AJAY KATTA
Advisor - Resource Management
Hyderabad
Summary
Results-driven leader with a positive attitude and a passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts, and build strong relationships. Possesses excellent problem-solving, communication, and interpersonal skills. With over 14 years of experience in various roles in the IT/BPO segment, such as Work Force Management/Planning & Resource Management, Business Analytics, Technical Support, Sales & Customer Care LOBs, resourceful professional. Collaborated with multiple BUs to plan, optimize, and customize HC requirements. Managed end-to-end process operations with a focus on delivering quality within specified service norms. Experienced in handling 3rd party teams (Offshore), excels in job allocation based on skill and BU requirements. Analyzed and stabilized people practices and business processes for enhanced operations, successfully leading the transitioning of processes and skilled teams.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Advisor, Resource Management
Dell International
04.2024 - Current
- Leading the development of demand planning strategy, foot-print planning and benchmarking workforce management competencies and models
- Performing short term & long-term Forecasting and conducting audits on the operational processes and improvements
- Actively advising and providing guidance to the business units around scheduling, employee management and leave management Drafting daily/weekly rosters and work plans; analyzing staffing data provided by department and making recommendations to senior management Integrating recommendations with other workforce management functions such as workload and staffing
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Planned and promoted career planning presentations, work experience programs and career workshops.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
Resource Management Senior Analyst
Dell International
04.2022 - 03.2024
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Identified patterns and trends in large data sets and provided actionable insights.
- Deployed predictive analytics models to forecast future trends.
Resource Management Analyst
Dell International Services
03.2017 - Current
- Managed the complete portfolio of around 1500 accounts (Small & Medium business Clients) as an Inside Sales Account manager
- Executing implementation and maintenance of WFM software; administering end-to-end workforce management operations across the organization
- Monitoring resource management; supporting operations by improving the technology as per the business needs
- Performing short term & long-term Forecasting and conducting audits on the operational processes and improvements
- Collaborating with key stakeholders to identify and analyze the manpower requirement
- Ensuring compliance with company standards and KPIs
- Coordinating with the Operations Team and leading improvement/resolution through managing development of plans, recommending solutions/strategies and ensuring execution
- Ensuring all-time efficient levels of staffing and occupancy to optimize resources and maximize service level
- Taking ownership and responsibility for the development of staff through communication, documentation and evaluation
- Providing motivation to the team through active learning opportunities; developing a strong teamwork environment
- Implementing Workforce Management departmental policies and procedures as directed by the Workforce Management Director
- Actively advising and providing guidance to the business units around scheduling, employee management and leave management
- Drafting daily/weekly rosters and work plans; analyzing staffing data provided by department and making recommendations to senior management
- Integrating recommendations with other workforce management functions such as workload and staffing
- Leading the development of demand planning strategy, foot-print planning and benchmarking workforce management competencies and models
- Drafting special adhoc reports working with senior management
- Establishing self as subject matter expert of scheduling, deployment, time recording and attendance management
- Driving organizational objectives by successfully driving operational excellence, deploying innovative process automation solutions, building strategic client communication plans, reducing cost, formulating SOPs and enhancing skills of the team
- Monitoring monthly metrics & KPIs, ensuring adherence to operational standards and consistently applying them; developing and monitoring escalation processes to ensure that SLAs were achieved
Technical Support Associate
IBM India
03.2014 - 02.2017
- ACE member (Special recognition for TOP Talent in DELL)
- Acting Team Lead in IBM (SPOC for Reporting, Maintain daily Team based metrics, updating VBs, Huddle MOMs, assigning tickets to agents)
- Received Several awards for exemplary performance & demonstration of values
- Ensured compliance management in the team with Zero Defect
- Certified in Time Management, Team Management, Goal Setting, Leading and Motivating, Email Writing skills (Internal certifications)
- Floor Support including escalation management, RCAs & solution implementation
Education
BA - Sociology & History
Osmania University
01.2005 - 12.2005
Skills
Strategic Resource Planning
Stakeholder Relationship Management
Workforce Scheduling
Operational Planning
Cross-Department Collaboration
Statistical Analysis
Data-Driven Management Reporting
Quantitative Data Analysis
Business Requirement Analysis
Continuous Performance Tracking
Efficiency in Resource Allocation
Personal Information
Date of Birth: 04/14
Hobbies
Photography
Accomplishments
- Supervised team of 11 staff members
- Documented and resolved Compliance management which led to Zero defects
- Floor Support including escalation management, RCAs & solution implementation
Languages
English
Advanced (C1)
Telugu
Advanced (C1)
Hindi
Upper intermediate (B2)
Timeline
Advisor, Resource Management
Dell International
04.2024 - Current
Resource Management Senior Analyst
Dell International
04.2022 - 03.2024
Resource Management Analyst
Dell International Services
03.2017 - Current
Technical Support Associate
IBM India
03.2014 - 02.2017
BA - Sociology & History
Osmania University
01.2005 - 12.2005