Piyush Khare
Bengaluru,India
Summary
Ambitious and detail-driven individual seeking a Business Analyst position to apply my knowledge of SQL, Power BI and Excel in real-world business scenarios. Experienced BPO Operations Team Leader with over 6 years of expertise in managing high-performing teams, optimizing processes, and ensuring customer satisfaction. Proven track record in streamlining operations, driving efficiency, and delivering exceptional results in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CRM Operations Team Leader
Teleperformance India Pvt Ltd
10.2023 - 06.2024
- Collaborated with stakeholders to gather detailed business requirements through various methods.
- Conducted data analysis to identify business trends and opportunities.
- Identified improvement areas and recommended process enhancements to optimise operations.
- Streamlined operations to reduce costs and boost productivity.
- Monitor operational performance, and recommend improvements or changes as needed.
- Customised data reporting tools to meet specific departmental needs, enhancing data-driven decision-making capabilities across the organisation.
- Leveraged customer feedback to determine application development strategy.
- Developed and maintained dashboards using Tableau and Power BI, providing real-time data visualisations to stakeholders.
- Used Power BI to collate and evaluate project data, presenting findings to key stakeholders.
Operations Team Leader
TaskUs India Pvt. Ltd.
01.2020 - 06.2023
- Developed and maintained comprehensive dashboards, reports, and visualisations using Power BI to enhance data accessibility.
- Presented findings from Tableau dashboards to senior management, influencing key business decisions.
- Prepared detailed reports on plant operations, incidents, and maintenance activities for management review.
- Collaborated with senior management to develop strategic plans for operational activity and growth.
- Provided expert guidance on leadership development, coaching senior management on effective team management practices.
- Responsible for team management, as well as acting as daily point of escalation for queries.
Quality Compliance Analyst
Teleperformance
07.2015 - 04.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored trends in customer feedback data, proactively addressing issues before they escalated into larger problems.
- Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
- Mitigated escalations by working closely with supervisors to address recurring issues promptly and effectively.
Education
Accounting
Bundelkhand University
2011
Skills
- BRD / FRD
- Requirements gathering
- User acceptance testing
- Business process improvement
- Workflow Analysis
- KPI tracking
- Pivot tables
- Gap analysis
- Stakeholder management
- Problem-solving
- Verbal and written communication
- Decision-making / Analytical thinking
- Agile methodologies
- BI tools expertise
- SQL and databases
- SWOT analysis
Certification
- Certified Business Analysis Professional (CBAP) – [CoachX Institute]
- Google Data Analytics Certificate – [CoachX Institute]
- Microsoft Excel Certification – [CoachX Institute]
- Google Analytics Certification Diploma Course in Human Resource Management (HRM)
- Root Cause Analysis: Getting to the Root of Business Problems – [LinkedIn Learning]
- Securing Software as a Service (SaaS) – [LinkedIn Learning]
- Human Resources: Payroll – [LinkedIn Learning]
- Foundation of Business Analysis – [LinkedIn Learning]
- Coaching Skills for Leaders and Managers – [LinkedIn Learning]
- Being an effective Team Member – [LinkedIn Learning]
- AWS Concepts – [LinkedIn Learning]
- CISCO Networking Foundation – [LinkedIn Learning]
- Customer Service and Knowledge Management – [LinkedIn Learning]
- Lean Six Sigma Foundations – [LinkedIn Learning]
- Project Management Foundation – [LinkedIn Learning]
- Quality Management Essentials – [LinkedIn Learning]
- End user experienced in HCM, Workday (WFM, Financial & HR Dept.) & Sales force (SFDC, User management, Lightning Experience Console) – [LinkedIn Learning]
- Business Analysis Fundamentals - ECBA, CCBA, CBAP – [LinkedIn Learning]
Timeline
CRM Operations Team Leader
Teleperformance India Pvt Ltd
10.2023 - 06.2024
Operations Team Leader
TaskUs India Pvt. Ltd.
01.2020 - 06.2023
Quality Compliance Analyst
Teleperformance
07.2015 - 04.2017
Accounting
Bundelkhand University
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