narayan singh

At Expedia Group, I build staffing models for a 500+ FTE contact centre, combining volume forecasts, shrinkage, and hiring timelines to maintain SLA coverage. I also automate Power BI and Excel reporting pipelines, reducing manual reporting effort by more than 70%.

Previously at IGT Solutions, I owned capacity planning and workforce management across multiple travel BPO client accounts. My FTE modelling improved staffing efficiency by 10–12%, while a revised shrinkage buffer model reduced estimated overstaffing costs by 8%.

I turn operational data into practical recommendations for VP- and Director-level stakeholders, including capacity risks, resource utilisation, and performance trends. I have conducted root-cause analysis for 20+ performance deviations and helped reduce repeat SLA breaches by 25%.

I work across Power BI, Excel automation, Python, MySQL, and Tableau, and have independently built analytics projects in sales, HR, finance, agriculture, public health, and operations. I also enjoy using AI productivity tools to accelerate reporting, analysis, and stakeholder communication.