Aman Agrawal

• Implemented a Dispute Workflow system enabling agents to contest call scorecards, automatically reassigning cases

for review, and notifying managers via automated email updates — improving transparency and fairness in

performance evaluation.

• Designed and implemented a “Detailed Manager Report” feature exporting Excel reports with category- and

skill-level scores across organizational hierarchies, including custom color-coded formatting to highlight performance

trends, enabling managers to quickly identify agent and supervisor strengths and improvement areas.

• Enhanced Skill Development Plan module by adding hierarchical filtering (Site, Manager, Supervisor, Agent) and

export capabilities to Excel/PDF with complete plan details, improving accessibility and reporting efficiency.

• Refined code quality by adhering to coding conventions, enhancing 60% of the codebase.

• Optimized the API endpoint response time by 85% by implementing query optimization techniques, and

efficient caching strategies, along with introducing pagination to handle large data sets more effectively. This

resulted in significantly reduced loading times and improved overall application performance.

• Automated the report export feature for Excel and PDF, reducing generation time by 95%.

• Reduced upfront time by 75% by leveraging Redis cache on idempotent API endpoints.

• Led the development of the Skill Development Plan module to generate detailed monthly reports for agents and

recommend practice sessions to address skill gaps.

• Created a Manager Report to aggregate skill data across different hierarchical levels, identifying top-performing

supervisors and managers, and boosted the document design.

Developed a web-based cost estimation tool enabling clients to select individual or bundled data migration services

(SKUs), automatically generating detailed requests for the sales team, streamlining lead processing, and

accelerating client onboarding.