Jeevarathinam Muthu
Summary
Dynamic and results-driven professional with a passion for innovation and a strong commitment to overcoming challenges. Demonstrates exceptional organizational skills and thrives under pressure, utilizing effective problem-solving techniques to achieve optimal outcomes. Recognized for fostering collaborative relationships and leveraging available resources to enhance productivity. Proactive self-learner, continuously adapting to emerging trends in robotics, artificial intelligence, analytics, and data science, while maintaining a focus on delivering projects efficiently and cost-effectively.
Overview
24
24
years of professional experience
Work History
Command Center Manager
Capgemini
08.2020 - Current
- Supported BPO Operations Manila from the Project transition Stage and Reporting & Analytics Implementations.
- Implemented Power BI reporting for Daily Agent Performance, Agent monthly Scorecard, Daily Volume Insights and Operational KPI Trend analysis.
- Provided business insights and analysis as required by monitoring KPI daily.
- Participate in client meetings to Provide data insights.
- Performed Volume baseline to identify Volume Forecasting.
- Provided support on identifying system-based data gaps which impacted KPI Metrics.
- CO-Ordinated with respective Dev Team for SNOW or Twilio and fix such data gap issues to gain accuracy.
- Implemented Other Reporting aspect on Power BI with Historic data to have a better Trend visualized discussion.
- Implemented Quality Dashboard in Power BI for the QA Team to handle their review with Operations on a recurring basis.
- Integrated data from multiple sources and done ETL process for the Power BI Dashboard.
- Provided Trainings in excel for Operations Leads to hep their day-to-day activities related requirements.
- Initiated and implemented Process Improvement related Automations.
- Supported BPO Operations Manila from the Project transition Stage and Reporting & Analytics Implementations.
Data Geek (Manager)
TaskUs
05.2019 - 09.2019
- I have done automation using MAC OS by creating a chrome extension (Web Macro) to extract the Interval data.
- Automated using Excel macro on a production website to save as offline HTML file then windows scheduler run in every 30min automatically.
- On this approach excel file will automatically open start of the day for business to gather required information and consolidate with current data on google sheet and closed by itself by end of the day.
- The Google Sheets data is directly connected to Power BI for real time data.
- Most of the line of business had Zendesk (cloud data) but with different access level (some Zendesk had Zendesk Analytics provisioning, and some don’t).
- All the Zendesk with Zendesk Analytics, custom reports were created with required KPI for business.
- Existing process is to select individual agent view and their Metrics data will be manually typed in excel file.
- Involved on JIFFY – RPA (for HIPAA compliance) on a Health Care account to Support the Operations for Efficiency.
- Have done automation with direct connection of the Google sheets to Power BI for a real time update of the data.
- Automated Google sheets with Google App Scripts and with event triggers.
Global Service Management – Global Financial Services
Willis Towers Watson
02.2018 - 03.2019
- Supported Global Finance Services Process Improvement and Reporting for both CTC and PTP.
- Provided Reporting Improvements to help Operations to deliver financial requirements on time.
- Have completed 25 Process improvement projects with efficiency gain of 250.1 Hours per Month for the Year 2018.
- Supported Financial Operations with ADHOC reporting requirement from Oracle.
- Improvised the reporting method and gathering data from Oracle using SQL Developer to run SQL Queries.
- Co – Ordinates with the Database administrators on any ADHOC requirement to generate the SQL Query and help operations to gather data from Oracle Cloud.
- Have completed automation with Direct Query Method from Oracle to excel.
- Proposed a Productivity Tool Project which will integrate Key Productivity Metrics like Attendance, Volume Handled, Handle Time, Idle Time, Login and Logout Time for various Team and all Team data Rolled up to Manger level with different slice and dice for any Period.
- Also, it can measure the productivity performance trend of each employee to give the visibility for coaching and training for the supervisors.
- Implementing Power BI reporting for Management and Team level as well.
- Creating SOP for existing Team reporting and gathering SLA documents from Operation to create a central repository.
- Created a reporting method using SQL developer for Monthly AP Invoices which was taken 3 days to generate from Oracle R12 Java Platform.
- The Improvised method with the SQL Developer efficiently completes the report in 4 Hours than 3 working Days.
- Monthly Cash Operations report has been Automated by gathering data from 13 different sources.
Manager – Service Delivery
Sutherland Global Services
08.2017 - 02.2018
- Have designed a power BI Financial model report from the existing excel report.
- Have setup a SQL Server for that Power BI Report and connected that data as a direct query to the report.
- Also working as a Project Co-Coordinator for a Scorecard automation for the whole Organization.
- Initially the project was created with macro as a front end and MS-Access as backend with SQL Queries to derive KPI Metrics.
- Then it is being converted to a web-based platform for the user to have easy access.
- As a Project Co-Ordination, the daily routine is to explain logics to the Programmers to develop the web-based tool and does the data validation to get the accurate number for the KPI measures.
- Also meeting with different accounts in Operations and to provide demonstration about the Tool functionality and its efficiency.
- This tool cuts down most of the manual reports done by various departments inside the organization.
- Previous practice in Operations is to receive excel reports from various departments and creating another dashboard for their team with all required KPIs for their agents to do a coaching to improve the agent performance.
- Now with the implementation of this web-based portal its more efficient to do the coaching and this cuts down lot of manual work and helping operations with the KPI information of their agents.
- Also working with technology team for the successful implementation of the Tool for various accounts in the Organization.
- Also doing several reporting remodeling in Power BI for the Organization.
Process Improvement Specialist. Grade/Type: Manager
Arriva Medical Philippines Inc.
09.2016 - 01.2017
- As part of Process Improvement Team, my role and responsibilities were extensively involved on End-to-end process improvement for the whole Arriva Medical Organization.
- Have done value stream mapping from the sales to claims and Billing.
- Identified the process gaps and make the necessary recommendations to all the needed departments.
- I was doing the sales forecast with different forecasting models to have good forecasting accuracy.
- I worked closely with sales department directors on daily basis on the sales trends.
- Handled daily calls with dialer Team on all outbound campaign issues.
- I have designed an integrated global dashboard in Power BI for all departments within the organization for the weekly business reviews.
- I have also implemented a real time dashboard which helped to improve efficiency and to maintain the call Queue.
- I was working on various automations as a part of process improvement initiatives to gain efficiency.
- Conducted various reviews and Meetings on all escalations and implement new process with compliance and updated the Training materials with new process implementations.
- I was doing various call related analysis by running huge data using SQL Server 2008.
- I also do call listening and provide recommendations for client escalation calls.
- I have conducted trainings to operations team leaders on basic excel for their day to day data maintenance and other common admin tasks.
- I did design various reports by co-coordinating with developers for new campaigns.
- Arriva Medical is a number one award winning diabetes Supply Company for all states of United States.
Business Intelligence Manager - Reports
Harte-Hanks
01.2016 - 07.2016
- Managed a team of reports analyst and managed the resource allocation on weekly basis.
- Managed reports work load for each individual under my team as a Resource Planner.
- Coordinate with business analyst on the stake holder’s requirements.
- Ensure the report deliverable is on time and accurate manner.
- Taking one on one with the team, coaching and frequent feedback.
- Have done efficiency automation projects with Human Resource Team.
- Organized and conducted trainings for my team on SQL and Microsoft Power BI.
- I was involved closely with HR and Recruitment team on various projects on automation like efficiency on exit interview process etc.
- Involved with Operation and finance on the automation requirements and initiate the projects like cost and Budgeting.
- Have undergone six sigma training and IBM Watson analytics training in Texas.
- Overseen the regular reports on their accuracy and timeliness also on the business continuity process.
- Regular action plans to the challenges on the reporting function and identify the solutions through automations.
- Regularly reviewing the workflow on approval process and data governance with relates to the report deliverables.
- Worked on SCRUM methodology along with the business Analysts with GAP analysis on business change management process.
- Worked on different initiatives of B2B process requirements and handled escalations by taking ownership to provide resolution for the stake holders.
Operations Reporting & Metrics Management Manager
AIG
04.2013 - 10.2015
- Managed a Team of 15 People.
- The Team was doing reports by helping Operations to analyze the daily Service level like timeliness and Productivity.
- We are doing 133 reports per day covering all 5 working days.
- Developed a Tool for All Operation Excellence Team to report or update the Management as one Portal where in the Vice President and Country Director can see all the Ongoing Projects and the timeline of each Project.
- I also worked on various projects by exploring the opportunities to automate the Manual process to have Efficiency gains.
- Worked with Business Process Engineers on their six sigma projects to gain Efficiency for the Organization.
- Have done Verint Administration on back office related to IBM Cognos.
- Analyzing the data from Verint to Improve Productivity and to gain efficiency for Operations.
- Designing reports using IBM Cognos.
- Created database using on SQL Server to maintain all Operations related data.
- Done Verint data Quality check and raising the issues to the Core Team to fix all issues with the data.
- Answering Operations Queries related to the Verint data by checking the data on Verint Application Vs data from the Verint database.
- Point of contact to check the Verint Pre-Built report and Co-Ordinate with the DB Team to ensure the data accuracy on the reports.
- I was also part of the Verint Governance team to ensure the agents can access only the valid websites and blocking the invalid websites like YouTube etc., to increase the productivity.
- Supporting Operations on the data requirements and giving insights on the metrics and its impact.
- Created Front End using macro for operations to update all manual data inputs to one single MS Access database.
- Done Automation of reports to improve timeliness and efficiency.
- Created Data warehouse Tool for all manual data inputs from Operations to do the automation of reports.
- Data Warehouse Tool is cost saving tool by saving the MS Access installation licenses.
Business Analyst – Business Insights Group
Stream Global Services
12.2012 - 03.2013
- Created a project plan with all the information related to the availability of the data.
- Analyzed the complete set of data and as per the client requests and find feasible solutions to combine different data sets needed for the analysis.
- Proposed different analytical approach to the client and the statistician based on the project plan.
- Created presentations on the complete project and analysis which needs to be presented to the clients.
- Conducted different reviews with the Team on deriving methods to maintain the database, linking of different KPI metric related data all together to get a unique outcome to perform reliability, Process stability and correlation analysis.
- Based on the previous analysis output keep tracking method to continuously monitor the data legends and changes on the performance.
- Based on the statistical significance from the statistician I prepared data reporting or consolidation in different approach of the analysis models.
Senior Specialist OPS – Business Analysis Team
Sutherland Global Services
04.2011 - 04.2012
- Advised ATT Management a new business model for Improving the sales and revenue for the Process.
- The Project helped ATT to get the sales conversion data on real time basis.
- Worked with the software development team to push the data from different tools to derive the data in real time basis with Agent level till site level outcome for the Process.
- Had a next level module to sync the data to the client for them to know state wise sales and their own revenue along with vendor level data.
- Shown an extensive role apart from analysis and reports for process improvement by developing such tool and got appreciated by Client Service Vice President.
- Done analysis on Process performance of AT & T.
- Kept track on KPI Metrics and provided supportive information to Service Delivery Team for Process Performance.
- Done analysis on call pattern to identify the over or under staffing.
- Kept track of efficiency metrics for the process.
- Provided analysis to SD Team to improve seat utilization and productivity.
- Coordinated with SD Team on any KPI metric impact for business negotiations with proper justification analysis and improvement plans.
- Worked with Work force Management team to provide analysis on people metrics and productivity metrics for process improvement, Staffing and Scheduling.
- Delivered analysis for revenue negotiations with controllable and uncontrollable factors.
- Worked on a Real time Predictive model Dashboard Project which will help the process to Increase the up sell.
- The Real-time dashboard project was beneficial with identifiers from front line performance on a sales process.
- It has a built-in business intelligence module to Forecast the end of the day performance which helps to achieve business goals.
Assistant Manager Management Information System
Shree Group of Companies
04.2010 - 04.2011
- As an Assistant Manager I was providing my ability and skill with an extensive support to the employer as follows.
- HR Related activities of Employment pass, Work Permit and work pass related applications, renewals, insurance and security Bonds.
- Also maintained records and updates for local workers Central Provident fund, Medical save accounting and other legal polices on monthly basis.
- As a Supervisor of Biz-Safe and a member of Risk Management Process (A quantitative and qualitative Analysis on Safety Hazards and Risk Factors), I keep track of workers safety issues inside the shipyard and resolving issues and concerns related to it by meeting Shipyard contractors and safety Team Liaising with workers, Supervisors and safety Team for implementing Risk assessment to reduce the risk level on work place.
- I did the role for WSH Council Act of Singapore to improve the employer value on Business Safety Measures and to achieve the Biz Safe Standard Level 4.
- As a legal consultant I was negotiating and maintained timeliness of payments to the government policies and other employer related discussions with Ministry of Manpower Singapore, Land Transport Authority of Singapore and CPF Board Singapore.
- If there is any delay on payments or any legal actions taken by the government against the employer, I have done the scheduled meetings with respective government board and explaining facts to negotiate their appropriate actions by justifying the facts and reasons.
- As an administrator, I did payroll processing timely every month for around 75 workers.
- I have Maintained medical leave records, salary advance, allowance and other payroll deductions.
- I prepared client invoices by collecting the information from the shipyard portal and calculating the man-hours for billing.
- I maintained the database of Time in and Time out of the workers to verify the overall client billing and analyzing the profitability of the business and quotes and submitted the respective reports to the Director.
- As a Manager, I was extensively negotiating new business clients and maintaining existing business clients.
- I did the new tender quotations with legal procedures by understanding the current business trend and profitability.
- I prepared reports to the management based on Goods and service Tax, Financial summary by liaising with auditors and supported the taxation for the organization.
- I did business banking factoring, negotiation for any account disputes with banking, company taxation and profiling company for new business.
- Done a Cost cutting analysis based on the impact of late payment penalties to avoid and reduce it.
Functional Specialist Operations
Sutherland Global Services
12.2005 - 12.2009
- I was Responsible for various performance reports for programs and Analysis on metrics DELL, Haband.com, shop.com, Xerox and Netspend.com till November 07, McAfee, Amsted from November 07 till September 08, and EarthLink, Equifax, Deutsche Bank.
- I had taken care of Payroll system, Reports and Data management.
- Handling client calls regarding escalations on data discrepancies.
- Generated Reports based on program driven metrics to project top and bottom performers.
- Supported to prepare incentive plans according to the performance trend and budget by the business controllers.
- Supported the Service Delivery Team to drive the process out of impact by analysis and checking the process related impacts.
- Also keep tracking of the metrics about the process stability.
- Appreciated by the Service delivery team and our Operations Team for the analysis which helps on Identifying call Traffic, Production Impact and Revenue Impact.
- Based on the analysis and with the support of Work force Management team and Service delivery Team succeeded on concern areas.
- For my Dedication and experience I have been transferred to Cochin location to initiate our Operations Team by the Launch.
- Analyzed and present the data to the management in a defined manner.
- Maintained reports timeliness and accuracy at 100%.
- Prepared new kind of reports for internal and clients based new metrics defined by the client or Program managers.
- I was Responsible for doing Incentive calculation for more than 500 employees based on the parameters defined by the Program.
- Analyzed major revenue metrics which gives impact on the Program metrics.
- I was Responsible to deliver accurate data to the TL, TM and Program Managers.
- I was Responsible for reporting/metrics to the businesses.
- Analyzed and present the data to the management in a defined manner using chart and presentations.
Activation In charge, Back Office Operations
Rootes - Bharti Airtel
02.2004 - 12.2005
- Activation – I was Leading activation In-charge on activating new post paid mobile connections by the sales manager needs of more activation per day and maintained the Company Policy on activations even under sales pressures.
- CRM – Contacted the customers for their queries updated in CRM.
- Handled valuable customers made them satisfactory on our services.
Senior Video Editor and 3D Designer
JSN and SKN Network
08.2001 - 01.2004
- Editing – Have done video editing with various tools for Tele-serials and special entertainment programs with more creativity.
- Designing – I made special creative effects for creating commercial advertisements.
- Animation – Used 2D and 3D animation tools to create commercial and channel promotion logos.
- JSN and SKN Network- is the Entertainment TV Channels in Karaikudi. 24Hrs channel.
Education
Bachelor’s degree - computer science
01.2001
Skills
- MS Office
- Microsoft Power BI
- Verint Performance Management and Productivity
- NICE Performance Management
- Avaya CMS
- IBM Cognos 8 ADHOC Reporting
- SharePoint
- Lithium Social customer community
- SQL Server
- Minitab
- SQL Developer
- Oracle R12
- Zendesk
- Zendesk Analytics
- Google API Programming
- Power App
- Power Query
- Microsoft Flow
- Visual Basic Macro
- Data Management
- Data mining
- Data modeling
- Data source Integration concepts
- Data Governance
- Dashboards
- Data visualization
- People Management
- Project Management
- Performance management
- Process Improvement
- Six Sigma Green belt
- LEAN Methodology
- Analytics
- Workforce Management
- Efficiency gains
- Verbatim and CSAT Analysis
- Volume Trend Analysis
- NPS Analysis
- Robotics Automation concepts
- Real-time Reporting concepts
- Predictive analytics
- Coaching
- Training
- Automating Chrome browser
Accomplishments
- Capgemini best support, 2021
- Capgemini best support, 2022
- Recognition Award, 2023
- Professional of the Year, 2014, AIG
- Q1 2015 Award, 2015, For developing the Tool called IWB which gained more efficiency in simplifying the Manual Process.
- Identified 48 excess FTE, In collaboration with BPE team and operations.
- Verint reporting implementation, For AIGSS.
- Verint project implementation, On rounding up 600+ employees in Verint.
- Developed Sports fest registration Tool, 2016, With VBA which gained efficiency for the whole Organization of Harte-Hanks.
- Best Support, 2011, ATT Connectech
- Best Data Management, 2009, EarthLink
- Best Employee award, 2008, Centralized Operations
- Best Employee award, 2007, DELL
Timeline
Command Center Manager
Capgemini
08.2020 - Current
Data Geek (Manager)
TaskUs
05.2019 - 09.2019
Global Service Management – Global Financial Services
Willis Towers Watson
02.2018 - 03.2019
Manager – Service Delivery
Sutherland Global Services
08.2017 - 02.2018
Process Improvement Specialist. Grade/Type: Manager
Arriva Medical Philippines Inc.
09.2016 - 01.2017
Business Intelligence Manager - Reports
Harte-Hanks
01.2016 - 07.2016
Operations Reporting & Metrics Management Manager
AIG
04.2013 - 10.2015
Business Analyst – Business Insights Group
Stream Global Services
12.2012 - 03.2013
Senior Specialist OPS – Business Analysis Team
Sutherland Global Services
04.2011 - 04.2012
Assistant Manager Management Information System
Shree Group of Companies
04.2010 - 04.2011
Functional Specialist Operations
Sutherland Global Services
12.2005 - 12.2009
Activation In charge, Back Office Operations
Rootes - Bharti Airtel
02.2004 - 12.2005
Senior Video Editor and 3D Designer
JSN and SKN Network
08.2001 - 01.2004