Ananya D S
Bangalore
Summary
Resourceful and meticulous Workforce Manager with 6 years of results-oriented experience in Workforce Management and Customer Support Operations within the IT sector at reputable organizations like Zscaler Softech India Pvt. Ltd., Microsoft India Pvt. Ltd., and Accenture India Pvt. Ltd.
Possess a diverse skill set including excellent customer management, time management, and project management, coupled with the capability to work proficiently in a fast-paced environment.
Acknowledged for promoting team adherence and ensuring compliance, working with workforce planning to optimize scheduling, and updating daily progress reports.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Workforce Manager
Zscaler Softech India Pvt. Ltd.
Bangalore
06.2023 - 11.2023
- Monitored and managed the customer support queue, ensuring prompt assignment of all requests to suitable engineers within the predefined SLAs
- Prioritized high-priority and longest-waiting requests for efficient resolution
- Enforced adherence and compliance within the team to maintain queue availability
- Collaborated with the Workforce Planning Team to identify trends for enhancing team member scheduling
- Maintained and disseminated daily progress reports
- Showcased excellent customer management, time management, and project management skills
- Engaged in working in a fast-paced environment and effectively prioritizing multiple tasks
- Gained extensive experience in utilizing customer service software and tools
- Exhibited familiarity with customer support KPIs and metrics, alongside excellent communication skills.
Queue Manager
Microsoft India Pvt. Ltd.
Bangalore
02.2022 - 03.2023
- Delegated tasks and activities among team members for the day
- Managed and optimized multiple queues to enhance end-user wait time and teammate productivity
- Assigned tickets to engineers, including new incidents raised from end-users, collaboration tickets, and follow-up tickets
- Monitored team performance, productivity, and service levels continuously
- Displayed knowledge of inbound operations, inbound SLA management, dialer functions, and performance analytics
- Supervised all operational aspects to ensure consistency across shifts, team member answerability, and high-quality customer support
- Managed SLA compliance and addressed escalations effectively to ensure complete resolution of escalated situations
- Created daily/weekly dashboards to track team performance
- Managed roster and leave schedules
- Drove team performance end-to-end
- Managed people and conducted one-on-one feedback sessions
- Mentored, coached, and developed the team through team huddles and time management sessions
- Exhibited organizational skills and attention to detail.
SW/Cloud/App Technical Support Associate
Accenture India Pvt. Ltd.
Bangalore
11.2020 - 11.2021
- Monitored, maintained, and provided support to customers globally through chats for Microsoft Products, specifically Microsoft Project
- Applied established communication, analytical, and problem-solving skills to identify, communicate, and resolve issues, maximizing the benefit of IT systems investments
- Provided support for all Microsoft Office applications including Word, PowerPoint, Excel, and Outlook
- Conducted installations of Windows, including clean installations and restoration assistance
- Assisted with Microsoft accounts and products billing queries
- Offered assistance with Xbox and related queries
- Provided support for Windows-based technical issues.
Sr. System Engineer
Cognizant Technology Solutions Ltd.
Bangalore
03.2020 - 09.2020
- Recorded and classified received incidents, taking immediate action to restore any failed IT services promptly
- Assigned unresolved incidents to the appropriate Tier 2 support group for further assistance when necessary
- Logged all incident and service request details, assigning categorization and prioritization levels
- Conducted first-line investigation and diagnosis of all incidents and service requests
- Verified resolution with users and resolved incidents in the ITSM tool, conducting daily follow-ups
- Escalated major incidents to the incident and/or problem manager when required
- Escalated incidents at risk of breaching service level agreements to the incident process coordinator.
Sr. Executive-Incident Management
Microland Ltd.
Bangalore
08.2017 - 02.2020
- Conducted thorough investigations and diagnostics to swiftly restore any failed IT services
- Supervised the management of major incidents and outages, specifically focusing on P1 and P2 incidents
- Ensured timely resolution of incidents within the required SLA parameters
- Documented thorough troubleshooting steps and detailed service restoration procedures
- Generated and submitted knowledge articles aimed at driving continuous process improvements
- Conducted specialized investigations and diagnoses for all incidents & service requests
- Identified underlying problems; liaised effectively with problem management teams
- Validated resolutions with end-users/clients; diligently resolved assigned incidents
- Promptly escalated high-priority major incidents to the incident & problem manager
- Escalated incidents at risk of breaching SLAs to the incident process coordinator with due diligence
- Expedited the escalation of unresolved incidents to technical teams and maintained regular follow-ups
- Ensured consistent communication with users/clients regarding the status of their incidents at agreed intervals.
Education
B.E. in Computer Applications -
Jain University
01.2017
HSC -
Sri Bhagwan Mahaveer Jain College
01.2014
SSC -
Sindhi High School
01.2012
Skills
- MS Office 365
- Ticketing Tools- ServiceNow, Case Buddy
- Collaboration/Communication Tools- Teams, SLACK and Zoom
- CRM and DFM Tools
- Active Directory Fundamentals
- Windows 8,10 and 11 Configuration
IT SKILLS :
- Incident Management
- Inbound/Outbound Operations
- SLA and Escalation Management
- Performance Analysis
- Workforce Management - Resource Planning and Scheduling
- IT Services Restoration
CORE COMPETENCIES :
Certification
- ITIL V3 Foundation Certified
- IELTS Band Score-9
Affiliations
Art, sketching and DIY, Leisure travelling, Makeup Artistry, Thriller/Crime Documentaries/Docu-series
Timeline
Workforce Manager
Zscaler Softech India Pvt. Ltd.
06.2023 - 11.2023
Queue Manager
Microsoft India Pvt. Ltd.
02.2022 - 03.2023
SW/Cloud/App Technical Support Associate
Accenture India Pvt. Ltd.
11.2020 - 11.2021
Sr. System Engineer
Cognizant Technology Solutions Ltd.
03.2020 - 09.2020
Sr. Executive-Incident Management
Microland Ltd.
08.2017 - 02.2020
B.E. in Computer Applications -
Jain University
HSC -
Sri Bhagwan Mahaveer Jain College
SSC -
Sindhi High School
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