Shajeesh K Balan Email & Phone Number

Pune, Maharashtra, India

Orchestrated the design and development of complex dashboards at Veritas Technologies, resulting in a significantimprovement in decision-making for the leadership team.❖ Collaborating with business stakeholders to understand business requirements in the BI context and design data modelsto convert raw data into meaningful insights❖ Perform M & DAX functions, Design, develop, and implement Power BI dashboards, reports, and interactivevisualizations based on business… Show more Orchestrated the design and development of complex dashboards at Veritas Technologies, resulting in a significantimprovement in decision-making for the leadership team.❖ Collaborating with business stakeholders to understand business requirements in the BI context and design data modelsto convert raw data into meaningful insights❖ Perform M & DAX functions, Design, develop, and implement Power BI dashboards, reports, and interactivevisualizations based on business requirements❖ Performance Monitoring, fine-tuning, and optimization of dashboards also perform SQL querying for best results❖ Implement row-level security on data and understand application security layer models in Power BI.❖ Establish and maintain data refresh schedules through On-Prem Data Gateway to ensure up-to-date reporting andanalytics❖ Optimize Workspaces and datasets to promote ease of self-service, and provide a secure, structured organization ofworkspaces, apps, data sets, and dashboards❖ Transforming raw data into meaningful and actionable insights through data modeling, data cleansing, and datamanipulation techniques.❖ Create SSIS package and load data into SQL server, maintain data pipelines and ETL processes to ensure data accuracyand reliability.❖ Conducting thorough testing and troubleshooting of BI solutions to ensure data accuracy and consistency.❖ Providing technical support and assistance to end-users for Power BI-related issues Show less

Kochi, Kerala, India

❖ Worked closely with stakeholders to gather and analyze requirements for data visualization and reporting.❖ Designed and developed Power BI reports, dashboards, and interactive visualizations to meet business needs.❖ Created data models and datasets for efficient and accurate analysis.❖ Modelled business processes and identified opportunities for process improvements.❖ Designed and developed DOMO solutions to transform raw data into meaningful insights and actionable… Show more ❖ Worked closely with stakeholders to gather and analyze requirements for data visualization and reporting.❖ Designed and developed Power BI reports, dashboards, and interactive visualizations to meet business needs.❖ Created data models and datasets for efficient and accurate analysis.❖ Modelled business processes and identified opportunities for process improvements.❖ Designed and developed DOMO solutions to transform raw data into meaningful insights and actionable reports.❖ Created interactive dashboards and reports that provide clear and concise insights into key performance metrics.❖ Optimized DOMO performance and troubleshoot any issues that arise.❖ Collaborated with cross-functional teams to integrate DOMO solutions into existing systems and processes.❖ Stayed up-to-date with DOMO best practices and new features to continuously improve BI capabilities. Show less

Kochi, Kerala, India

❖ Successfully executed numerous projects leveraging Python, Power BI, Domo, and VBA.❖ Build and lead a high-performing BI team, including analysts, developers, and data engineers.❖ Provide mentorship, guidance, and professional development opportunities to team members to foster growth andexpertise❖ Implemented automation techniques for reports and dashboards, significantly boosting productivity and operationalefficiency.❖ Collated and evaluated statistical data to… Show more ❖ Successfully executed numerous projects leveraging Python, Power BI, Domo, and VBA.❖ Build and lead a high-performing BI team, including analysts, developers, and data engineers.❖ Provide mentorship, guidance, and professional development opportunities to team members to foster growth andexpertise❖ Implemented automation techniques for reports and dashboards, significantly boosting productivity and operationalefficiency.❖ Collated and evaluated statistical data to pinpoint opportunities for enhancing productivity and resource utilization.❖ Support business leaders in making data-driven decisions by presenting insights and recommendations in a clear andconcise manner..❖ Drive continuous improvement of BI processes, tools, and methodologies to enhance the overall effectiveness of the BIfunction Show less

Kochi, Kerala, India

❖ Led site-level initiatives encompassing both voice and non-voice business operations.❖ Offered support to other programs encountering challenges in meeting SL (Service Level) targets.❖ Collaborated closely with management to optimize operational efficiency.❖ Conducted headcount reconciliation for upcoming week scheduling.❖ Developed interval-wise schedules to address tasks for the upcoming week effectively.❖ Strategically aligned staffing with workload arrival patterns… Show more ❖ Led site-level initiatives encompassing both voice and non-voice business operations.❖ Offered support to other programs encountering challenges in meeting SL (Service Level) targets.❖ Collaborated closely with management to optimize operational efficiency.❖ Conducted headcount reconciliation for upcoming week scheduling.❖ Developed interval-wise schedules to address tasks for the upcoming week effectively.❖ Strategically aligned staffing with workload arrival patterns, meticulously planned schedules, maintained precisestaffing records and contributed to long-term staffing decisions.❖ Showcased strong leadership in managing over 300 employees per interval❖ Compiled and analyzed daily, weekly, and monthly task performance reports.❖ Conducted health checks on various metrics including late login, schedule adherence, utilization, productivity, andcommon floor issues.❖ Analyzed and optimized seat utilization for enhanced efficiency.❖ Regularly updated Table F to ensure program health.❖ Provided valuable manpower analysis guidance to management and other programs.❖ Monitored headcount expenses and implemented cost optimization strategies through forecast analysis.❖ Leveraged schedule accuracy measurements for continuous improvement and bolstered team satisfaction.❖ Ensured alignment of analysts and training teams with team objectives and KPIs.❖ Cultivated a positive working environment on the floor.❖ Ensured accurate uploading of all tasks into the internal tool, GTS.❖ Spearheaded WFM reviews, meetings, and calls for the business, ensuring effective communication and alignment.❖ Ensured timely and accurate generation and execution of all MIS operations.❖ Identified and recommended improvements to established procedures, forms, and workflows.❖ Monitored reconciliation and research discrepancies in MIS project data. Show less

Kochi, Kerala, India

❖ Presented Command Center Operation data to internal stakeholders for review, highlighting performance achievementsand addressing challenges.❖ Forecasted call and contact volume demands, strategically scheduling skilled staff accordingly.❖ Oversaw agent shifts and effectively communicated schedules for seamless operations.❖ Analyzed real-time call arrival patterns and promptly adjusted staffing to meet fluctuating demands.❖ Identified call routing anomalies and system… Show more ❖ Presented Command Center Operation data to internal stakeholders for review, highlighting performance achievementsand addressing challenges.❖ Forecasted call and contact volume demands, strategically scheduling skilled staff accordingly.❖ Oversaw agent shifts and effectively communicated schedules for seamless operations.❖ Analyzed real-time call arrival patterns and promptly adjusted staffing to meet fluctuating demands.❖ Identified call routing anomalies and system outages, escalating issues as necessary for swift resolution.❖ Maintained precise records of agent skill sets and collaborated with recruiting/training departments as needed toaddress staffing requirements.❖ Achieved budget planning targets, encompassing seat and agent utilization, productivity, and revenue objectives.❖ Monitored resource upskilling initiatives, backup planning, and comprehensive people management strategies.❖ Took charge of escalations and incident management, including conducting Root Cause Analysis (RCA) to addressunderlying issues.❖ Effectively managed system outages and troubleshooted internal/external tools and applications to minimizedisruptions. Show less

Kochi, Kerala, India

❖ Monitored queues for three Lines of Business (MAC, CABLE, and People-PC) to ensure seamless operations.❖ Upheld SLA, Seat Utilization, and Agent Utilization targets to guarantee optimal performance.❖ Proactively managed Average Handling Time (AHT) by promptly notifying Subject Matter Experts (SMEs) about prolongedcalls.❖ Supervised break schedules effectively and enforce discipline on the floor to maintain productivity.❖ Maintained open lines of communication with the… Show more ❖ Monitored queues for three Lines of Business (MAC, CABLE, and People-PC) to ensure seamless operations.❖ Upheld SLA, Seat Utilization, and Agent Utilization targets to guarantee optimal performance.❖ Proactively managed Average Handling Time (AHT) by promptly notifying Subject Matter Experts (SMEs) about prolongedcalls.❖ Supervised break schedules effectively and enforce discipline on the floor to maintain productivity.❖ Maintained open lines of communication with the client-side NOC-bridge and internal IT teams to promptly addressoutages and application issues.❖ Demonstrated exceptional ability to motivate teams, consistently achieving volumes exceeding 170% of forecast withService Levels consistently surpassing 90%. Show less

Kochi, Kerala, India

❖ Offered proactive troubleshooting via chat support to swiftly resolve user issues.❖ Ensured prospective customers receive exceptional service, fostering positive interactions and satisfaction.❖ Multitasking: Functioned as a SUPER AGENT, providing chat support to 4 customers while simultaneously assisting 2customers through remote access, proficiently managing diverse security products.❖ Coaching/Mentoring: Facilitated regular refresher sessions for the team, focusing on case… Show more ❖ Offered proactive troubleshooting via chat support to swiftly resolve user issues.❖ Ensured prospective customers receive exceptional service, fostering positive interactions and satisfaction.❖ Multitasking: Functioned as a SUPER AGENT, providing chat support to 4 customers while simultaneously assisting 2customers through remote access, proficiently managing diverse security products.❖ Coaching/Mentoring: Facilitated regular refresher sessions for the team, focusing on case management, adherence toquality standards, and continuous improvement of Customer Satisfaction (CSAT) metrics. Show less