Irfan Ahamad
Chennai
Summary
To obtain a challenging Workforce Analytics position within a progressive organization where I may utilize my project, process, and performance management expertise; my keen technical & analytical skills; and strong communication and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Assoc-Workforce Analytics
Sutherland Global Service Pvt. Ltd.
Chennai
01.2021 - Current
- Responsible for Managing the call volume, daily attendance and program break schedules
- Maintained records of employee absences, tardiness, and other time-related issues.
- Assist with creation of metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce bi-hourly, daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements.
- Assist with projects and other duties as requested or assigned.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Provided technical support for internal software applications used for tracking employee hours.
- Monitored employee attendance records to ensure adherence to company policies.
- Conducted regular meetings with stakeholders to discuss WFM strategies and objectives.
Customer Care Executive
Sheenlac & Jenson and Nicholson Pvt Ltd.
Chennai
11.2019 - 11.2020
- Responsible for overall management of Distribution sales & Customer service PAN India
- Develops the chain of dealers, distributors, Alternative channel & retailers
- Formulation and execution of Sales & Distribution Strategies via call center operations
- Driving the OTIF (on time in full) for Retail & Industries through and self -designed automated system
- Leading, training & monitoring the performance of team in Sales, Customer service and retention function to achieve functional KRAs
- Responsible for DMS (Distribution management system) application and revenue generation
- Dealer / Retailer / Painters Focus product retention and sales PAN India
- New Business development via online sourcing for overseas & non coverage area business
- ROL (Reorder level) of Secondary sales stock for Distributors & Branch
- CN / DN & Scheme verification and payment posting in DMS PAN India Responsible for Sales PJP & Geotagging in Android app PAN India
- Tracking and monitoring field sales team / Secondary sales performance via Pep-up App
- Responsible for CSI (Customer satisfaction) / Product & Service-related complaints
- Part of the management team for all new technology applications and system development
- Responsible for business development in India Mart & Painters loyalty program.
Process Executive
India Shoe Pvt. Ltd.
Chennai
06.2019 - 10.2019
- Organizing sales visit
- Entering data into database software and checking to ensure the accuracy of the data that has been inputted
- Resolving Discrepancies in information and obtaining future Information for incomplete documents
- Responding to information Request from authorized member
- Establishing New business.
Sales Executive
Shah Nawaz Mobiles
12.2016 - 05.2018
- Preparing and sorting documents for Data Entry
- Demonstrating and presenting products
- Testing new database system and software
- Maintaining accurate Record
- Negotiating contracts and packages
- Aiming to achieve monthly and annual targets.
Education
BACHELOR OF ARTS IN ENGLISH(H) -
ANNAMALAI UNIVERSITY
06.2022
Skills
- MS Office Suite
- IEX BI Schedule Management
- Work Planning and Privation Resource Planning
- IEX Scheduler
- IEX Total View Database Systems
- Data Warehousing
- Advanced Excel
- Business Intelligence
- Geographic Trend Tracking
- Documentation
- KPI Tracking
- Multitasking
- BI Dashboards
- Data and Analytics
- Schedule Management
Certification
- Business Intelligence using Power BI, 09/2023
- Operational Finance for Leaders, 05/2021
Languages
- English, Full Professional Proficiency
- Hindi, Full Professional Proficiency
- Tamil, Full Professional Proficiency
Awards
- Amazon SPS Best Performer of 2nd Quarter, 08/2022, Sutherland Global Service Pvt. Ltd.
- Amazon SPS Good Call Handled in July month, 07/2022, Sutherland Global Service Pvt. Ltd.
- Amazon SPS Good Call Handled in August month, 08/2022, Sutherland Global Service Pvt. Ltd.
- Amazon SPS Good Call Handled in June month, 06/2022, Sutherland Global Service Pvt. Ltd.
Hobbies and Interests
- Books
- Chess
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Timeline
Sr. Assoc-Workforce Analytics
Sutherland Global Service Pvt. Ltd.
01.2021 - Current
Customer Care Executive
Sheenlac & Jenson and Nicholson Pvt Ltd.
11.2019 - 11.2020
Process Executive
India Shoe Pvt. Ltd.
06.2019 - 10.2019
Sales Executive
Shah Nawaz Mobiles
12.2016 - 05.2018
BACHELOR OF ARTS IN ENGLISH(H) -
ANNAMALAI UNIVERSITY
- Business Intelligence using Power BI, 09/2023
- Operational Finance for Leaders, 05/2021
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