Deepak Raj N
Bengaluru
Summary
Dynamic Workforce Real Time Analyst at Reliance Projects & Property Management Services, skilled in optimizing staffing through advanced scheduling software and data analysis. Proven track record in enhancing operational efficiency and resource allocation, while fostering stakeholder collaboration. Adept at critical thinking and performance metrics, driving impactful results in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Workforce Real Time Analyst
Reliance Projects & Property Management Services Pvt Limited
Mumbai
06.2021 - Current
- Monitored workforce performance through scheduling software to enhance operational efficiency.
- Analyzed call volume trends to optimize staffing levels in response to demand fluctuations.
- Collaborated with management to adapt schedules according to workload requirements.
- Developed reports on agent adherence and productivity metrics for performance evaluation.
- Identified workflow improvements and recommended adjustments for resource allocation.
- Coordinated resources across teams to meet timely labor fulfillment needs.
- Tracked progress against objectives, providing updates for management review.
- Provided technical support for internal applications used in tracking employee hours.
Senior MIS Executive
10i COMMERCE SERVICES PVT. LTD (SHOPX)
Bengaluru
08.2019 - 05.2021
- Prepared daily, weekly, monthly, and quarterly MIS reports for IFS practice, ensuring accuracy and timeliness.
- Collaborated with stakeholders to enhance reporting processes and validate data accuracy.
- Delivered ad-hoc analyses, findings, and recommendations for senior management across multiple UBS locations.
- Participated in monthly meetings to present ongoing results to senior management teams.
- Generated and designed analytic support for new and existing management reports from various data sources.
- Tracked staff schedules and time adherence, including attrition and call metrics reporting.
- Led cross-functional teams to streamline operations and improve service delivery.
- Conducted market research to identify business opportunities and inform strategic initiatives.
Senior Customer Support Executive (L2) and MIS Executive (WFM)
AEGIS-STARTEK
Bengaluru
02.2018 - 07.2019
- Managed customer inquiries through phone and email channels effectively.
- Resolved product issues by troubleshooting and providing clear solutions.
- Collaborated with team members to improve service response times consistently.
- Assisted customers with order processing and account management tasks.
- Educated customers on product features and usage to enhance satisfaction.
- Provided accurate product information to customers, including pricing and availability.
- Responded promptly to customer inquiries regarding orders, returns, refunds.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Supported customers with online billing, access, and account issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
Customer Support Executive
ELCAMINO SOFTWARE PVT LTD
Bengaluru
02.2016 - 02.2018
- Responded to customer inquiries via email, providing detailed product information promptly.
- Monitored email ticketing system for urgent customer issues and escalated as necessary.
- Collaborated with team members to enhance email response templates and workflows.
- Resolved complex customer complaints by researching product policies and procedures thoroughly.
- Conducted training sessions for new hires on best practices in email communication.
- Drafted communications for promotional campaigns, newsletters, and events efficiently.
- Analyzed customer data to identify trends in concerns and requests, improving service delivery.
- Performed quality assurance checks on emails to ensure accuracy before sending.
Education
BCA -
IVUPE College
Bengaluru, KA01.2015
2nd PUC -
Surana IND PU College
Bengaluru, KA01.2011
SSLC -
St. Joseph's Boys High School
Bengaluru, KA01.2009
Skills
- Adobe Photoshop and Microsoft Office
- Workforce management
- Scheduling software
- Reporting tools
- Call center operations
- Resource allocation
- Stakeholder collaboration
- Process optimization
- Performance metrics
- Data analysis
- Critical thinking
- Attention to detail
- Time management
- Forecasting accuracy
- Staffing adjustments
- Service level agreements
- Intraday management
- Queue management
- Business intelligence and reporting
- Schedule coordination and optimization
- Team leadership
- Problem solving and communication
Accomplishments
Created a twin tower using one-rupee coins, with a total of 15,000 coins, at my college symposium function.
Hobbies and Interests
- Watching Movies
- Listening to Music
- Playing Computer Games
Disclaimer
I hereby declare that all information provided by me in this application is factual and correct to the best of my knowledge and belief.
Personal Information
- District: Bengaluru
- Father's Name: Late. Nirmal Kumar J.R.
- Mother's Name: Lakshmi Devi. V
- Date of Birth: 02/23/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Kannada
Native
Native
Tamil
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Malayalam
Elementary (A2)
A2
Timeline
Workforce Real Time Analyst
Reliance Projects & Property Management Services Pvt Limited
06.2021 - Current
Senior MIS Executive
10i COMMERCE SERVICES PVT. LTD (SHOPX)
08.2019 - 05.2021
Senior Customer Support Executive (L2) and MIS Executive (WFM)
AEGIS-STARTEK
02.2018 - 07.2019
Customer Support Executive
ELCAMINO SOFTWARE PVT LTD
02.2016 - 02.2018
BCA -
IVUPE College
2nd PUC -
Surana IND PU College
SSLC -
St. Joseph's Boys High School