Shashwat Bhatt

Led a state data analyst team, ensuring high-quality work and timely report delivery to the head office. Delivered data insights to improve services as per SLAs provided by the state government in RFP. Collaborated with top management and central analytics team, successfully expanding services in new territories. Revamped data processes from MS-Excel to BI tools, implementing Power BI for enhanced data visualization. Defined and implemented data cleaning and ETL methodologies, improving data quality by 8% and reducing processing time by 40%. Utilized tools like Selenium, Pandas, and other libraries for data cleaning and feeding into data warehouses. Facilitated cross-vertical team training sessions for smooth adoption of tailored data processes. Dealt effectively with government officials, providing analysis reports based on defined KPIs and KRAs from RFP.

Efficiently managed and maintained database systems, ensuring data accuracy, security, and accessibility. Played a pivotal role in expanding customer reach through automation in the message-sending process. Initiated the practice of automatically sending project completion videos, significantly increasing client satisfaction. Implemented automated message reminder systems, enhancing communication and ensuring timely service delivery. Spearheaded the implementation of software enabling customers to schedule appointments and book services online. Automated work order creation and tracking, allowing real-time monitoring of progress. Actively managed CRM system, facilitating efficient handling of customer data and service history. Automated invoicing and billing processes, simplifying the overall financial workflow.

Managed a team of 5 duty managers and 22 executives. Improved team performance from 66% to 80%. Led a project to assess and implement a new cloud-based platform, enhancing chat handling and UI for task performance. Conducted data exploration and visualization to understand patterns and trends in the existing platform's data. Implemented and deployed the new platform, monitoring and maintaining the model in production. Communicated results and insights to stakeholders through reports and presentations.

Managed a team of 5 Duty Managers. Led a project to reduce availability and improved efficiency, resulting in an 8.6% improvement in the 3 months. Improved AHT (Average Handling/Response Time) by 26%, from 10.5 per hour to 13.2 per hour, through data analysis of staff break times and forecasting. Managed client relationships and provided regular feedback to staff on performance improvement and KPI achievement.

Jaipur