Sai Chand Emani

Established and directed a team of 4 analysts, delivering robust support for customer service operations worldwide. Established and led a Workforce Management vertical, assembling a team of 3 analysts to optimize scheduling, real-time queue handling, and workforce planning processes, resulting in a 10% increase in operational efficiency. Analyzed customer interactions across channels to identify key areas of customer dissatisfaction and collaborated with cross-functional teams to address these issues, resulting in improvement of Net Promoter Score from 60% to 75%. Identified and addressed critical issues across the fleet, resulting in a 5% reduction in call volume and generating cost savings of $525,000 annually. Developed and implemented a comprehensive Quality audit framework that improved response quality of customer service queries reducing the handling time by 5 seconds.

Part of the Global Business Operations team for Cisco’s Customer Experience ($12 billion business). Role involved building, publishing customized interactive reports and dashboards, report scheduling using Tableau. Formulated business rules for Business Travel approvals. Identified the bottlenecks and redundancies in the process by developing the heat map evaluation. Saved $2M by outsourcing staffing process to vendors which helped in centralization and scaling the process to support 24/7.