• EBA (Enterprise Business Analytics) team• Connecting / collaborating with NetApp internal user, requester & stakeholders for any details & requirement over call/conference call to bridge the gap between business team and technical team to balance the workflow• Tools – Outlook, Service Now, EBA(OBI), SAP Ascend, Power BI, Tableau desktop & Tableau server• Working on multiple line of business & functions – Sales, Finance, Cloud & GS (Global Support)• Developed Tableau dashboard reports using Tableau Desktop on request for different reporting issue• Developed Tableau workbooks for GSA project, presented to senior management & published on server• Tableau Site Admin (Access Management) for Tableau users around Site, Project & Workbook with different levels such as Viewer, Interactor, Editor & Publisher based on their Goal & hierarchy in Tableau server• Admin work – Grant and revoke access to different tools and projects as per request & business requirement • Access request handling for different Roles/Dashboard in SAC (Security Admin Console) tool• Developed Sales/Finance report on OBI/Tableau/Power BI and deliver to the management/different team on request• Preparing Ad-Hoc report for Internal and External team and schedule report as per requester requirement• Handling issue/incident related to report, service outage with tools and provide the resolutions along with RCA • IT L1/L1.5 team assigns us the issue which are not in their scope with initial triage for us to do further investigation, identify pattern/trends towards resolving that issue with UAT activity • Oracle SQL used to extract data for PI to validate and manipulate data in excel & Tableau• Prepared training documents for different function to help team and new joiner for reference guide while working

• Task analysis and evaluating surveys to provide reporting & analytical information support to management• Developed Tableau report visualizations and dashboards using Tableau Desktop• Created action filters, parameters and calculated fields for preparing worksheets and dashboards in Tableau• Use Trend Lines, Reference Lines and statistical techniques to describe the data with different charts• Used SQL Query, Sub-Query to retrieve the data from SQL server management studio to excel• Used Clause, Operators, Functions, Join, Union, Union all to alter the data as per requirement and retrieved• Supported MIS team for documentation to allow smooth operations and easy system maintenance• Provide recommendations to update current MIS to improve reporting efficiency and consistency• Document any identified required changes and communicate them to the relevant third parties/colleagues• Performed data analysis for generating reports on periodic basis using advanced excel• Prepared training documents for working on different process to help team/colleagues

• Monitoring the calls taken by the agents (Recorded, Live & Side by side)• Evaluating calls and providing feedback to enhancing the quality of the calls (daily, weekly & monthly)• Quality feedback session team wise (weekly & monthly) Calibration and Root Cause Analysis (RCA)• Training session team wise for parameters, weightage and new updates related to the process• Visiting vendors location for training & quality feedback session to improve quality and productivity• One on one quality feedback session with the agents as well as shared the report on google sheets• Preparing quality report dashboards agent & team wise using excel and Tableau desktop• Tableau visualizations, worksheet and dashboards preparation using Tableau desktop for quality report• Preparing accuracy reports and individual quality scores (weekly & monthly) sending to quality manager, respective team leads and operations manager• Leading a team, sending across daily performance report and hourly count of production• Pulling out the production and log-in adherence report & extracts data from Sales force and share the reports• Taking care of agents issues and get it resolve to improve productivity and motivate the team

• Process : Customer Service – Inbound (Voice)• Handling of various customer queries over the phone• Team mentor to help teammates to increase their productivity• Keep the team updated with the updates

 Worked with processes like Redress, FTD (Fixed Term Deposit) and SPL (Screening Postal Logging) Interaction with the customer and client for key issues and new requirements Handling of various customer queries and providing proper solutions Team mentor to help teammates to increase their productivity Supervising a team of 6-8 peoples and leading same for delivering tasks Managing Client calls, calls for any update and feedback related to process Monitoring the cases and keep a track of production and quality (Quality Analyst) Allocating work for team, keep the team updated with the updates Mentoring the new Joiner (process Knowledge)