Sumit Kumar

Operations Associate

Bengaluru, Karnataka, India17 yrs 4 mos experience

Key Highlights

Over nine years of data analytics expertise
Proficient in Power BI and data visualization techniques
Led automation initiatives reducing reporting effort by 40%

Stackforce AI infers this person is a Data Analytics Manager with expertise in SaaS and business intelligence.

Contact

Skills

Core Skills

Data AnalyticsMicrosoft Power BiBusiness Analysis

Other Skills

DAX QueriesData AnalysisMicrosoft ExcelPower BI servicesMySQLPower BISQLAdvanced ExcelAutomationFinancial DashboardStakeholder ManagementData VisualizationService-Level Agreements (SLA)SeabornMatplotlib

About

Experienced Power BI and Data Analytics Manager - With over nine years of expertise, I have a proven track record in gathering data from diverse sources and transforming it into actionable insights. I excel in data modeling, seamlessly integrating reporting elements, and automating business performance reports. My skills include extracting, cleansing, and analyzing large datasets to uncover valuable insights. I'm proficient in data visualization techniques, constructing interactive dashboards using Power BI Desktop, Power BI Service, Advanced Excel, and SQL. I am passionate about leveraging data-driven strategies to drive business growth and efficiency.

Experience

17 yrs 4 mos

Total Experience

1 yr 11 mos

Average Tenure

1 yr 7 mos

Current Experience

Sagility

Manager Global WFM

Oct 2024 – Present · 1 yr 7 mos · Bengaluru, Karnataka, India · Hybrid

Oversee Data Collection and Processing: Manage the collection, processing, and interpretation of large datasets to ensure data quality and accuracy
Team Management: Lead and mentor a team of data analysts & MIS, ensuring reports & projects are completed on time.
Collaboration: Work with various departments to identify opportunities for process improvement and support data-driven decision-making
Ensure Compliance: Ensure all data collection methods meet legal regulations and standards
Process Improvement: Identify and introduce process improvements to increase the efficiency of the MIS.
Training: Train and mentor junior staff in data analysis and reporting techniques.
Built Power BI, SQL, and Advanced Excel dashboards providing real-time visibility into workforce performance, operational KPIs, occupancy, and shrinkage trends across business units.
Governed end-to-end data collection, validation, and quality assurance across WFM and operational data streams, ensuring compliance, accuracy, and audit readiness.
Implemented automation within MIS and WFM workflows, reducing manual reporting effort by 40% and accelerating delivery of executive-level insights to leadership and client teams.
Led and mentored a team of analysts, establishing reporting standards, capability development plans, and a culture of analytical rigour and continuous improvement
Spearheaded automation of multi-source data pipelines into MS Access/SQL Express and integrated with Power BI dashboards
Delivered real-time insights to operations and leadership teams, enhancing decision-making

DAX QueriesData AnalysisMicrosoft Power BIMicrosoft ExcelPower BI servicesMySQL+1

Eastvantage

Lead Data Scientist

Oct 2022 – Apr 2024 · 1 yr 6 mos · Bengaluru, Karnataka, India · Hybrid

>Utilized advanced querying, visualization and analytics tools to analyze and process complex data sets.
>Worked with stakeholders to develop quarterly roadmaps based on impact, effort and test coordination's.
>Extracted and assessed data from databases to drive improvement of product development and business strategies and processes.
>Assessed accuracy and effectiveness of new and existing data sources and data analysis techniques.
>Discovered stories told by data to present information to scientists and business managers.
>Developed polished visualizations to share results of data analyses.

MySQLFinancial DashboardMicrosoft ExcelMicrosoft Power BIData Analytics

Rbl bank

Business Support Manager

Aug 2021 – Oct 2022 · 1 yr 2 mos · Mumbai, Maharashtra, India

> Involved in creating infographic kind of report in Power BI.
> Involved in creating data visualizations like Bar charts, Tree Maps, Line charts, Scatter plot, Mapping Visualization etc. with Power BI
> Proficient in designing/building complex stunning reports/dashboards using Filters (Slicers), Drill-down Reports, Sub reports and AdHoc reports in Power BI Desktop.
> Involved in preparing and cleansing of the data.
> Interacting with Client to get requirements.
> Accessed and used various Custom Visuals available in Power BI
> Sharing of Power BI reports
> Creating Templates/Dashboards/Reports (Ad hoc) for Clients/Other Teams
> Managing & tracking on-time resolutions of complaints & request PAN Bank
> Work closely with Services Management to prepare reports, decks, data, trends for effective meetings/ discussions with stakeholders & senior management
> Drive the achievement of service metric targets: Requests & Complaints - TATs, FTRs, Cancellations, Tickets approved within defined period, problem incidence - to the satisfaction of clients
> Managing Costs within Budgets for Client Services (7 Units) and support Client services management in planning & tracking the expenses vs. budgets
> Ensuring successful delivery of key performance indicators (KPIs) and objectives
> Monthly Inventory reports / Dealing with Statutory & Internal

Stakeholder ManagementBusiness AnalysisMicrosoft Power BI

Reliance retail

Manager Service Quality Audit (Deputy Manager)

Apr 2021 – Aug 2021 · 4 mos · Mumbai, Maharashtra, India

> Created visually impactful dashboard for Digital segment
> Delivery of Client and Internal reports with 100% accuracy and Quality within the timeline.
> Taking care of all data requirement send by operations team
> Managing vendors reporting regards to agent performance
> Analysis on complaints received to CEO desk (email/post)

Microsoft Excel

Concentrix

2 roles

Assistant Manager

Promoted

Aug 2018 – Apr 2021 · 2 yrs 8 mos · Thane, Maharashtra, India

> Sharing findings and data to team to improve strategies and operations
> Reasons sharing with operations for not met Basic KPI for operation support and delivery.
> Identified opportunities for improvement, recommended as applicable with identified departments.
> Preparing reports for executive leadership that effectively communicate trends & patterns using relevant data.
> Taking care of all Type of dashboards related to Ops & Management.
> Optimized data collection procedures and generated reports on a weekly, monthly, and quarterly basis
> Mining data from primary and secondary sources, then reorganizing said data in a format that can be easily read by either human.
> Used advanced Microsoft Excel to create pivot tables, used VLOOKUP, and other Excel functions
> Facilitated the monthly opportunities for improvement meeting with CQA, R&D & Brand team
> Maintained direct, timely and appropriate communication with clients
> Created visually impactful dashboard for South Asia countries (India, Bangladesh, Pakistan & Sri Lanka)
> Provide Adhoc client and operations requirement reports
> Preparation and presentation of WBR (Weekly Business Review), MBR (Monthly Business Review) and YBR (Yearly Business Review).
> Excellent written and verbal communication skills, with the ability to convey Policies & procedures of the company in an accessible and compelling manner.
> Ability to organize, motivates, & establishes positive relations with fellow professionals.

Stakeholder ManagementService-Level Agreements (SLA)

Workforce Management Analyst

Jan 2015 – Aug 2017 · 2 yrs 7 mos · Bangalore

> Help the line manager in various works like: 1X1, maintaining MOM of team meetings and publish the same etc.
> Need to Interact with client for various product related clarifications.
> Escalate various issues to the client and maintain proper database of same to follow-up.
> Client interaction on various escalations related to call handling and update dissemination across the process
> Need to help the line manager to supervise the team to ensure timely closer of all escalation and technical related cases.
> Maintain proper database of team members with details information of login adherence, productivity hrs., productivity percentage, time loss details and stack performance on daily as well as monthly basis.
> Prepare weekly and monthly deck with highlights, lowlights, support requirements and suggestions.
> Manage the floor on real time basis with proper co-ordination with OPS.
> Manage the Service Level of the process with co-ordination with OPS.
> Analyzed data based on various parameters in line with the business requirements and providing reports to higher management for business strategy.
> Analyzed user requirements with emphasis on fitting the requirement to the best available reports and develop new reports wherever required.
> Efficiently developed, implemented, and supported MIS requirements
> Created a Centralized Database for reporting which became the base for all Adhoc requirements.
> Successfully set up reporting structure for various LOBs in the shortest time period
> Preparing daily, weekly and Monthly reports and same sent to client & Operations Team.
> Sending Hourly Performance SMS to HOD’s.
> Providing suggestion to operations as SL, C-SAT, Tagging and call disconnection after analysis.
> Daily publishing non- adherence Report.
> Provide Adhoc client and operation requirement, stack ranking, Dashboard, MBR.
> Business Dashboards preparation every week showcasing agent productivity, Occupancy, utilization.

Service-Level Agreements (SLA)

Hgs - hinduja global solutions

Assistant Operations Manager

Aug 2017 – Aug 2018 · 1 yr · Mumbai Area, India

> Dashboards: Created visually impactful dashboards in Excel, PowerPoint and Tableau for data reporting by using pivot tables and VLOOKUP. Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information
> Presented findings and data to team to improve strategies and operations
> Used advanced Microsoft Excel to create pivot tables, used VLOOKUP, and other Excel functions
> Designed, built and implemented relational databases
> Facilitated the monthly opportunities for improvement meeting with CQA, R&D & Brand team
> Identified opportunities for improvement, recommended as applicable with identified departments

Stakeholder Management

Ibm

Senior Technical Support Specialist

Jan 2010 – Dec 2014 · 4 yrs 11 mos · DLF IT Park, Rajarhat, Kolkata, West Bengal

> Leading Front Office Non billing and technical Operations team
> Customer Care Executive in telecom project.
> Handling customer’s enquiries and resolve the customer’s billing and technical issues.
> Interacting with quality and sharing new updates with the team on a regular basis.
> Mentoring new representatives in understanding and delivering the productivity targets set forward by the client while maintaining the desired quality levels.
> Providing technical assistance to customers related to issues on Blackberry and I-Phone. Raising trouble ticket and assigning it to the relevant department for unresolved issues.
> Provisioning support for Blackberry services.