Summary
Overview
Work History
Education
Skills
Certification
Timeline
Gardening, Writing and Understanding Pet behaviour
Gardening, Writing and Understanding Pet behaviour
Generic
Aishwarya Lutimath

Aishwarya Lutimath

WFM Forecaster And Buisness Analyst
E 117, VM Meadows, Hormavu,Bangalore

Summary

To obtain a position that will enable me to use my strong organizational skills, educational background and ability to work well with people and to secure a promising position that offers both a challenge and a good opportunity for growth and learning. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
2
2
Languages

Work History

Scheduling analyst

Minacs (Now concentricx)
Bangalore
09.2010 - 05.2014
  • As scheduler have worked on both scheduling model rotation and bidding process
  • Prepared tour groups (normal and rotating) and tour templates as per operations requirements
  • Built rotations as per operations requirement to meet advisor satisfaction as well as business requirements
  • Being scheduler looked into details of scheduling right no
  • Of people at right time to handle the forecasted work load
  • Closely analyzed volumes trends, head count accuracy and shrinkage trends for LOB and have given timely heads up to the forecasting team to take necessary actions
  • Delivering scheduling accuracy to maintain client matrix
  • Sent timely recommendations after schedules are released in order to maintain staffing to meet service level and schedule attainment
  • Have analyzed any scheduling gaps if exists during release of schedules and prepared OT trackers or recommended for shift slides to cover those gaps
  • Similarly to maintain overstaffing AVTO trackers were prepared
  • Agent maintenance was one of the important tasks performed
  • Looked into vacation details, Stat holiday details and LOA details of advisors
  • Also catered real time vacation requests of advisor
  • Ensured that vacation details are updated in IEX accurately and maintain the same until the year end
  • Creating advisor in IEX, updating all their skills and attributes as necessary
  • Worked on scheduling various trainings and meetings without hampering scheduling accuracy
  • Maintained agent availability data, attrition data etc
  • Closely worked with RTC team to attain service level and attainment on real time by giving timely inputs
  • Being a scheduler provided all reports and data required for Client Call to forecasting team
  • All analysis and supporting reports are prepared to improve business and process
  • Addressing operation Emails related to before and after schedule release
  • Roles and Responsibilities in Net-Connect (Client-HP):
  • Creating long term forecast for volume and headcount
  • Providing monthly forecast of volume and headcount based on historical actual’s, current AHT or PI and seasonal factors for calls on verint tool and for cases (non- voice) manually
  • Creating next 3 year planning of volume and headcount forecast BU wise and center wise
  • Team wise headcount planning ,letting team managers know if their team is deficit or excess based on that recommendations of movements and cross skilling are made
  • Calculating forward forecast and backward forecast for the head count monthly
  • Presenting monthly data to operations along with forward forecast .Making executive summary
  • Analysis of call volume trend and if there is any anomaly doing a root cause analysis on the same
  • Achievements:
  • Got RTC Spoc role as soon as I completed 6 months as RTC
  • Received Star achiever award for the quarter of Jan- Mar 2012
  • Completed Mile Academy training with Silver medal.( Internal training on handling business reviews and business presentations etc)
  • PERSONAL ATTRIBUTE:
  • Possess good communication skill and soft skills to be a part of team
  • Easily adaptable to new changes
  • A committed urge to learn and improve
  • Efficient in Analysis of root cause and coming up with plan of improvement
  • Working with IEX [ Total View] and excel
  • Managing number of LOB’s with variant targets well with strong multitasking ability
  • Working with Verint tool for forecasting and Head count calculation
  • Was associated with employee fun committee and have handled the role to its best.

forecasting analyst

HP
06.2014 - Current
  • Used analytical models and mathematical analysis to create Volume and HC forecast to achieve and maintain key performance metrics
  • Studied volume trend as per different geo's to arrive at accurate forecast and help company to budget accordingly for the fiscal year
  • Handle all transitions related volume and HC prediction
  • Orchestrated new business requirements based on workload and operational process
  • Well acquitted with WFM tools like IEX, Verient and Genesys
  • Enhanced data visualization skills, preparing Slide decks for business review on quarterly basis for LT
  • Cater to all adhoc request from operations based on the data requirement and worked on cost saving projects
  • Analyzed weekly and monthly patterns to forecast business needs, reducing inventory costs
  • Suggested improvements to cut costs and improve to achieve metric targets , incorporating asset utilization, performance measurement and other approaches.
  • Helped stakeholders make good choices by presenting information on general trends
  • Created and maintained precise and accurate models, charts and reports.

Research analyst

Navya Biotech
01.2009 - 09.2010
  • Roles and Responsibilities in Minacs: RTC:
  • Monitoring Real Time and Adherence
  • Compiling reports based on Day to Day, End of Day, Weekly, Monthly reports for better performance of Queue’s and LOB handling
  • Conducts real-time analysis of all metrics for multiple LOB’s- Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Attaining staffing requirements, etc
  • Closely monitoring the adherence and call volumes to make recommendations to maintain client targets on Service level, Staffing, Occupancy etc.,
  • Reporting (Staffing Amendments, Stats, Daily Shrinkage numbers, Absenteeism Over/under staffing updates, etc…)
  • Attending Conference call with clients/operations on daily basis to discuss the performance of the queue as per the forecasted volumes and requirements
  • Managing special conditions within the framework for any Emergency Action Plan (Outages) (i.e
  • Fire, Power failures, etc)
  • Monitors agent adherence/compliance to schedule and escalates to Team leader for investigation if necessary
  • Ensures all required data is tracked and trended on a continuous basis

Education

Bachelor of Science - Biotech

BVB College of Engineering And Technology
Hubli
11.2004 - 03.2009

PUC - undefined

PU Boards

Skills

Excel, SQL and Power BI

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Certification

Microsoft Certified Power BI ANlyast

Timeline

Microsoft Certified Power BI ANlyast

03-2022

forecasting analyst

HP
06.2014 - Current

Scheduling analyst

Minacs (Now concentricx)
09.2010 - 05.2014

Research analyst

Navya Biotech
01.2009 - 09.2010

Bachelor of Science - Biotech

BVB College of Engineering And Technology
11.2004 - 03.2009

PUC - undefined

PU Boards

Gardening, Writing and Understanding Pet behaviour

Gardening - I love gardening it brings me happiness when i see the greenery around me and fruits of my labour when the plant flowers. 

Writing - Im a writer by hobby , I write poems I pen down my views and opinions through these poems. Sunds ambitious some day would love to tell a fictional story and become a author of a book.

Pet Behavior - I have always had dog as pet since my childhood, currently as my schedule do not permit me to have pet my nest is empty. But i cuddle with my friends dog and often fascinated by their behavior which led me to read on goggle, watch videos on youtube to better understand what my dog is communicating to me through his/her body language. Their world is vast and amazing just like us humans.


Gardening, Writing and Understanding Pet behaviour

Gardening - I love gardening it brings me happiness when i see the greenery around me and fruits of my labour when the plant flowers. 

Writing - Im a writer by hobby , I write poems I pen down my views and opinions through these poems. Sunds ambitious some day would love to tell a fictional story and become a author of a book.

Pet Behavior - I have always had dog as pet since my childhood, currently as my schedule do not permit me to have pet my nest is empty. But i cuddle with my friends dog and often fascinated by their behavior which led me to read on goggle, watch videos on youtube to better understand what my dog is communicating to me through his/her body language. Their world is vast and amazing just like us humans.


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Aishwarya LutimathWFM Forecaster And Buisness Analyst