lower turnaround time
Analysed delayed cases, identified workflow bottlenecks and implemented targeted process improvements.
THE PERSON BEHIND THE PRACTICE
Industry experience. Personal guidance.
I’m Madiki Jagadish Babu, a Hyderabad-based coach and consultant with 15+ years across technical support, contact centres and HR shared services, including over nine years at Amazon.
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OPERATIONS LEADERSHIP MEETS ANALYTICS
From everyday operations
to clearer decisions.
At Amazon Development Centre India, I led a 20+ member operations team as a CTK Service Team Manager from June 2016 to September 2025. My work combined service delivery, workforce planning, performance coaching and hands-on analysis.
I used SQL and Excel to investigate operational metrics, and built and contributed to dashboards in Power BI and Amazon QuickSight. The goal was to make performance visible, understand bottlenecks and help the team act on the findings.
That experience shapes my coaching. We connect a tool to a real question, work through an example and learn to explain the result. You have space to ask questions, practise and build confidence step by step.
HIGHLIGHTS FROM MY OPERATIONS WORK
Analysis put into action.
These improvements came from my work at Amazon, combining data analysis, process changes and collaboration with colleagues.
less manual reporting effort
Built and contributed to service-performance dashboards in Amazon QuickSight and Power BI.
better operational efficiency
Translated data insights into actionable process changes and recommendations to operations leadership.
PROFESSIONAL EXPERIENCE
A career built around
people and problem-solving.
From technical troubleshooting to operations leadership, my work has centred on understanding problems, supporting teams and improving how services are delivered.
- Jun 2016 – Sep 2025
Amazon Development Centre India
CTK Service Team Manager
Led a 20+ member operations team across contact channels. Used SQL, Excel, Power BI and Amazon QuickSight to monitor performance, guide workforce planning and improve service delivery. Delivered targeted coaching and refresher programmes based on performance data.
- Dec 2012 – May 2016
Technospark Communication Pvt Ltd
Senior Desktop Support Engineer
Supported desktops, laptops and network infrastructure, resolving hardware, software and operating-system issues to improve stability and minimise downtime.
- Feb 2009 – Jun 2011
Dell
Client Technical Support Associate
Helped customers with operating-system installation, connectivity, hardware and software troubleshooting while maintaining service quality.
- Apr 2008 – Nov 2008
Wipro BPO
Technical Support Representative
Provided technical support for HP systems in a fast-paced contact-centre environment.
ANALYTICS EXPERIENCE IN PRACTICE
Behind every dashboard,
a question worth answering.
Examples of my analytics work in service performance, contact lifecycle analysis and workforce planning.
SLA & TTR Performance Analytics Dashboard
SQL · Excel · Power BI · Amazon QuickSight
Tracked service-level agreement (SLA) compliance and turnaround time (TTR) across contact categories. Analysed delays and routing inefficiencies to support clearer performance reviews and reporting.
Contact Lifecycle & Root Cause Analysis
Python · SQL · Excel
Analysed reopened, misrouted and pending contacts to identify recurring causes. Created trend reports that informed process changes, improved routing accuracy and helped reduce backlog.
Workforce & Real-Time Monitoring Analytics
Excel · Power BI
Developed dashboards for productivity, schedule adherence and utilisation. Used the findings to support capacity planning and workforce allocation decisions.
EDUCATION
A technical foundation.
B.Tech in Electronics & Communication Engineering
JNTU Hyderabad, India
2003
CERTIFICATIONS & TRAINING
Continuing to learn.
AI-Powered Data Analytics
CWH · 2026
Data Science Professional Certificate
CWH · 2025
Python for Data Analysis
CWH · 2025
HOW I APPROACH COACHING
Understand it.
Practise it.
Make it your own.
Connect learning to your work
Use relevant examples to connect technical skills to reporting, problem-solving and business decisions.
Build judgement alongside tools
Check assumptions, question outputs and learn to explain your findings clearly, including when AI helps.
Make room for individual goals
My operations work included identifying knowledge gaps and delivering targeted coaching and refresher programmes. I bring that attention to your starting point and learning goals.
MY WORKING TOOLKIT
Tools connected to
real business questions.
Advanced ExcelSQLPower BIPythonAmazon QuickSightTableau
My experience covers KPI tracking, exploratory data analysis, trend analysis, dashboard development, root cause analysis and data storytelling. We’ll choose the learning topics that best fit your goals.
Website Design & Building
I’ve recently added website design and building to my skills, with practical experience in planning page layouts, organising content and publishing a website. My own website is a hands-on project where I’m applying what I’ve learned and continuing to develop these skills.
Languages: English and Hindi (fluent), Telugu (native), German (A2).
YOUR NEXT CHAPTER
Let’s find your
starting point.
Tell me where you are today and where you want to go.
We’ll talk through a practical next step.