CHARLES RAJAKUMARAN
Business Analyst
Bayan Baru,Penang
Summary
Prudent Business Intelligence Analyst with 3 years providing employers with valuable and actionable data to drive profit growth. Practiced at filtering information to find and highlight vital metrics and revelatory findings. Keen support business growth by leveraging intelligence assets to predict and reveal optimal business strategies.
Overview
2
2
years of professional experience
13
13
years of post-secondary education
3
3
Languages
Work History
BUSINESS INTELLIGENCE ANALYST
TELEPERFORMANCE MALAYSIA
11.2022 - Current
- Created an automated data pipeline that reduced data processing time by at least half of the time, allowing for faster analysis and decision-making
- Communicate with internal colleagues to understand the needs of departments and the organization
- Work with external stakeholders to understand and investigate feedback into the service/function/product provided
- Use data modeling practices to analyze the findings and create suggestions for strategic and operational improvements and changes
- Communicate the benefits of the recommendations across departments and help to address any uncertainty and concern
- Produce written documentation to support the work and report the findings to present to client when necessary
- Support the staff and teams in making the recommended changes, including helping to resolve any issues
- Ensure plans are made and processes are created to evaluate the impact of the changes made, including taking responsibility for overseeing and reporting on this evaluation.
REAL TIME ANALYST
TELEPEFORMANCE MALAYSIA
11.2021 - 11.2022
- Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
- Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations
- Follow appropriate procedures
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment
- Recommend procedural and operational guideline changes to improve communications and operational efficiency
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as the company's financial goals are met
- Making necessary adjustments to workforce management software to appropriately track the productivity of the productions.
Education
BACHELOR OF ARTS IN ACCOUNTING AND FINANCE -
Honors: Graduated with High Honors
High School Diploma -
04.2001 - 04.2014
Honors: President of Student Council's Board
Skills
Problem-Solving Skills: Break down issues, identify potential solutions, and make recommendationsData Analysis: Proficiency in data analysis tools and techniques, such as Excel, SQL, and data visualization tools like Tableau, is essential for gathering and interpreting dataCritical Thinking: Able to evaluate information critically and assess its relevance to the organization's goals and objectives
Data Visualization
Data Analysis
KPI Tracking
Data Quality Management
Trend Monitoring
Database Management
KPI Monitoring
Information Flow
Trend Analysis
Advanced Excel
Accomplishments
- Achieved Best Business Analyst by introducing KPI Measuring for employees in productions.
Timeline
BUSINESS INTELLIGENCE ANALYST - TELEPERFORMANCE MALAYSIA
11.2022 - Current
REAL TIME ANALYST - TELEPEFORMANCE MALAYSIA
11.2021 - 11.2022
Segi College - High School Diploma,
04.2001 - 04.2014
UNIVERSITY OF GREENWICH - BACHELOR OF ARTS IN ACCOUNTING AND FINANCE,