Shivam Nag

Experience

• 

  Startek India

  Jul 2013 - Feb 2014

  Team Leader

   Managing KPI’s of the process (Service Level, Answer Level, Abandoned % Shrinkage, Attrition, Attendance, Login Hrs, AHT, Quality, Documentation, Escalations & up selling/cross selling). Achieving Targets given by clients on up selling & cross selling. Daily Auditing 5 calls and sharing feedback with agents. Taking Escalation called on floor as a floor supervisor. Login Hrs of 8 Hrs has to deliver on monthly basis. Sending Hygienic checklist report to the reporting manager on daily basis. Sending Escalation calls to the respective CCO’s on daily basis. Replying to the mail’s of LSP & CCO’s on daily basis without fail. Coordinate with field team regarding escalations, sales & after sale service. Show less

• 

  Concentrix

  Apr 2014 - Jan 2016

  Senior Reporting Analyst

   Supervise all client issues and coordinate with managers and supervisors and facilitate in deliverable. Provides Trend analysis on process Performance to higher managements Processing Variable Pay (monthly incentives, NSA & TA) for more than 35 accounts to finance team & Payroll team. Creating Performance Dashboards for Ops to showcases daily/weekly/monthly/quarterly/half-yearly & yearly performance. Preparing WBR/MBR/QBR for the process as per clients target just to ensure we achieve targets set by clients. Sharing daily/weekly& monthly historical performance report to ops. Working in Agent Scheduling & Volume forecasting based on their arrival pattern. Sharing Daily Absenteeism & Attrition report for 1500 employees on daily bases to all line managers for their action as required. Sharing invoices to client and perform all timely assessment for all payment issues Sharing revenue accrual’s & Monitoring Billing Leakage / System Downtime inputs to management just to ensure revenue is not affected due to such issues. Creating/Automating Dashboards & excel reports/templates using Marcos as per process requirement. Sharing SPOC ratio input for all department (OPS, Training, Quality, WFM and Compliance) as per global benchmark just to ensure no extra support is utilized, as its addition cost to organization & helps in increasing revenue. Show less

• 

  Dell Technologies

  Jan 2016 - Apr 2022

  Business Advisor

  TECHNICAL KNOWLEGDE  MS- Office (MS-Excel, MS-Access, MS- Word, MS-Paint, MS-PowerPoint & VBA). Data base tools MS -Access, SFDC & SQL BI/Automation tools Tableau, Power BI, SFDC & Avaya. Intermediate Knowledge of SQL  Microsoft Certified in Power BI Tableau Desktop Specialist

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  KPMG

  Apr 2022 - now

  • Manager

    Mar 2024 - now

  • Assistant Manager

    Apr 2022 - Mar 2024