Summary
Overview
Work History
Education
Skills
Languages
Interest
Timeline
Generic

Anuradha Menon

Thane

Summary

WFM Executive with relevant experience in managing and improving workforce processes. Showcased strengths include strategic planning, data analysis, forecasting, and scheduling. Made significant impacts in previous roles by optimizing operational efficiencies, enhancing productivity levels, and ensuring customer satisfaction through effective workflow management.

Overview

4
4
years of professional experience

Work History

WFM Executive

Teleperformance
Thane
04.2024 - Current
  • Managed real-time chat interactions to enhance customer engagement and support.
  • Collaborated with leadership to improve forecast accuracy and maintain workforce management data integrity.
  • Delivered flexibility initiatives to optimize operational efficiency.
  • Demonstrated strong proficiency in Excel, Word, and Outlook for data analysis and reporting.

WFM Executive

Reliance Jio Industries Limited
Thane - Belapur Rd
05.2022 - 04.2024
  • Managed outbound campaigns across Pan-India to drive engagement and outreach.
  • Oversaw Genesys Dialer operations, ensuring optimal functionality.
  • Adjusted calling parameters, such as speed, frequency, and duration, according to campaign goals.
  • Collaborated with Operations team to streamline calling queues and manage scheduling.
  • Highlighted daily issues and requirements, facilitating follow-ups until resolution.
  • Identified and resolved Dialer-related issues to maintain efficiency.
  • Directed multi-process campaigns including MNP, Fiber, FTTH, and Mobility.
  • Real - Time Monitoring Maintaining Occupancy.

WFM Real Time Analyst

Wipro Limited
Airoli
03.2021 - 03.2022
  • Analyzed and managed real-time call volume to meet daily, weekly, and monthly service levels.
  • Utilized Cisco IEX software for real-time monitoring adjustments.
  • Performed numerical analysis and reporting using Microsoft Excel.
  • Monitored service metrics to ensure optimal operational performance.
  • Analyzed customer data to identify trends and opportunities for improvement in real-time.
  • Trained junior analysts on best practices related to real-time analytics initiatives.
  • Identified issues with existing systems or processes that could be improved upon in real time.

Education

MBA - Logistics And Supply Chain Management

Manipal University
Jaipur
04-2024

Bachelor in Management Studies - Human Resources

V.K. Krishna Menon College of Commerce & Economics
Bhandup E
05-2020

Higher Secondary Certificate - Commerce

Vani Vidyalaya And Jr College
Mulund West
04-2017

Secondary School Certificate -

Smt. SBJ English High School
Thane West
04-2016

Skills

  • Office administration diploma
  • Microsoft Excel and Word proficiency
  • Problem resolution and training
  • Inbound call management
  • Workforce optimization
  • KPI tracking

Languages

Malayalam
First Language
English
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1

Interest

  • Doing crochet
  • Reading

Timeline

WFM Executive

Teleperformance
04.2024 - Current

WFM Executive

Reliance Jio Industries Limited
05.2022 - 04.2024

WFM Real Time Analyst

Wipro Limited
03.2021 - 03.2022

MBA - Logistics And Supply Chain Management

Manipal University

Bachelor in Management Studies - Human Resources

V.K. Krishna Menon College of Commerce & Economics

Higher Secondary Certificate - Commerce

Vani Vidyalaya And Jr College

Secondary School Certificate -

Smt. SBJ English High School

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Anuradha Menon