Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
Generic

Elangovan Sunil

Hyderabad

Summary

Operations and workforce management specialist with 6 years of experience in real-time performance monitoring and stakeholder collaboration. Skilled in process optimization using SQL queries, Tableau and Salesforce to enhance operational efficiency. Known for proactive problem-solving and effective team coordination in fast-paced environments. Passionate about continuous learning and innovation to deliver high-impact solutions.

Experienced Project Coordinator with a background in managing complex projects across various teams. Known for problem-solving abilities and strategic planning expertise to drive project success. Have contributed positively by improving workflow processes and meeting objectives on time in previous roles.

Overview

6
6
years of professional experience
3
3
Certification

Work History

Sr. WFM Intraday/Realtime & System Analyst

Electronic Arts & Games India Pvt Ltd
Hyderabad
01.2022 - 05.2025
  • Operations and workforce management professional with 4-6 years of experience in backend operations, performance monitoring, stakeholder communication, and real-time analysis, supporting global teams and driving process excellence.
  • Strong background in managing learning and operational workflows, optimizing resources, and collaborating with internal clients to meet performance SLAs and strategic objectives.
  • Partnered with multiple sites to manage and monitor their operational schedules and performance, ensuring continuous alignment with service level expectations.
  • Provided real-time intraday staffing recommendations to support dynamic operational needs and ensure business continuity across contact center locations.
  • Created, updated, and maintained dashboards and performance reports using tools like Power BI, Tableau, ASPECT, Amazon Connect (AWS), SQL, Salesforce, and ServiceNow (Incident management).
  • Performed data analysis using SQL queries for reporting purposes.
  • Created reports using SQL queries and other reporting tools.
  • Managed all schedule-related activities including PTO approvals, shift swaps, shrinkage tracking, and overtime coordination, ensuring timely resolution and accuracy.
  • Performed trend and variance analysis on key metrics such as service levels, AHT, occupancy, and outages, sharing actionable insights with stakeholders.
  • Handled outage and incident response coordination, ensuring escalations were documented and addressed in collaboration with internal support teams.
  • Established communication channels between various departments within the organization in order to facilitate timely collaboration during major incidents.
  • Identified, documented, and tracked incident tickets using JIRA ticketing system.
  • Monitored system performance to identify potential issues before they become service impacting.
  • Analyzed data from multiple sources such as logs, databases, application performance monitors, in order to identify potential service impacting events.
  • Ensured all users were kept informed throughout the duration of an incident or outage.
  • Coordinated security updates to avoid outages and downtime.
  • Conducted regular stakeholder reviews and leadership touchpoints to present performance trends and align on resource allocation strategies.
  • Participated in strategic planning meetings to discuss and implement workforce optimization measures and learning support structures.
  • Acted as a point of contact for access provisioning, user ID management, and role-based access controls, aligning with data security protocols.
  • Maintained historical data repositories used for forecasting, benchmarking, and real-time decision-making, contributing to long-term planning accuracy.
  • Supported new process implementations and transition activities by collaborating across teams, providing feedback, and contributing to SOP development.
  • Played an active role in firm and team initiatives by participating in cross-functional collaboration, knowledge-sharing sessions, and process improvement discussions.
  • Demonstrated strong ownership and accountability by meeting tight deadlines, prioritizing competing tasks, and consistently delivering high-quality outputs.
  • Ensured data integrity and reporting accuracy through stringent checks, version control, and communication with all key stakeholders.
  • Trained new team members on process workflows and tools; acted as a subject matter expert for internal platforms and reporting tools.
  • Resolved complex technical problems by working directly with vendors or other external resources when necessary.
  • Collaborated with developers, designers, business analysts, project managers, IT staff members to ensure successful implementation of projects.
  • Developed and managed project plans while providing status updates to management.
  • Expanded or modified system to serve new purposes or improve workflow.
  • Provided feedback on existing policies and procedures for improving the effectiveness of incident management operations.
  • Collaborated with stakeholders to implement and update disaster recovery plans.
  • Utilized knowledge base articles, troubleshooting guides, and other reference materials to resolve incidents quickly and efficiently.
  • Mentored junior employees in departmental activities and procedures.

WFM Global Operations Specialist

Sears IT & Management Services India Pvt Ltd
Hyderabad
05.2018 - 12.2021
  • Working under multiple process related to Order Management/Processing, Fraud Operations, Real time Analysis, Incident Management.
  • Actively worked as a Real time analyst which required managing SVL's, tracking Schedule Adherence, monitoring Agent Staffing, Queue Monitoring, Work Allocation, Outages, Business Operations, Client relations.
  • Working on cloud related tools for Queue Monitoring such as Amazon Connect & Salesforce.
  • Majorly involved in Incident Management/ Ticketing (Tool used are SysAid and JIRA).
  • Maintained real time records and being in close contact with technical departments and clients to provide updates.
  • Developed reports detailing operational performance, trends, costs, productivity.
  • Analyzed operational data to identify trends and areas for improvement.
  • Implemented new processes to streamline daily tasks, resulting in increased efficiency.
  • Collaborated with other departments to develop solutions that addressed operational issues across the organization.
  • Completed various reports and analyzed each report to decide where improvements could be made.
  • Participated in strategic planning sessions to contribute to long-term operational goals.

Account Executive - Payables and Receivables

AGS Healthcare Pvt Ltd
Hyderabad
06.2017 - 04.2018
  • Worked as an Account Receivable for Physician and Hospital claims (CMS1500 & UB04) under different process related to healthcare.
  • Worked under PCI compliance are with high-end secured data processing.
  • Targets achieved on-time and received multiple rewards and recognition.
  • Recognized as top performer in the team & process during all the quarters.
  • Maintained 95% quality and 98% production levels.

Education

MBA - Human Resources

Vishwa Vishwani School Of Business
Hyderabad, Telangana
04.2019

B.Sc - Electronics

Bhavans Vivekananda Degree College
Hyderabad, Telangana
04.2017

Intermediate - Maths, Physics, Chemistry

Bhavans Sri Aurobindo Jr College
Secunderabad, Telangana
04.2014

Skills

  • Workforce & Schedule Management
  • Real-Time Performance Monitoring
  • Stakeholder Communication & Collaboration
  • Process Optimization & SOP Development
  • Incident management
  • Stakeholder communication
  • Process improvement
  • Trend analysis
  • Client relations
  • Resource optimization
  • SQL Queries, Tableau, Salesforce
  • JIRA (Ticketing tool)
  • AWS (Amazon connect)
  • ASPECT

Personal Information

Hobbies: Playing Badminton, Fitness enthusiast, Crossfit athlete

Certification

  • Lean six sigma (Yellow belt)
  • Certified in Tableau
  • Certified in Python & SQL

Timeline

Sr. WFM Intraday/Realtime & System Analyst

Electronic Arts & Games India Pvt Ltd
01.2022 - 05.2025

WFM Global Operations Specialist

Sears IT & Management Services India Pvt Ltd
05.2018 - 12.2021

Account Executive - Payables and Receivables

AGS Healthcare Pvt Ltd
06.2017 - 04.2018

MBA - Human Resources

Vishwa Vishwani School Of Business

B.Sc - Electronics

Bhavans Vivekananda Degree College

Intermediate - Maths, Physics, Chemistry

Bhavans Sri Aurobindo Jr College

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Elangovan Sunil