Manish Chandaliya

Managed employee operational data (productivity, attendance, breaks, night hours, utilization) for daily reporting., Analyzed shift, night-hour, and performance-linked data used for incentive eligibility., Developed and maintained dashboards in Power BI for operational visibility., Developed data models using Advanced Excel (Pivot Tables, INDEX/MATCH etc.) to perform deep-dive variance and trend analysis for senior management., Responded to Ops/WFM requests with targeted reports on adherence, availability, and exceptions., Streamlined reporting workflows through automation in Excel, Power Query, and Macros., Documented KPI formulas and data structures for consistent reporting.

Managed employee operational data (productivity, attendance, breaks, night hours, utilization) for daily reporting.
Analyzed shift, night-hour, and performance-linked data used for incentive eligibility.
Developed and maintained dashboards in Power BI for operational visibility.
Developed data models using Advanced Excel (Pivot Tables, INDEX/MATCH etc.) to perform deep-dive variance and trend analysis for senior management.
Responded to Ops/WFM requests with targeted reports on adherence, availability, and exceptions.
Streamlined reporting workflows through automation in Excel, Power Query, and Macros.
Documented KPI formulas and data structures for consistent reporting.
Used Verint for forecasting, scheduling, staffing alignment, and monitoring agent adherence, shrinkage, and service-level impact.
Leveraged Genesys Cloud to pull real-time and historical interaction data (call volumes, AHT, queue performance) used for forecasting accuracy, capacity planning, and SLA tracking.
Analyzed operational data in Excel to track productivity trends, resource allocation, attendance patterns, and key WFM KPIs.
Built and maintained Power BI dashboards to visualize staffing health, queue performance, schedule efficiency, and forecast vs. actual trends for leadership.
Collaborated with Ops to adjust intra-day staffing based on call spikes, under-staffing, or unexpected shrinkage events.
Automated repetitive WFM reports (adherence summaries, interval-wise performance, staffing variance files) using simple RPA tools, Power Query, and Excel, reducing manual workload.
Conducted quality audits to ensure compliance with operational and client standards.
Streamlined reporting processes, reducing manual effort and improving turnaround time.
Proposed and implemented Kaizen initiatives to enhance workflow efficiency and accuracy.
Created standardized templates and documentation to maintain consistent reporting quality.
Managed end-to-end processing of premium and claim checks with strict adherence to compliance and audit standards.
Performed data validation and reconciliation to ensure accuracy across financial documents and policy records.
Collaborated with US teams to resolve discrepancies, improving processing accuracy and turnaround times.
Maintained and updated SOPs, supporting consistent execution and team training.
Identified process gaps and contributed to quality improvement initiatives.
Processed and indexed client/policy documents in Gallagher’s digital DMS with high accuracy and compliance.
Ensured data security and regulatory adherence through strict quality controls.
Managed queue-based workflows, meeting SLAs and handling escalations efficiently.
Resolved metadata discrepancies in coordination with global teams to maintain data integrity.
Proposed and implemented Kaizen ideas to streamline processes and reduce turnaround time.
Supported documentation updates to standardize training and operational consistency.

Used Verint for forecasting, scheduling, staffing alignment, and monitoring agent adherence, shrinkage, and service-level impact., Leveraged Genesys Cloud to pull real-time and historical interaction data (call volumes, AHT, queue performance) used for forecasting accuracy, capacity planning, and SLA tracking.

Conducted quality audits to ensure compliance with operational and client standards., Streamlined reporting processes, reducing manual effort and improving turnaround time., Proposed and implemented Kaizen initiatives to enhance workflow efficiency and accuracy., Created standardized templates and documentation to maintain consistent reporting quality.

Managed end-to-end processing of premium and claim checks with strict adherence to compliance and audit standards., Performed data validation and reconciliation to ensure accuracy across financial documents and policy records., Collaborated with US teams to resolve discrepancies, improving processing accuracy and turnaround times., Maintained and updated SOPs, supporting consistent execution and team training., Identified process gaps and contributed to quality improvement initiatives.

Processed and indexed client/policy documents in Gallagher’s digital DMS with high accuracy and compliance., Ensured data security and regulatory adherence through strict quality controls., Managed queue-based workflows, meeting SLAs and handling escalations efficiently., Resolved metadata discrepancies in coordination with global teams to maintain data integrity., Proposed and implemented Kaizen ideas to streamline processes and reduce turnaround time., Supported documentation updates to standardize training and operational consistency.