RONIT YASHVANT MHATRE

Experienced MIS professional in the BFSI sector, with proven expertise in data extraction, validation, and consolidation from multiple sources to support operational and strategic decision-making. Highly proficient in Advanced Excel, including creating, automating, and maintaining dashboards and MIS reports, such as agent performance, utilization, and process efficiency dashboards, to improve reporting accuracy and business visibility.

• Managed critical MIS trackers, such as TAT miss, cross-skill matrix, overtime, and ad-hoc operational reports.
• Generated accurate daily, weekly, and monthly MIS reports within strict timelines to support management decisions.
• Analyzed key performance metrics, including productivity, utilization, shrinkage, and attrition.
• Developed and improved dashboards and reports to enhance operational visibility and efficiency.
• Maintained agent activity and performance trackers to ensure smooth and efficient operations.

Experienced in real-time queue monitoring, agent adherence tracking, and intraday performance management to ensure SLA and service-level targets are achieved. Skilled in managing shrinkage, absenteeism, AUX movements, and floor coordination to maintain optimal staffing.

• Monitored real-time agent adherence, including login, logout, breaks, and schedule compliance.
• Tracked queue performance, service levels, AHT, and volume trends throughout the day.
• Identified staffing gaps and coordinated with the operations team to manage shrinkage and absenteeism.
• Managed agent skilling, AUX movements, and ensured proper floor management.
• Highlighted SLA risks and provided timely alerts to avoid service-level breaches.