1. J U N A I D M A L I K
A1/402, MARBLE ARCH • LODHA COMPLEX • LODHA ROAD
MIRA ROAD (E) • MUMBAI – 401107
PHONE NO: 9819973695 : E-MAIL: noble_dhump@yahoo.com
PERSONAL DETAIL
Date of Birth : 09.03.1978
SKILL SETS
• Strong Business Objects and WEBI
• Strong freehand SQL scripting knowledge on Business Objects.
• Strong MS Access and SQL
• Strong MS Excel skills
• Strong Analytic skills
• Strong Problem Solving skills
• VBA Macros skills
PROFESSIONAL EXPERIENCE
Working for Tech Mahindra Business Services Ltd (was 3 Global
services before Tech Mahindra Acquired) since September 2006 till
date as an Operational Analyst
Accountabilities/Responsibilities :
• Handles work independently and accurately
• Forecasting of calls, sms and service suspension
• Manage large and complex data sets On SQL and Business Objects
• Create meaningful managerial reports from various sources
• Manage multiple priorities and deliver timely results
• Acquire, analyze and access the integrity and consistency of data
• Keep oneself updated on all regulatory/product/technical changes
• Provide feedback to relevant department on issues resulting in
improvement.
• Highlight systemic issue if any with the relevant area
• Assist on projects as required, providing technical input and
business perspective

2. KEY RESULT AREAS:
Business Intelligence:
• On-time and accurate redress of issues relating to product
• Analysis of customer life cycle in telecom industry by analyzing
customer touch points which are contact centre.
• Analysis of complaint, repeat and transfer calls and provide
suggestion to the change management team for change in process
• Various reports on Customer Satisfaction, identifying the
detractors from the department to improve the CSAT. Reporting
on Net Promoter Score.
• Analysis of customer pain areas and drivers for complaints.
• Customer impact analysis of various policies and business
decisions.
• Recommending changes to current methodology on customer
management.
• Post implementation review analysis
• Business and System Analysis
• Root cause analysis for contact centre performance.
• Campaign response analysis for Lead Generation and Process
Change.
• Analyzing impacts of future process/policy changes and their
impact on contact centre and calculation of FTE requirements to
maintain service level and AHT.
• Presenting this analysis to the managers and get actions to
minimize impacts.
• Assist the Vice President in high level analysis of centre
performance.
• Creating business presentations for the board.
• Contact centre performance reporting and reports on efficiencies.
• Daily weekly and monthly dashboards for management and for
FTEs to keep a track of their performance.
• Using Business Objects, SQL and Hyperion to extract data.
• Using MS Excel, Pivots and MS PowerPoint to create and present
reports.
• Create and design new templates for new reports based on
operational requirements.
• Automation of reports to make them easier to update and present
to operations.
• Periodic auditing of all reports to ensure that reports are accurate.
• Catering to the top operational management for all reporting needs
• Liaison with various operations departments
• Testing of various performance dashboard and providing feedback
on improvement

3. • Reporting of Revenue generation
• Problem solving and decision making
• Customer focus, ability to communicate at all levels
• Excellent product knowledge
Operational Excellence:
• Identify process improvement opportunities
• Establish and manage projects / initiatives to deliver improvement
opportunities
• Provide expert technical referral support to the team
• Conduct needs assessment for the team, based on various audits
• Ensure accurate and timely reporting
• Assisting the team in handling complex enquiries
• Understand the different areas of operations within the company
and propagate the company values
• Ensure compliance with quality initiatives
• Keep abreast of organizational, industry and market information.
• Effective liaison with various departments to gain support and
resolve issues
• Identify, facilitate and implement process improvement ideas to
improve efficiency
• Preparing and analyze reports
• Ensure accurate and timely reporting to all stakeholders
• Proactively identify problems and present solutions
• Monitoring and reconciliation of data.
Worked with Seva Sonography Centre Ujjain from Apr 1998 till Jan
2005.
Accountabilities/Responsibilities :
• Making Reports for the patients for Sonography, X-Ray and
Pathology.
• Performing Lithotripsy (Laser Kidney stone crasher) on patients.
• As a Marketing executive meeting doctors to send cases to our
Diagnostic Centre.
• Managing the office taking care as an office administrator.
• Handling Accounts.
Worked with Surya Industries from 1996 till 1998
Accountabilities/Responsibilities :
• Handling a team of about 20 people as a supervisor.
• Managing company’s account

4. • Travelling across the India for purchasing raw material and
marking goods.
EDUCATION
March 1996, HSC, MP Board, Ujjain
March 1994, SSC, MP Board, Ujjain
ADDITIONAL QUALIFICATION
Diploma in Computer Applications from Andhra Pradesh Computers
Academy Ujjain
Diploma in C & C++ from NIPS Ujjain.
Diploma in AutoCAD from ZED Career Academy Ujjain.
Diploma in Tally 5.4.
Certificate course in MS SQL from Computer Station Inc Mumbai
LANGUAGES KNOWN
English, Hindi, Urdu