Shail Sahu

Associate Consultant

Hyderabad, Telangana, India9 yrs 11 mos experience

AI EnabledAI ML Practitioner

Key Highlights

Improved CSAT by 10-15% through data analysis.
Reduced reporting preparation time by 80-90% via automation.
Defined and tracked over 10 ITSM KPIs for decision support.

Stackforce AI infers this person is a data-driven ITSM analyst specializing in business analysis and reporting.

Contact

Skills

Core Skills

Data AnalysisBusiness AnalysisCommunicationTrainingCoordinationQuality Assurance

Other Skills

AI PromptingAI for LeadershipAI for ManagementAgile MethodologiesAgile Project ManagementAnalytical SkillsArtificial Intelligence for BusinessAutomationAzure Data FactoryBusiness StrategyCritical ThinkingDAXData CleaningData VisualizationEmployee Learning & Development

About

ITSM Analyst with a strong focus on business analysis and analytics, supporting IT and operations teams with data-driven insights and decision support. I work closely with stakeholders to analyze service desk performance, CSAT trends, operational KPIs, and process gaps, translating business challenges into clear metrics, dashboards, and actionable insights. I apply Power BI, SQL, Excel, automation, and AI-assisted analytics to improve reporting efficiency, reduce manual effort, and support continuous process improvement. I also help teams adopt new tools and data-driven ways of working. PL-300 certified and motivated by roles where ITSM data and analytics drive better service quality and business outcomes.

Experience

Experian

ITSM Analyst (Business Analysis & Reporting)

Apr 2024 – Present · 1 yr 11 mos · Hyderabad, Telangana, India · Hybrid

Improved CSAT by 10–15% by analyzing service desk performance, ticket quality, and agent behavior, enabling leadership to take targeted corrective actions
Reduced forecasting and resource planning data preparation time by 80–90% by building automated data collection and reporting workflows, accelerating planning cycles from days to minutes
Defined and tracked 10+ ITSM and operational KPIs by partnering with Service Desk, Resource Management, and leadership teams, strengthening decision support and performance reviews
Improved cross-functional collaboration and response time by 30–40% through automated stakeholder notifications triggered by task completion and data refresh events
Strengthened BI governance and dashboard reliability by introducing data freshness indicators and refresh controls, reducing data-related escalations by 25–30%

Microsoft Power BIMicrosoft Power QueryData CleaningData VisualizationData AnalysisSQL+3

Certed technologies

Fractional Analyst Intern

Jan 2024 – Apr 2024 · 3 mos · Hyderabad, Telangana, India

Delivered analytics-driven insights that contributed to a 25% improvement in marketing ROI through Power BI dashboards and performance analysis • Assisted in data preparation and entry-level automation tasks to support routine reporting workflows and improve data readiness

Amity university

Marketing Program Specialist

Dec 2021 – Mar 2023 · 1 yr 3 mos · Raipur, Chhattisgarh, India · On-site

Analyzed admissions, enrollment, and academic performance data to support leadership decision-making, planning, and operational reviews
Reduced manual reporting effort by 80% by streamlining Excel-based reporting and introducing structured dashboards
Translated business requirements into performance metrics and reports, supporting process improvement and operational efficiency initiatives

Analytical SkillsInterpersonal SkillsProblem SolvingData CleaningData AnalysisTeam Coordination+4

Ufaber edutech pvt ltd

Communication Trainer

Nov 2020 – Dec 2022 · 2 yrs 1 mo

Trained senior age groups and working professionals, fostering confidence and personality grooming.
Conducted audio and video sessions, addressing Listening, Writing, Reading, and Speaking skills.
Provided personal interaction and counsel to motivate students in expressing their voices confidently.
Demonstrated strong communication command, enhancing fluency and inner confidence while eliminating fear.

Presentation SkillsInterpersonal SkillsProblem SolvingTeam CoordinationCommunicationTraining

Kalinga university, raipur

International Student coordinator

Oct 2017 – Aug 2020 · 2 yrs 10 mos · Greater Raipur Area · On-site

Supported international student acquisition by coordinating with overseas partners, education fairs, and international student associations
Contributed to expansion into new regional markets by supporting outreach initiatives across neighboring countries

Presentation SkillsInterpersonal SkillsProblem SolvingData CleaningData AnalysisTeam Coordination+4

Wipro bpo

Quality Analyst

Aug 2007 – Jul 2011 · 3 yrs 11 mos · Greater Hyderabad Area · On-site

Analyzed quality and performance metrics using standardized scorecards to support operational improvement initiatives
Prepared analytical reports and dashboards in Excel for management reviews and performance tracking
Collaborated with operations teams to improve reporting consistency and metric interpretation

Presentation SkillsAnalytical SkillsInterpersonal SkillsProblem SolvingData CleaningData Analysis+6