Anusha K
Summary
Overall 10 Years of experience in the contact center as a customer care executive to Team coach and quality analyst to Workforce management by implementing new thoughts, strategic direction, and tactical leadership which lead to success as an individual and for the business.
Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.
Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position.
Overview
9
9
years of professional experience
Work History
Workforce Management
Bundle Technologies PVT LMT (Swiggy)
01.2019 - 01.2024
- Implementing new thoughts which lead to the success in reducing process AHT, Call inflow & also sharing ideas with senior heads in Cost cutting
- Analyzing data, identifying issues & implementing new ideas which use to help operations & also identifying and rectifying process loopholes & leakages
- AHT and shrinkage forecasting & sharing Hourly, End of the day (EOD) report and monthly reports within the timeline
- Planning downtime if any scheduled activity maintenance is planned
- Impact Analysis In case of unplanned downtimes or major adhoc changes
- Maintained up-to-date knowledge of industry trends, competitive landscape, and emerging technologies related to forecasting.
- Analyzed historical data, identified patterns and created statistical forecasts of future sales performance.
- Built strong relationships with internal stakeholders to ensure timely access to relevant data required for accurate forecasting.
- Developed and maintained employee schedules to ensure proper coverage of shifts.
- Evaluated current scheduling practices and made recommendations for improvement where necessary.
- Investigated discrepancies between actual hours worked and reported hours worked.
Team Coach
Bundle Technologies PVT LMT (Swiggy)
01.2018 - 12.2019
- Conducted analysis of progress and held monthly meetings regarding goals and tasks
- Manage team workload distribution and structure to ensure consistent good performance & maintaining individual & team performance reports
Team Coach
ANI Technologies PVT LMT (Ola Cabs)
05.2015 - 08.2017
- Identified operational issues and devised goals and plans to address them
- Facilitated cross functional communications within employees for improved working conditions
CSR
ANI Technologies PVT LMT (OLA Cabs)
08.2014 - 05.2015
- Handling calls in a highly professional manner as a first point of telephone contact for a customer
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Able to respond and adapt to the needs of customers and fully aware of all laws and regulations regarding data protection
Education
BCA: Bachelor of Computer application -
Daksha University Karnataka
01.2014
PCMB: Pre-university course -
Alva’s PU College Karnataka
01.2011
Secondary School Leaving Certificate -
Girisha High School Karnataka
01.2009
Skills
- Basic Computers
- Typing skills
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Excel
- Ameyo
- Zendesk
- CC connect
- Genesys
- Avaya
- MS-Office
- Basic SQL
- Capacity Planning
- Report Generation
- Forecasting Accuracy
- Schedule Optimization
- Stakeholder Management
- Maintaining service levels
- Workforce management tools
- Resolving issues
- Data Analysis
- Resource Planning
- Schedule Coordination
- Report Preparation
- Policies implementation
- Time Management
- Problem-solving abilities
Languages
English
First Language
Hindi
Upper Intermediate
B2
Telugu
Upper Intermediate
B2
Tamil
Beginner
A1
Timeline
Workforce Management
Bundle Technologies PVT LMT (Swiggy)
01.2019 - 01.2024
Team Coach
Bundle Technologies PVT LMT (Swiggy)
01.2018 - 12.2019
Team Coach
ANI Technologies PVT LMT (Ola Cabs)
05.2015 - 08.2017
CSR
ANI Technologies PVT LMT (OLA Cabs)
08.2014 - 05.2015
BCA: Bachelor of Computer application -
Daksha University Karnataka
PCMB: Pre-university course -
Alva’s PU College Karnataka
Secondary School Leaving Certificate -
Girisha High School Karnataka
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