly KPI dashboard, TFS Report in Power Bi and PowerPoint for clients/stakeholders.• Created Process flow diagrams for different processes.• Managed the Open enrollment Project for 27 unique clients.• Prepare weekly steering committee report in Power point, present it to Senior leadership team.• Serves as a primary liaison and facilitates working sessions between internal customers and client team to get business requirements for systems fixes and enhancements of mid to high complexity needed to meet customer and operation objectives.• Retrieving and validating the participants population count on CTPO portal using SQL queries.• Assist the upper management in providing valuable insights based on the visuals prepared with excels, power BI, power point.• Analyzes and recommends requirements changes or improvements to service levels, production, staffing, volume, policies, and procedures.• Plans, organizes, directs, controls, and delivers moderate to complex projects prioritized in alignment with the client’s expectations and business needs.• Perform research and analysis on business rules, client requirements, processes, and systems.• Develops and maintains reporting procedures, monitors performance in project control activities, prepares and distributes reports related to project activities, general project management.• Evaluation of current practicesfor potential efficiency and quality improvements. Show less

• Created reports in excel, Dashboards with Power BI. Monitoring real time activities with IT access related issues and real time comparison reports.• Administered all intraday schedule changes, identified, and communicated intraday risks to management and other intraday analysts. • Mentored new hires in the team.• Worked with operations, remote centers to manage and resolve downtime and other WFM system issues. • Sent out hourly performance updates including interval and… Show more • Created reports in excel, Dashboards with Power BI. Monitoring real time activities with IT access related issues and real time comparison reports.• Administered all intraday schedule changes, identified, and communicated intraday risks to management and other intraday analysts. • Mentored new hires in the team.• Worked with operations, remote centers to manage and resolve downtime and other WFM system issues. • Sent out hourly performance updates including interval and intraday SLs, ASA,callouts, tardy report using excel, pivot table.• Hosted daily, weekly, and monthly calls with stakeholders, asking their concerns, resolving them, and sending MOMs. Show less

Resolve the customer and merchant related queries.Provided the resolution to customer with utmost focus on the quality service and customer satisfaction.Ensured that all procedures being followed while working within the given TAT.Looked all real time and intraday activities to ensure operations goals are met.Validated and resolved debit card disputed transactions by raising chargeback, deny and checks for fraud.Resolved queries of other team mates as well by using the… Show more Resolve the customer and merchant related queries.Provided the resolution to customer with utmost focus on the quality service and customer satisfaction.Ensured that all procedures being followed while working within the given TAT.Looked all real time and intraday activities to ensure operations goals are met.Validated and resolved debit card disputed transactions by raising chargeback, deny and checks for fraud.Resolved queries of other team mates as well by using the tools.Maintained a track of daily processed transactions and reported on a timely and accurate manner to team leader. Show less