PM
Pradeep Munipally
Contact details — on requestProof of Work — on request
Experience
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Lead Data Analyst
ENTAIN INDIA (formerly Ivy Comptech) · Feb 2022 – Present
- Lead data analytics, business intelligence and reporting initiatives supporting operational and management decision-making across multiple channels.
- Developed the Operational Performance Dashboard (OPD) using SQL, Power BI and DAX, consolidating approximately 71 business and operational KPIs across Chat, Email, Voice, Social, First Time Resolution, Customer Satisfaction, CPA/CPU and Chatbot/Journey analytics.
- Own 25 interactive Power BI dashboards and 45 operational reports consumed by 100+ business stakeholders across operational and management functions.
- Automated significant portions of recurring Excel dashboard and PowerPoint reporting, eliminating approximately 6 working days of manual monthly preparation (about 4 days for PowerPoint and 2+ days for Excel) and reducing the effort associated with quarterly/half-year reporting that previously required approximately 4-5 days.
- Designed and developed a Chatbot Analytics Dashboard covering key Chat and Journey performance measures, including Deflection Rate, Completion Rate, Drop Rate, Transfer Rate, CSAT, Feedback, Journey Success and Journey Drop metrics.
- Translate chatbot and customer-interaction data into business-ready KPIs and interactive Power BI visualizations to monitor customer journeys, transfers, drops, completion and satisfaction.
- Used basic Python scripting and Pandas for data preparation, validation, duplicate checks and reconciliation to support recurring reports and dashboards.
- Automated recurring data extraction, transformation and reporting activities by combining SQL queries with Python-based data processing workflows.
- Developed and optimized complex SQL queries in Snowflake, leveraging temporary views and automated Tasks to support efficient data processing and reliable Power BI reporting.
- Develop DAX measures and business logic to support complex operational KPIs and analytical reporting requirements.
- Perform data validation, reconciliation and root-cause analysis to identify reporting discrepancies and improve data quality.
- Work with 100+ dashboard/report consumers and business stakeholders to gather requirements, define KPI logic and deliver scalable dashboards, reports and analytical solutions.
- Work across operational metrics including offered volume, new/reopen interactions, assignment performance, answer performance, abandonment, AHT, UHT, handlings, SLA performance, MET and breach metrics.
- Lead and mentor the Hyderabad Data Analyst team, providing direction on reporting, analytics, dashboard development, data validation and delivery priorities.
- Played a key role in establishing and scaling the Hyderabad Data Analyst team, participating in interviews and candidate evaluation for 6 analyst positions and helping build team capability for expanding analytics and reporting requirements.
- Drive reporting standardization, automation and continuous improvement while partnering with stakeholders and management on business-critical reporting initiatives.
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Specialist Business Analyst
HINDUJA GLOBAL SOLUTIONS (HGS) · Feb 2017 – Jan 2022
- Career Progression at HGS: Analyst (2017-2019) -> Senior Analyst (2019-2021) -> Specialist (2021-Jan 2022)
- Developed comprehensive reports and dashboards using Advanced Excel and QlikView to support business and operational decision-making.
- Performed analysis on large datasets and provided actionable insights to production and management teams.
- Tracked SLA performance across projects and locations and shared weekly and monthly performance updates with stakeholders.
- Prepared monthly invoices based on FTEs and contingency rates for client billing and transfer pricing.
- Performed root-cause analysis to identify operational issues and provided recommendations for resolution.
- Used basic Python concepts and scripts for data cleaning, file handling and preparation of reporting datasets.
- Supported reporting automation by extracting data with SQL, transforming datasets and preparing Excel/CSV outputs for recurring dashboards and reports.
- Used Oracle SQL and Advanced Query Tool (AQT) to extract and analyze data based on business requirements.
- Identified opportunities for automation and automated several daily, weekly and monthly dashboards and reports.
- Gathered and analyzed client requirements and delivered analytical solutions aligned with business needs.
- Prepared forecasting and KPI reports to provide clients with improved visibility into operational performance.
- Developed and maintained Project Summary, Quality Trend Analysis, Billing Hour Projections, FTE Allocation and AR reports.
- Prepared and maintained Shrinkage and Attrition reports; analyzed volume trends and supported Capacity Planning with planner recommendations.
- Performed volume forecasting using historical trends and seasonal patterns.
- Led weekly staffing review discussions covering current and historical performance and incorporated management inputs into forecasting and planning.
- Interacted directly with clients and stakeholders to understand requirements, provide updates and ensure project satisfaction.
- Progressed through three roles based on increasing responsibility across analytics, reporting, stakeholder management and operational support.
- Built foundational expertise in SQL, Advanced Excel, dashboards, reporting automation, KPI analysis, forecasting and business analytics.
Skills 0 proven through work
Also works with
Self-Directed LearningTeamworkEffective CommunicationData CollectionStrategic ThinkingETL Pipeline DevelopmentTeam CommunicationClaim CalculationData EngineeringData Mart DevelopmentData ExtractionDatabase ManagementGoal setting (defining key results)Rapid LearningQuery WritingZendesk UsageSix Sigma MethodologyR ProgrammingOn-time DeliveryAd-hoc Task ManagementReport SchedulingBusiness AcumenTechnical Skill DevelopmentSector Knowledge DevelopmentOperational Performance TrackingMarket Trend AnalysisTime Series Trend AnalysisProcess ImprovementProviding FeedbackStakeholder Communication AdaptationRoot Cause AnalysisFinancial Report PreparationPerformance Metrics AnalysisForecastingCash Flow AnalysisMedical Billing OperationsHealthcare AnalyticsData-Driven RecommendationsLarge Dataset HandlingDashboard UI DesignDashboard PublishingData VisualizationPower BISnowflakeMicrosoft PowerPointMicrosoft ExcelTask AutomationData LoadingCron Job SchedulingWorkflow CoordinationMedallion Architecture DesignData TransformationFeature & Setting Configurationpandas UsageData ModelingSoftware Quality AssuranceProblem SolvingKPI AnalysisData MigrationRequirements AnalysisRapid Technology OnboardingProject Status CommunicationAnalytical Report CreationSQL ProgrammingDatabase IntegrationAPI IntegrationData Structures and AlgorithmsBusiness IntelligenceData Science
Proof of Work
Proof of Work
Pradeep shares this with people who ask. You'll hear back either way.
Education
B.Com, Computer Applications
Bhavan's Vivekananda College, Hyderabad · 2012 — 2015
Certification Course, Data Analytics with R
Edurekha · 2021 — 2021
Contact details
Contact details
Pradeep shares this with people who ask. You'll hear back either way.
What drives their work
The Architect
Designs and constructs the foundational data systems that empower business decisions.
Pradeep's superpower
You excel at transforming complex, scattered data into structured, reliable, and actionable reporting systems.
How Pradeep works
You would excel in teams focused on building and maintaining robust data infrastructure and delivering actionable insights.
Ask about this candidate
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