Livin Varghese

Workforce Services Analyst

• Job Details:Created meaningful insights through data visualization using tools such as Power BI and Amazon QuickSight, enabling stakeholders to make data driven decisions. Improved decision-making easier with quick access to key performance indicators, which saved time and enhanced operational efficiency. Utilized MySQL Workbench to retrieve data from databases and preprocess datasets, ensuring data quality by correctly identifying anomalies and missing values. Leveraged Python using Spyder to automate workflows including uploading and transforming manually captured data into SQL tables for further analysis. Developed comprehensive reports for management, highlighting trends and patterns, supporting strategic decision making and forecasting.

Associate, Real-Time Analyst WFM

• Job Details:Developed Power BI dashboards to track KPIs and agent performance while simplifying complex data for non-technical stakeholders. Created intraday reports on transaction volumes and service efficiency which helped the operations to improve the workforce allocation. Monitored key metrics such as aux misuse, high AHT, occupancy, and utilization that contributed to reduced non-productive time.

Service Coordinator

• Job Details:Collected and analyzed customer feedback to identify service improvement opportunities, enhancing client satisfaction by implementing actionable changes. Coordinated and optimized service schedules, ensuring timely delivery and efficient resource utilization.