Shailesh Yadav
Calgary,Canada
Summary
Experienced Business Analyst and Project Coordinator Professional with 11+ years of expertise in optimizing operations processes, integrating new tools, ensuring cost efficiency, and enhancing service quality across diverse environments. Highly dependable, ethical, and reliable business professional and leader who seamlessly blends advanced organizational, technical, and business acumen. Collaborates effectively with cross-functional teams to ensure operational and service excellence. Committed to contributing to the company's success and long-term growth by leveraging project management experience and applying expertise in various areas of business to ensure timely accomplishment of all identified goals and schedules. Additionally, brings 5 years of success in the Customer Service industry as a seasoned Business Analyst. Excels in understanding business and systems requirements, conducting user acceptance testing, and delivering end-user training. Ability to leverage past lessons informs future decision-making, leading to informed and effective strategies.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Analyst
SEREFIN
08.2021 - Current
- Conduct comprehensive analysis of historical data, trends, and forecasted demand to develop accurate workforce capacity plans, ensuring optimal resource allocation and efficient staffing levels
- Manage and lead the Real-Time Analyst (RTA) team, ensuring smooth operations and timely response to unexpected call volumes and absenteeism
- Generate agent schedules based on forecasted volumes, effectively balancing workload and agent availability to maintain service level agreements
- Develop various management reports utilizing SQL databases and Power BI, providing valuable insights to support strategic decision-making by the management team
- Analyze data to identify trends, patterns, and anomalies, providing actionable insights through statistical techniques
- Maintain accurate records and address issues related to timekeeping, leave management, and overtime to ensure accurate payroll processing and compliance
- Monitor agent productivity and performance levels, conducting in-depth assessments of efficiency rates and identifying areas for improvement
- Evaluate key workforce performance metrics, including productivity, attendance, and schedule adherence, and implement strategies to optimize workforce utilization
- Collaborate with cross-functional teams to define and implement workforce management strategies aligned with business goals and objectives
- Develop and implement strategies to manage and mitigate risks, such as absenteeism, attrition, and seasonality, ensuring adequate staffing levels at all times
- Prepare and deliver clear and concise reports and presentations, summarizing workforce analytics, key insights, and data-driven recommendations to stakeholders and senior management
- Foster a positive team culture, encouraging collaboration and knowledge sharing among team members to enhance overall performance and efficiency
- Collaborate with internal stakeholders on project tasks and ad-hoc requests
- Collaborate with Finance to develop billable invoices for clients and prepare Profit and Loss Statements for overall call center operations, ensuring accurate billing and financial transparency
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
Operations Project Co-ordinator
VOSKER
04.2019 - 08.2021
- Assist the Transformation Director and the Senior Insights Coordinator by managing the transformation team timeline, project deadlines and by collaborating with all the Customer Experience team’s research projects and customer experience activities
- Support the Senior Project Insights Coordinator in various research activities (coordination, methodology building, specifications, testing, execution, and implementation of surveys, contacting user research participants, note taking, etc.)
- Develop, maintain, and monitor an agile project roadmap, projects timeline and projects tasks evolution and coordination, deadlines, etc
- Conduct regular, ongoing analysis, evaluation, expertise and review of business process and initiatives
- Build and monitor KPI performance and Dashboard, adjust and communicate strategies needed to meet goals
- Create, monitor, update various visualization dashboards and reports in CRM, and provide analysis and visibility to other stakeholders to enhance the customer and agent experience
Trade Services Manager
ICICI Bank
11.2015 - 11.2018
- Responsible for the end-to-end transactions for Input and or release for Issuances and Amendments of Import Documentary Letters of Credit, Collections & Standby Letters of Credit/Guarantees
- Performs second or third checks and release on Export/Import Letters of Credit/Collection presentations within delegated authorities
- Checking of Standby/Guarantee claims presented at trade counters
- Input & release of Standby/Guarantee demands
- Performs release functions of Guarantee cancellations
- Upon request by client, performs discrepancy clarification for Imports/Export & Guarantee/Standby presentations
- Performs investigations and support for escalations
- Prioritize workloads based on volumes
- Fully compliant with Banking Operational Risk policies, Anti-Money Laundering (AML) policies, Trade Restricted Countries and Risk Approval processes
Credit Officer
CITI Bank
06.2012 - 01.2015
- Reviewed loan requests
- Assessed clients’ financial status
- Evaluated creditworthiness and risks
- Contacted clients to gather financial data and documentation
- Maintained updated records of loan applications
- Monitored progress of existing loans
- Prepared the documents as per the banking standard and policies
- Managed customer requests related to mortgage and preparing Letter of Documentation submitted
- Followed up with clients about loan renewals
- Delivered the package to the bank branch for closure of mortgage loans or on request of the branch
Education
Business Administration -
Herzing College
Montreal, QC03.2021
Post-Graduation Diploma in Banking -
Manipal Academy of Higher Education
Karnataka, India01.2016
Bachelor’s in Hospitality Studies -
University of Mumbai
Mumbai, India04.2012
Skills
Data Analysis & Statistical Skills:
Analytical skills, Data Analytics, Data Analysis, Statistical techniques, Data Modeling, Data validation, Data cleansing, Data Mapping, Gap Analysis, Business Process Improvement
Technical Skills:
Power BI, Tableau, SQL, Python, R Programming, SAS, Databricks, Advanced Excel (Macros, Pivot Table, Power Query)
Project Management & Collaboration Tools:
Microsoft Project, TeamGantt, Jira, Confluence
Workforce Management Tools:
Verint, Genesys, Community, Teleopti
CRM & Productivity Tools:
Salesforce, Zendesk, Microsoft Office Suite, Google Sheets
Data Visualization:
Data Visualization, Power BI, Tableau
Soft Skills:
Attention to detail, Problem-solving, Time management, Flexibility, Relationship Building, Escalation management, Remote work capability
Project & Business Process Skills:
Project Management, Requirements Gathering, User Acceptance Testing (UAT)
Certification
- Lean Six Sigma Green Belt Certification, CSSC, 07/22
- Lean Six Sigma White Belt Certification, CSSC, 01/22
- Certified International Trade Professional, FITT, 03/21
- FITT Diploma in International Trade, FITT, 12/20
- Mutual Fund Distributors (MFD), NISM, 09/15
- Depository Operations Certification, NISM, 06/15
- Insurance Regulatory Development Authority’s Agent Certification, 03/16
Languages
English
Native or Bilingual
Accomplishments
- Increased operations efficiency 42% by streamlining business processes and knowledge base.
- Designed and implemented a comprehensive database and reporting system from scratch, utilizing SQL, Power tools, Tableau, and Power BI to create dynamic dashboards and reports, resulting in a 35% improvement in data accessibility and decision-making efficiency for stakeholders and management.
- Led team to meet 85% of SLAs by streamlining business processes and identifying areas for improvement.
- Process Improvement - Achieved revenue objective by implementing cost-cutting measures.
Timeline
Business Analyst
SEREFIN
08.2021 - Current
Operations Project Co-ordinator
VOSKER
04.2019 - 08.2021
Trade Services Manager
ICICI Bank
11.2015 - 11.2018
Credit Officer
CITI Bank
06.2012 - 01.2015
Business Administration -
Herzing College
Post-Graduation Diploma in Banking -
Manipal Academy of Higher Education
Bachelor’s in Hospitality Studies -
University of Mumbai
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