Summary
Overview
Work History
Education
Skills
Projects And Process Improvements
Timeline
Generic

Hemakanth M

WorkForce Management
Hyderabad

Summary

Real-Time Analysis Professional with robust expertise in workforce management, data analysis, and forecasting. Proven track record of optimizing operational efficiency and supporting team success through adaptive strategies. Strong analytical skills, attention to detail, and collaborative mindset drive consistent results in dynamic environments. Proficient in utilizing performance metrics and real-time data to inform decision-making and improve service delivery.

Overview

7
7
years of professional experience
2022
2022
years of post-secondary education

Work History

Real-Time Analyst, Workforce Management

Amazon
06.2022 - Current
  • Monitor real-time adherence, agent activity, and queue health to ensure SLA compliance.
  • Coordinate shift adjustments and escalation handling with operational teams.
  • Maintain dashboards and real-time performance metrics using Excel and internal tools.
  • Serve as a liaison between WFM, operations, and vendor teams to support intraday workforce planning.
  • Designed and deployed a real-time escalation tracker using SharePoint.
  • Onboarded and implemented the 'Connect Hybrid' tool across teams without service disruption.
  • Delivered weekly performance reports to business leaders, highlighting workforce utilization.
  • Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.

Business Specialist

Amazon
09.2020 - 06.2022
  • Managed large business accounts across NA, and EU marketplaces for order validation.
  • Collaborated with support teams and customers to ensure legal and policy compliance.
  • Mentored new hires and supported ramp-up with process training and SOP reviews.
  • Use tools like SQL, Excel, or Python to extract and interpret key metrics.
  • Build dashboards and reports to highlight abuse types, volumes, and trends.
  • Identify patterns of abusive behavior (e.g., account misuse, fraud, spam)

Transaction Risk Investigator

Amazon
10.2018 - 09.2020
  • Conducted complex fraud investigations, including phone/email verifications and pattern analysis.
  • Proposed and implemented SOP changes for COVID-19 and cost-efficient tool usage.
  • Saved $200+ weekly by optimizing search tool usage in LXNX process flow.
  • Conducted thorough investigations for suspicious transactions, reducing financial risks and potential losses.
  • Collaborated with cross-functional teams to improve fraud detection strategies and minimize organizational risk exposure.

Education

MBA -

Herzing University
USA
01-2016

B.Tech - Computer Science

IARE
Hyderabad, India
01.2009 - 01.2013

Intermediate - undefined

Sri Chaitanya Junior College
01.2007 - 01.2009

SSC - undefined

St Mark's High School

Skills

  • NICE IEX
  • Aspect
  • Alvaria
  • SQL
  • Salesforce
  • Microsoft Excel
  • PowerPoint
  • Google Sheets
  • SharePoint
  • Scheduling management

Projects And Process Improvements

  • Built headcount utilization dashboards that improved workforce visibility and planning accuracy.
  • Partnered with business stakeholders to streamline reporting and root cause analysis for underperforming teams.
  • Spearheaded internal SOP change initiatives adopted globally across fraud and risk teams.

Timeline

Real-Time Analyst, Workforce Management

Amazon
06.2022 - Current

Business Specialist

Amazon
09.2020 - 06.2022

Transaction Risk Investigator

Amazon
10.2018 - 09.2020

B.Tech - Computer Science

IARE
01.2009 - 01.2013

Intermediate - undefined

Sri Chaitanya Junior College
01.2007 - 01.2009

SSC - undefined

St Mark's High School

MBA -

Herzing University

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