GAURAV SAXENAE-Mail: Saxena_gaurav2003@yahoo.co.in Contact: +91 98186 05112

Seeking assignments in Web Analytics with a high growth oriented organization preferably in the IT, ITES, Consulting Industry.

PROFESSIONAL OVERVIEW

A dynamic professional with over 9 years of experience, involves 4 years in Operations Management and around 5 years in Digital Analytics domain.

Presently working with Barclays Shared Services, Noida as Senior Web Analyst with Onshore Digital Analytics Department.

Worked with EXL Service.Com (I) Private Ltd., Noida as Insurance Associate. Capable of working unsupervised towards tight defined deadlines as well as being able to cope positively with

short notice requests and changes. Strong analytical skills with the emphasis on statistical analysis, using excel and visual basic to an advanced level. Deft in handling overall functioning of processes & implementing processes in line with the guidelines. Proficient in managing & motivating teams for running operations & extensive experience of developing

procedures, service standards & operational policies for business excellence. A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new

design solutions and ideas. Areas of Exposure include:

- Web Analytics - Research, Analysis- Banking Domain - Operations Management

Exposure to the process mapping and conducting analysis in existing functionalities / applications to understand present state, finding gaps in processes, devising a road map for enhancing applications.

Deft in handling life insurance transactions in operations for a leading US Insurance Company with demonstrated ease & exposure to the conducting analysis in existing functionalities / applications to understand present state, finding gaps in processes, devising a road map for enhancing applications.

Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management.

EMPLOYMENT RECORD

Since Feb’10 with Barclays Shared Services, Noida as Officer – MIS (Sr. Web Analyst)

Key Result Areas:

Working as Web/Digital Analyst supporting the digital product teams on Web analytics requirements. Website behaviour and customer experience analysis. Mobile Analytics to define customer behaviour on different mobile platforms/Operating systems/Applications. Able to get deep in to the customer online journey and derive insightful performance metrics. Creation of Tags for the newly build pages as a part of the implementation process. Responsible for Omniture Site Catalyst/ Webtrends/Test & Target administrative activities. User Creation/deletion, access rights, User groups on Omniture Site Catalyst. Using Segmentation Manager to create segments required for data definition and required to attain certain

objectives for the purpose of reporting within Site Catalyst and Ad-Hoc Analysis. Dashboard creation within Site Catalyst for Digital Product Managers on their KPIs and other areas of concern for

their products for easy and presentable format at their hand. Creating, designing and scheduling automated reports to reduce manual intervention through Site Catalyst and

Ad-Hoc Analysis. Using Data ware house as required in Site Catalyst for big data sets. Working on the Real time reports from Site Catalyst. Using click maps for interactive presentation during meeting with Management. Using Classification importer for product classifications. Expertise in Omniture Site Catalyst/ Ad-Hoc Analysis – both Administration and user level knowledge. Support the analytics and data needs of teams by analyzing web traffic using tools such as Webtrends, Omniture

Site Catalyst, Test & Target and click fox etc. Site Catalyst Onsite tagging and testing experience with implementation. Exposure to Digital Marketing concepts. Building and scheduling of manual and automated reports and dashboards as per the requirements of the

different departments of the bank. Training the new hires on Adobe Site Catalyst and other analytics tools for Self Service. Responsible for the proactive development and delivery of accurate and efficient MI.

Optimise efficiency of information delivery and reporting related processes. Effective prioritisation of workload and deliverables. Proactively research and assess current business MI, and determine best practice/investigate possible

improvements in the manipulation and presentation of customer information. Provide appropriate understanding through informed commentary to accompany results, indicating trends etc to

aid senior management decision. Assist in the development/definition/generation of weekly sales and operational reporting for Direct Channels

Executive. Manage stakeholder relationships, providing support in understanding and managing performance through the

delivery of accurate MI. Continually monitors own/teams effectiveness via customer feedback and inspection of results, refining processes

and procedures to optimise results.

Jan’06 – Dec’09 with EXL Service.Com, Noida as Insurance Associate

Key Result Areas:

Worked on a Green Belt project for WIP Ageing to provide services to the customers with in time that brings satisfaction to the customers for the services provided by the company.

Process Mapping of the different processes, preparing the flowcharts for the same and involved in Project Planning for different process and tracking with the other members of the project.

Responsible for identifying issues and finding solutions with the proactive approach. Conducting and coordinating meetings with the management and team to discuss issues and solutions.

Preparing daily, weekly and monthly reports through Cognos and discussing with the client for the better results and improvement of the process. Working as Group Leader. Assisting and mentoring new joiners.

Providing value service to the end customers, of a leading U.S. Insurance company. Ensuring vendors manage timely and accurate printing of statements, manuals and letters. Timely & efficient

delivery of bills, ensuring less returns & sufficient time for customers to make payments. Communicating with the client’s representatives for the effective and transparent working of the company. Handling cash surrender, disbursements, Loan, Fund withdrawal, Reinstatement on Interest Sensitive policies with

in compliance on SEC Priority basis. Communication with the end-client via Letters, providing approval to the communications sent to the end-client. Assisting the team with the complex issues and transactions via technical assists.

Attainments: Efficiently achieved targets in terms of work assigned at a consistent basis. Rewarded for Performance and extra initiatives taken for the improvement of the process. Possess good knowledge of US Insurance.

Dec’04 – Jan’06 with Prolific Integrated Software Services Pvt. Ltd., Noida as Team Leader (Web marketing)

Key Result Areas: Managed Web based marketing projects. Heading a team of 12 - 15 members & implementing the project with in specified time. Assisting the organization in other projects & interacting with others on a regular basis. Preparing productivity and efficiency reports for my team. Recruiting and providing training to the new members in the project. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate

measures to maximize customer satisfaction level.

Attainments: Provided assistance to other processes & undertook audits on them. Capably handled proper reporting of other processes & helped other processes. Efficiently prepared the methodology for handling the process in an organized way, due to the methodology the

processes efficiency and productivity hiked to 225%. Awarded several times for the initiatives taken, received appreciations from the client in the form of mails,

received gifts from the client side. Successfully migrated 3 processes from the client side and implemented them successfully at the company side in

India (Noida).

Jul’03 – Nov’04 with Utkarsh Academy, Fatehgarh as Study Center Incharge (Part Time)

Key Result Areas: Managing the study center & corresponding with the university.

Teaching BCA, PGDCA, DCA and Polytechnic students. Formulating policies, rules & regulations for the institute with the Director & other members of the committee. Responsible for advertising and promotion of the center.

Attainments: Took the responsibility for advertisement and promotion of the center, also the policy of loans for the financially

weak students from the banks associated with the institute. Streamlined the process of course completion and preparation for the examination for the better results of the

students of the institute, also accommodated students of the other institutes due to better education, started the policy of introducing guest faculty in the institute for better understanding of the subjects or topics as suggested by the students.

Introduced several policies for education to the weaker sections of the society. Received the appreciation letter from the director of the institute for doing social service from the institute by

distributing food and clothes in the nearby flooded areas. Promoted from faculty of computer science to Study Institute Incharge with in six months seeking my

performance and activities and effectively handling capabilities.

IT EXPOSURESoftware Package : Cognos, Base SAS, TableauAnalytics : Omniture (Site Catalyst, Discover and Test & Target), Web trends

PROJECTS HANDLED Reduction of WIP Ageing in Reinstatement and Mode Change (US Insurance process) Quality Targets for the process. Details on demand

ACADEMIA MBA from (Information Technology) from Sikkim Manipal University in 2008. BCA from M.C.R.P University, Bhopal in 2002. Green Belt Certification (Six Sigma)

PERSONAL DOSSIERMailing Address : Flat 1, Building 50A, Pocket C-2, Mayur Vihar Phase III, Delhi-110096Permanent Address : 1/146, Gwaltoli, Fatehgarh, Distt: Farrukhabad (UP) Pin - 209625 Date of Birth : 21st July, 1982