Krishnan Moni

Business Analyst @TD

CA

Perform analysis and share insights with executives and partners on Webex usage, call answer rates and appointments to support building strategies and drive business decisions• Identify current internal process limitations, and opportunities to enhance Customer and Branch Support IVR by designing swim lane and process flow diagrams using MS Visio outlining enhancements• Detect limitations and propose enhancements for Own the Phone Tableau dashboard and clarify queries from users to provide better insights, coaching opportunities and encourage dashboard usage• Deploy telephony devices to branches, and develop user guides to educate colleagues on features of telephony devices and usage of collaboration tools for enhanced user experience• Maintain playbook, SOP, and process flow diagrams for BAU operations to assist new team members familiarize with team initiatives, roles, and responsibilities effectively• Initiate projects and schedule meetings with partners to discuss requirements, and send meeting minutes highlighting key takeaways, next steps, and action items• Review weekly list of new initiatives and provide assessment on engagement required from the team • Manage team generic mailbox by actioning user queries, collaborating with partners, ensuring 100% SLA• Create scripts for stat holidays to play in the Customer IVR, and collaborate with voice talents for recordings• Gather functional and non-functional requirements and build BRD to share with working group

International School Suva

International Baccalaureate Diploma

Vellore Institute of Technology

B.TECH

Strathclyde Business School

Master's degree