Dhwaja Verma
Senior Manager WFM
Gurgaon
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Senior Manager
Coinbase
Remote
01.2022 - Current
- Established strong relationships with stakeholders and Vendors, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Reduced costs, optimized resource allocation, and improved efficiency in managing +500 HC and 5 LOBs
- Managed budgets effectively, achieving financial objectives while maintaining Quality and other other metric like, SLA, Resolution rate and FCR
- Identified cost improvement changes and cost savings plans to increase savings.
- Demonstrated exceptional adaptability in navigating complex situations and rapidly changing CB environments with ease.
Manager WFM
Uber
Hyderabad
06.2019 - 12.2021
- Monitored key performance indicators to assess workforce effectiveness and identify areas for improvement.
- Implemented best practices in GCC WFM, resulting in more accurate demand forecasting and scheduling efficiency improvements.
- Implemented data-driven decision-making tools to improve workforce allocation and resource planning.
- Enhanced customer satisfaction by ensuring appropriate staffing levels during peak periods and high-demand situations.
Lead Business Analyst
American Express
Gurgaon
02.2018 - 05.2019
- Oversaw forecasting and capacity planning for various campaigns across US, JAPA, LACC, and EMEA regions.
- Directed timely hiring processes for entire Customer Fulfillment Network (CFN) to ensure adherence to all SLAs.
- Analyzing potential augury or other business trends that may
impact volume, analyze potential impact of these events and incorporate results into project demand and forecast and sharing the FTE impact for the same
Senior Scheduler
Teleperformance
Gurgaon
07.2017 - 02.2018
- Maintained accuracy in schedule forecasts by continually updating data based on actual progress and adjusting future projections as needed.
- Establishing the confidence & trust in client (Operations) by providing logical, practical & appropriate schedules & solutions considering various what if situations & real time scenarios.
- Leading RTA and Scheduling team
SENIOR ASSOCIATE MIS
WIPRO
Delhi
03.2014 - 01.2017
- Volume forecasting,(Long terms and short term) for voice and non voice processes, for different LOB's of MS and Harman
- Capacity Planning, Reading the available documents shared by the customer and sharing queries(if any) and do FTE estimation with the help of available inputs
- Planning and preparing schedules for different LOB's
- Managing Dialler and Planning new strategies
- Creating reports that can provide the information of production loss
- All the reports include data, chart, graph, pivot tables etc.
Education
B.Tech in IT -
MDU
Haryana 06.2009 - 08.2013
Skills
Strategic Planning
Operations Planning
Data-driven decision-making
Business performance management
Timeline
Senior Manager
Coinbase
01.2022 - Current
Manager WFM
Uber
06.2019 - 12.2021
Lead Business Analyst
American Express
02.2018 - 05.2019
Senior Scheduler
Teleperformance
07.2017 - 02.2018
SENIOR ASSOCIATE MIS
WIPRO
03.2014 - 01.2017
B.Tech in IT -
MDU
06.2009 - 08.2013
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