Tabish Shamim
Data Analyst | Skilled in SQL, Power BI, Python & Excel | Learning PySpark & Databricks | Immediate Joiner
- Role
- Analyst at HCLTech
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Tabish Shamim
An Analyst passionate about uncovering insights that drive smarter business decisions…
Experience
Analyst
Oct 2022 — Present · Lucknow, IN
As a Business Analyst at HCL Technologies, I work at the intersection of operations, analytics, and automation to deliver actionable insights that drive performance, improve SLA adherence, and elevate customer satisfaction. I collaborate with cross-functional teams to build scalable reporting tools, perform deep-dive analyses, and implement data-driven strategies across service operations. Key Responsibilities: Automated Top Call Drivers (TCD) & SLA deviation dashboards using Excel (Pivot Tables), improving response time to anomalies by 40%. Performed root cause analysis on 100+ daily incident tickets via SQL, Excel, and ServiceNow — reducing invalid escalations by 35%. Detected 20% spikes in call volume trends using Python (Pandas)+ Excel, supporting proactive staffing during outages. Audited 150+ monthly support cases, leading to a 18% increase in First Call Resolution (FCR) and a 12% drop in negative CSATs. Generated and presented hourly/daily SLA dip reports to management using Excel, SQL, and stakeholder collaboration.Documented 100+ troubleshooting workflows in Confluence and SharePoint, improving accessibility of solutions and reducing average agent query resolution time. Created Power BI dashboards integrating CSAT and agent KPIs, boosting CSAT from 87% to 92% in just 3 months.🧰 Tools & Technologies:🟦 SQL | Python (Pandas)| Power BI | Excel (Advanced, Pivto Tables)| Tableau | ServiceNow | Confluence | SharePoint🧠 Core Skills: Business Intelligence | Reporting Automation | ⏱ SLA Monitoring | Root Cause Analysis Data Visualization | Documentation | 🤝 Stakeholder Collaboration | 🧾 Performance Auditing
Education
IMRT Business School
Bachelor of Business Administration - BBA
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