Anurag Mishra
Consultant-Analyst | Customer Service Analytics
Mumbai
974 807 1298
mishra.anurag@live.in
SUMMARY
MBA from IIM Indore; 9 years of
work experience in datawarehouse
& machine learning in areas of
consulting, analysis & application
development in both India and
abroad.
DATA ANALYTICS
Regression, Linear & Logistic
Decision Trees, Random Forest
Neural Networks (FF, MLP)
ARIMA Time Series Forecasting
K-Means & Agg. Clustering
PCA & Factor Analysis MDS &
Conjoint Analysis
Datawarehouse, ROLAP, MOLAP
SKILLS
SAS Base, Advanced, E-Miner
Explore, Model, Assess & Score
Python for Data Science
Seaborn, Pandas, Scikit Learn
Tableau
Basic Charts & Dashboards
CERTIFICATIONS
Advanced Analytics for Business
Excellence, McCombs School of
Business, UT Austin, USA
SAS Certified Predictive Modeler
using SAS Enterprise Miner 13
SAS Certified Base Programmer
for SAS 9
PROFESSIONAL EXPERIENCE
Jun 2015 - Senior Business Analyst - Contact Center Analytics
Jun 2017 Continuum Managed Solutions, Mumbai
Predictive Model for Ticket Escalation: The aim of this task was to identify
open customer tickets that are likely to be escalated. A random forest
model was developed using SAS E-Miner to predict the propensity of
ticket escalation. The model was made operational as a web service
using Python & Scikit Learn.
Net Promoter Score Key Driver Analysis: The aim of this task was to
identify what drives the NPS score. The drivers here are various
products and services that Continuum offers. A random forest model
was created using SAS E-Miner to extract most important variables as
NPS drivers.
Competitive bench-marking using Perpetual Maps: The project was
undertaken to map Continuum's position against competitors in a
highly competitive market segment. The analysis was done in SAS
STAT using multi-dimensional scaling algorithm.
Engage with the VPs of Strategy, Operations & Customer Success.
Partner with product teams to device & capture customer surveys.
Develop, validate and score models on large data sets.
Present and recommend new data driven initiatives.
Devise rules for contact centre metric such as RFC, AHT.
Document requirements and acquire approvals.
Single point of contact for all analytics driven initiatives.
Dec 2014 - Senior Business Analyst - Demand Forecasting
May 2015 Exponentia Data Labs, Mumbai
Spare Parts Demand Forecasting: This project was for an offshore
drilling services provider. To meet the demand variability of fast
moving spare parts for MRO operations, a non- seasonal ARIMA model
was created in SAS\ETS using PROC ARIMA .
Engage with the multiple business heads for sales and solutions.
Help in creating collateral for business development opportunities.
Handle multiple projects in a fast changing start-up environment.
Help in recruiting, training and mentoring new members.
May 2012 - IT Analyst - Telecom & Contact Center Analytics
Sep 2013 TATA Consultancy Services, Kolkata
Right First Call Measure : The project was for a UK based Telecom giant.
The RFC reports were made to track call center agents performance,
and were built on a ROLAP based datawarehouse.
Gather requirements by interviewing business users. Design
dimension models , ETL strategy, and visualisation. Document
solutions for approval from the business and architects. Assist in
Project costing using function points & tracking of delivery. Lead a
team of 2 solution designers and 6 developers.
Guide new colleagues on BI and data warehouses tech.
Feb 2011 - Associate - Datawarehouse Development
Apr 2012 Cognizant Technology Solutions, Kolkata
Datawarehouse development & Maintenance: I was working as a
developer and was involved in two projects in BFSI and Healthcare
insurance domains. The technologies in which i worked were
TERADATA and SQL Server Integration services.

SPoC in offshore for project transition for the BFSI project.

Involve in the design of ETL and audit framework.
Create project collateral and training material.
Lead a team of 3-6 developers.

Feb 2007 - Software Engineer - Business Intelligence

Feb 2011 Altair Engineering, Bengaluru, France, Italy & Malaysia
Worked on various projects of varying domains such as Financial
Budgeting & Planning for DRDO India & IGCAR Kalpakkam,
Manufacturing for Bharat Forge and Fish Forecasting System for
MIMOS Malayasia on a MOLAP Based BI tool HiQube.

Design dimensional models and BI reports on HiQube.

On-Demand creation of PoCs at customers place.
Liaise with product development for feature inclusion.
Create product collateral for marketing, customer conferences.

EDUCATION

2013 - 2014 Executive Post Graduate Program in Management

Indian Institute of Management, Indore
Focus Area: Marketing & Analytics.

One month international immersion programme at Red McCombs

School of Business, University of Texas at Austin, USA.

2001 - 2005 Bachelor of Engineering in Electronics

Ramdeo Baba Kamla Nehru Engineering College, Nagpur
University