Sashank Sarathy

• Leading the analysis of customer conversations and interactions using Call Miner, an advanced speech analytics tool to impact customer experience with improved agent performance and elimination of operational inefficiencies.
• Effectively managing end-to-end reporting for the contact centre including operational metrics and consumer insights data by utilizing T-SQL on a daily basis to query, develop, implement, and maintain new reports from large quantities of data available to the organization.

Responsible for several high impact projects for the contact centre including:

• Collaborating with Verizon to replicate Telephony/ Genesys Cloud/ IVR reporting using T-SQL.
• Creating a Price Increase Impact model to accurately forecast customer contact rates compared to the regular renewal baseline on the basis of communication volume.
• Redesigning and revamping the QA program by extracting contacts from Call Miner's API to create an Automated QA dashboard using T-SQL by segmenting call flow based on agent and customer language.

• Primary Point-of-Contact for Call Miner which involves querying customer conversations to gain actionable insights, presenting results to the executive team, creating automated reports for vendors to access on a daily basis, working with supervisors to focus on outlier management and collaborating with analysts & SMEs from Call Miner on a regular basis
• Supervised and launched multiple near real-time dashboards in production for agents, supervisors, and the management team to view key metrics from seven different sources with access to trending, correlation, and performance against targets.

GPA: 3.61

GPA: 3.34