Open to opportunities

Kirti Biyani

@kirtibiyani

Message

I improve customer operations through quality audits, workforce reporting, and Excel VBA automation.

India

Message

What I'm looking for

I'm seeking an Operations Analyst, Business Analyst, Quality Analyst, or Workforce Management role where I can improve operational efficiency, automate reporting, and support customer experience through data-driven insights.

At Milliman, I conduct quality audits across customer tickets, chats, and emails while monitoring workforce management KPIs, payroll, and workforce reports. I built Excel VBA automation that reduced manual effort by approximately 20% and earned Quarterly Recognition for Innovation.

Previously at Infosys, I resolved Salesforce application and technical issues through email, chat, and Microsoft Teams while maintaining SLA compliance. I also created knowledge-base articles and developed reporting automation to improve process consistency and operational support.

Experience

Work history, roles, and key accomplishments

Benefits Administrator

Milliman

Aug 2023 - Mar 2026 (2 years 7 months)

Conducted quality audits for customer tickets, chats, and emails, ensuring adherence to quality standards. Monitored workforce management KPIs and prepared payroll and workforce reports using advanced Excel formulas.

Excel XLOOKUP Microsoft Office Reporting MIS Workforce Management Quality Audits Process Automation

Associate

Infosys

Nov 2020 - May 2023 (2 years 6 months)

Resolved application and technical issues in Salesforce database through email, chat, and Microsoft Teams while maintaining service quality and SLA compliance. Created and maintained knowledge base articles to standardize processes and improve knowledge sharing.

Salesforce Microsoft Teams Troubleshooting Knowledge Management SLA Process Automation