Shivam Nag

Operations Associate

Bengaluru, Karnataka, India11 yrs 10 mos experience

Highly StableAI Enabled

Key Highlights

Over 11 years of experience in Data & AI transformation.
Expert in BI solutions and Power Platform automation.
PMP® certified with strong stakeholder management skills.

Stackforce AI infers this person is a Data & AI Transformation Consultant with expertise in Business Intelligence and Automation.

Contact

Skills

Core Skills

Service ManagementGovernanceBusiness Intelligence ToolsSqlTableauData Modeling

Other Skills

Risk ManagementCompliance (GRC)MetadataMS-OfficeData base toolsBI/Automation toolsVBA ExcelMicrosoft ExcelExcelDashboardProgram ManagementCreate solutions for Dynamics 365 and Microsoft Power PlatformConfigure Microsoft DataverseCreate apps by using Microsoft Power AppsCreate and manage logic and process automation

About

As a seasoned Manager with over 11 years of experience in driving significant Data & AI transformation initiatives, I specialize in delivering strategic solutions to complex business problems. My expertise, underpinned by a PMP® certification, lies in orchestrating end-to-end BI solutions, leveraging cutting-edge Power Platform automation, and spearheading data-driven decision-making. As a Service Management Lead in my current role, I have experience managing stakeholders across various geographies, primarily UK and US. I am eager to grow into a leadership position where I can continue to drive impactful decisions and contribute to organizational success. Open to • Mentoring sessions, guest talks, and portfolio reviews. • Freelance consulting: BI strategy, Alteryx/Power Platform solutions, ServiceNow reporting, analytics CoE setup, dashboard modernization.

Experience

11 yrs 10 mos

Total Experience

3 yrs 11 mos

Average Tenure

4 yrs

Current Experience

Kpmg

2 roles

Manager

Promoted

Apr 2024 – Present · 2 yrs 1 mo · Bengaluru, Karnataka, India · Hybrid

Service managementGovernanceRisk ManagementCompliance (GRC)

Assistant Manager

Apr 2022 – Mar 2024 · 1 yr 11 mos · Bengaluru, Karnataka, India · Hybrid

Business Intelligence ToolsMetadata

Emc

3 roles

Business Advisor

Promoted

Nov 2019 – Apr 2022 · 2 yrs 5 mos

TECHNICAL KNOWLEGDE
 MS- Office (MS-Excel, MS-Access, MS- Word, MS-Paint, MS-PowerPoint & VBA).
 Data base tools MS -Access, SFDC & SQL
 BI/Automation tools Tableau, Power BI, SFDC & Avaya.
 Intermediate Knowledge of SQL
 Microsoft Certified in Power BI
 Tableau Desktop Specialist

Business Intelligence ToolsMetadataMS-OfficeData base toolsBI/Automation toolsSQL

Senior Business Analyst

Promoted

Jan 2017 – Oct 2019 · 2 yrs 9 mos

TableauVBA Excel

Business Analyst

Jan 2016 – Dec 2016 · 11 mos

VBA ExcelMicrosoft Excel

Concentrix

Senior Reporting Analyst

Apr 2014 – Jan 2016 · 1 yr 9 mos · Bengaluru Area, India · On-site

 Supervise all client issues and coordinate with managers and supervisors and facilitate in deliverable.
 Provides Trend analysis on process Performance to higher managements
 Processing Variable Pay (monthly incentives, NSA & TA) for more than 35 accounts to finance team & Payroll team.
 Creating Performance Dashboards for Ops to showcases daily/weekly/monthly/quarterly/half-yearly & yearly performance.
 Preparing WBR/MBR/QBR for the process as per clients target just to ensure we achieve targets set by clients.
 Sharing daily/weekly& monthly historical performance report to ops.
 Working in Agent Scheduling & Volume forecasting based on their arrival pattern.
 Sharing Daily Absenteeism & Attrition report for 1500 employees on daily bases to all line managers for their action as required.
 Sharing invoices to client and perform all timely assessment for all payment issues
 Sharing revenue accrual’s & Monitoring Billing Leakage / System Downtime inputs to management just to ensure revenue is not affected due to such issues.
 Creating/Automating Dashboards & excel reports/templates using Marcos as per process requirement.
 Sharing SPOC ratio input for all department (OPS, Training, Quality, WFM and Compliance) as per global benchmark just to ensure no extra support is utilized, as its addition cost to organization & helps in increasing revenue.

Data Modeling

Aegis limited

Team Leader

Jul 2013 – Feb 2014 · 7 mos · Bangalore · On-site

 Managing KPI’s of the process (Service Level, Answer Level, Abandoned % Shrinkage, Attrition, Attendance, Login Hrs, AHT, Quality, Documentation, Escalations & up selling/cross selling).
 Achieving Targets given by clients on up selling & cross selling.
 Taking Escalation called on floor as a floor supervisor.
 Sending Hygienic checklist report to the reporting manager on daily basis.
 Sending Escalation calls to the respective CCO’s on daily basis.
 Replying to the mail’s of LSP & CCO’s on daily basis without fail.
 Coordinate with field team regarding escalations, sales & after sale service.