Abhishek P Chavan

Experience

• 

  Firstsource Solutions Limited

  Sept 2007 - Dec 2012

  • Operational Analytics, Speech & Text , CSAT Surveys FCR Data, VOC Data creating Value and Decision support for the client.• Amalgamation of all possible sources of information and high level analytics performed to deliver value adds to clients • Channel Analytics – Customer interaction measurement / management: Focus on reducing cost to serve and customer efforto Optimizing the process and business rules associated with the channel with a holistic view of various function which are associated in delivering end service to the customer – either directly or indirectly o Feedback to clients on process flows, insights on various contacts points within the organisation as well as product / process changes• Supporting e strategy – Web analytics , Social Media analysis, Forum management, Self help / assisted channels• Lead a 6 FTE billable project on Customer insights – revenue generating centre• Quantifiable benefits delivered to the clients• Drive and Mentor Green Belt Projects (Six Sigma and LEAN)• Client Engagement: Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients Show less • Operational Analytics, Speech & Text , CSAT Surveys FCR Data, VOC Data creating Value and Decision support for the client.• Amalgamation of all possible sources of information and high level analytics performed to deliver value adds to clients • Channel Analytics – Customer interaction measurement / management: Focus on reducing cost to serve and customer efforto Optimizing the process and business rules associated with the channel with a holistic view of various function which are associated in delivering end service to the customer – either directly or indirectly o Feedback to clients on process flows, insights on various contacts points within the organisation as well as product / process changes• Supporting e strategy – Web analytics , Social Media analysis, Forum management, Self help / assisted channels• Lead a 6 FTE billable project on Customer insights – revenue generating centre• Quantifiable benefits delivered to the clients• Drive and Mentor Green Belt Projects (Six Sigma and LEAN)• Client Engagement: Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients Show less • Operational Analytics, Speech & Text , CSAT Surveys FCR Data, VOC Data creating Value and Decision support for the client.• Amalgamation of all possible sources of information and high level analytics performed to deliver value adds to clients • Channel Analytics – Customer interaction measurement / management: Focus on reducing cost to serve and customer efforto Optimizing the process and business rules associated with the channel with a holistic view of various function which are associated in delivering end service to the customer – either directly or indirectly o Feedback to clients on process flows, insights on various contacts points within the organisation as well as product / process changes• Supporting e strategy – Web analytics , Social Media analysis, Forum management, Self help / assisted channels• Lead a 6 FTE billable project on Customer insights – revenue generating centre• Quantifiable benefits delivered to the clients• Drive and Mentor Green Belt Projects (Six Sigma and LEAN)• Client Engagement: Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients Show less • Operational Analytics, Speech & Text , CSAT Surveys FCR Data, VOC Data creating Value and Decision support for the client.• Amalgamation of all possible sources of information and high level analytics performed to deliver value adds to clients • Channel Analytics – Customer interaction measurement / management: Focus on reducing cost to serve and customer efforto Optimizing the process and business rules associated with the channel with a holistic view of various function which are associated in delivering end service to the customer – either directly or indirectly o Feedback to clients on process flows, insights on various contacts points within the organisation as well as product / process changes• Supporting e strategy – Web analytics , Social Media analysis, Forum management, Self help / assisted channels• Lead a 6 FTE billable project on Customer insights – revenue generating centre• Quantifiable benefits delivered to the clients• Drive and Mentor Green Belt Projects (Six Sigma and LEAN)• Client Engagement: Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients Show less

  • AM - Customer Insights & Analytics

    Oct 2012 - Dec 2012

  • Customer Insights & Analytics

    May 2012 - Oct 2012

  • Internal Management Trainee, Process Leader

    Jun 2010 - Aug 2012

  • Process Leader

    Apr 2009 - Jun 2010

  • Team Executive

    Sept 2007 - Apr 2009
• 

  Sutherland Global Services

  Feb 2013 - Apr 2014

  Manager, Customer Management Analytics

  • Operational Analytics, Speech & Text , • Channel Analytics – Customer interaction measurement / management: Focus on reducing cost to serve and customer effort• Statistical Analysis – Use of Statistical tools for root cause analysis and predictive analysis• Client Engagement - Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients• Web Analytics & Social Media Analytics – Web Analytics engagements and optimization (SEO, ROI etc.) Provide Social Media Analytics and develop a Social Media Management Strategy Show less

• 

  Capita India

  Apr 2014 - Jun 2018

  • Lead 10FTE Billable project on Customer Insights & Analytics for a leading UK Telecom Project• Lead a 30FTE Billable Unit of BPMI catering to various industries viz. Retail, Telecom, Utilities, Logistics • Business Development Support – Support the BD team with various projects• Digital Channel Design & Management – Support Ops Team & Clients in developing & managing their digital strategy• Client Engagement: Work with the Client team for analysis and implementation of solutions, Direct Interaction with Senior Management internally and with Clients Show less

  • Senior Manager Analytics

    Sept 2017 - Jun 2018

  • Manager - Analytics

    Apr 2014 - Sept 2017
• 

  Amazon

  Jul 2018 - Mar 2024

  Senior Program Manager

  Consolidated the Business Analyst Org to create a centralised BA team starting Sept’2019 within SPS org.Leads a 15 member BA team responsible for Selling Partner Support data across >100 metrics in 22 Amazon stores. Created & managed a unified intake mechanism for WW Business Analyst team in 2019 and evolved it through the next 4 years to optimise BA resources. Identified redundant processes and manual work of ~8 FTEs BA effort through the learnings from the Intake mechanism. ~1800 ad-hoc data requests handled annually by this team.Transitioned ~70 dashboards from Excel based reporting to Quicksight with the help of 5 BAs in the team (A mixture of Metric Jobs, Macro based calculation templates, ETLs and static plan tables) Saving a BA effort of ~5 FTE from 2021 through 2023. Show less

• 

  Avalara

  Apr 2024 - now

  Senior Manager Ops Excellence Go Live