Mridula Pranitha
Real Time Analyst
Hyderabad
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
Metrics and Reporting Senior Associate
Google Operations Centre
Hyderabad
04.2021 - Current
- Monitored call volumes, average handle times, and resource utilization throughout the day's schedule based on call volumes and available staffing
- Review work queues for areas of risk of missing SLA’s or performance metrics. Provide access to work to front line staff as needed
- Monitored schedules and workforce software trends to inform call centre RTA's when phone time is over the established threshold and/or identify employee(s) out of adherence
- Provided staffing recommendations to the operations leadership team
- Ensure a consistent method of incident management is followed, including classification, escalation paths and communication protocols
- Compiles and distributes and analyzes daily, weekly, and monthly call center performance reports
- Reviewed weekly and daily staffing with management and Workforce Management department as well as intraday performance and forecasted performance for the remainder of the current week, while also identifying risks
Real Time Analyst
Uber India
Hyderabad
01.2019 - 04.2021
- Working with a team of ~1300 people and manage the HYD COE- Uber’s Real time workflow, Assist Work Force management with work flow analysis and suggestions
- Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment
- Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management
- Make adjustment to call and email allocations driven by the real-time trends and backlog management
- Work with Operations to manage and resolve downtime issues
- Send out hourly performance updates including interval and intraday SL callouts, adherence misses and shrinkage
- Create daily/weekly/monthly reports and undertake intraday reporting & other
- MI operations
- Good working knowledge of Microsoft Excel
- Working with numbers, data analysis and reporting
Account Security and Risk Investigator
Uber Eats
05.2018 - 01.2019
- Worked for a start up process for account security and risk investigation
- Compiled reports in-order to highlight the effects of risk and the proposed solutions
- Reduced financial loses by placing Eater/Courier partner accounts on reserve for security
- Implement risk management strategies and customize process needs
- Reviewed courier partner and eater accounts and submitted new fraud pattern analysis on a timely basis
- Reviewed legal documentation for compliance and eligibility of courier partners
- Participated in team collaboration successfully reviewing 200+ eater accounts each day
- Accurately identified errors to reduce delays and enhance profitability
Education
Bachelor of Science - Computer Science
St. Francis College For Women
Hyderabad 06.2015 - 04.2018
Intermediate -
I Class CDR Junior College
Hyderabad 06.2013 - 04.2015
Skills
Reporting and metrics
Timeline
Metrics and Reporting Senior Associate
Google Operations Centre
04.2021 - Current
Real Time Analyst
Uber India
01.2019 - 04.2021
Account Security and Risk Investigator
Uber Eats
05.2018 - 01.2019
Bachelor of Science - Computer Science
St. Francis College For Women
06.2015 - 04.2018
Intermediate -
I Class CDR Junior College
06.2013 - 04.2015
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