Abirami Thesayi

About Abirami Thesayi

Lean Six Sigma certified, customer and employee-centric management professional with over 20 years of demonstrated experience in Customer Service, Contact Center Operations and Call Center Work Force Management, along with a wide array of proven skill set including Vendor Management, Program Management, Project Management, Process Improvement and Management, Business System Analysis, Business Intelligence Analytics, Data Visualization, Productivity Improvement and Management, end to end B2B Customer Service Delivery and Order management, and Call Center Workforce Management skills including Forecasting, Scheduling, Staffing, BIA & Reporting, ROI, P&L and Cost Analysis, Training, Documentation and Presentation. Also remained SME of Metrics, Reports, CRM and products related to supporting channels - phone, email, chat, online ticketing system.Tools:Data visualization - PowerBI, Tableau, Data Prep - Alteryx,MS Office suite - Excel, Word, PowerPoint, Outlook, Sharepoint, SQL and MS Access, BI - SAP Hana, Business Objects, WebI, DWH-Cube, Project management S/W - Primevera by Oracle, work flow system - STORMS and iScheduler by Oracle,WFM S/W such as eWFM, Portage, Verint -Blue Pumpkin and Impact 360, Telco Software such as Lucent-Avaya CMS, Cisco CRS, EZRoute by Qwest – a hosted IVR solution, LiveOps, Interactive Intelligence, Chat S/W solution – LivePerson (Timpani) and Bomgar. ERP Solution - BAAN and EDI, Financial system - Adaptive, Payroll systems - Timetrex, ADP and WorkDay, CRM and Ticketing systems.Awards/Certifications:· Speaker / presenter at NECCF - on Metrics That Influence Decision Makers - March 2011· Implementing Lean Six Sigma in Call Centers (Yellow Belt)- trained and certified by COPC,· BPI Yellow Belt - trained by Dell, India Specialties:• Performance Improvement and Management • Call center Work Force Management • Vendor Management• Global team leadership • Project Management• Change management• ROI, P&L and Cost Analysis

Experience

1. Lead Business Strategist

   National Grid

   Jun 2025 — Present

   As a member of the NE Digital Plan Portfolio team under the NE Electric Asset Management & Engineering at NationalGrid, I collaborate with stakeholders across multiple functional groups and partner with IT- Digital teams, to develop solutions that align with AM & E’s strategic goals and objectives.

Education

• Bharathiar University

  Bachelor of Engineering - BE, Electrical and Electronics Engineering

• Institute of Road and Transport Technology

  Bachelor's degree, Electrical and Electronics Engineering

  1998 — 2002

• Bharathiar University

  B.E, Electrical and Electronics Engineering

  1998 — 2002

Skills

• Project Management
• Workforce Management
• Business Intelligence
• Forecasting
• Continuous Improvement
• Quality Management
• Customer Relations
• Cost Reduction
• Outsourcing
• Service Delivery
• Analysis
• Capacity Planning
• Business Analysis
• Mentoring
• Call Center
• Metrics
• Coaching
• Account Management
• Change Management
• Six Sigma
• Team Building
• Management
• Process Mapping
• Team Management
• Quality Assurance
• Bpo
• Process Development
• Process Improvement
• Powerpoint
• Process Management
• Vendor Management
• Vendor Relations
• Program Management
• Cross-Functional Team Leadership
• Team Leadership
• People Management
• Strategy
• Call Centers
• Performance Management
• Customer Service