Marshal Miranda
Mumbai
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
14
14
years of professional experience
Work History
WFM Analyst
Teleperformance India PVT LTD
10.2019 - Current
- Reduced employee absenteeism with proactive monitoring and management of attendance records.
- Actively sought feedback from employees and managers, utilizing insights to refine WFM strategies and enhance overall employee satisfaction.
- Ensured compliance with labor laws and regulations through meticulous tracking of work hours, overtime calculations, and paid time off accruals.
- Managed overtime, shift swaps, breaks and PTO requests.
- 10% call handling throughout the day with each state allocated sites.
- Taking controls on employee Time card Punches which should consider in Redline report.
- Preparing the employee Vacation report on daily bases on Excel Sheet.
- Prepare the site allocation and have to upload on drive at the EOD.
- Process 40 hours report on every forth night for the employee.
Customer Care Representative
ETISALAT Company
04.2019 - 10.2019
- Worked with Teleperformance India PVT Limited
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
Self-owned company
Mondal Insulation
01.2017 - 07.2018
- 1 Year 7 Months Experience
- Delivered high-quality workmanship by mastering the installation techniques for various insulation products.
- Worked with variety of insulation material types in residential and commercial settings.
- Collaborated with construction teams to ensure timely completion of insulation projects.
- Reduced energy costs for clients with proper installation of various insulation types, such as fiberglass, cellulose, or spray foam.
Housekeeping Room Attendant
The Oberoi Hotel Mumabi (FIVE*)
11.2014 - 04.2016
- 1 Year 2 Months Experience
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
Front Office, Food & Beverage and Housekeeping
Fariyaz Hotel Mumbai (FOUR *)
12.2010 - 04.2013
- 5 Months Experience
Education
T.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
S.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
F.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
H.S.C -
Maharashtra State Board, Swami Vivekanand Junior College(W)
S.S.C -
Maharashtra State Board, ST. Sebastain High School
Skills
- Positive
- Discipline
- Honest
- Willing to Work & Helpful
- Microsoft Excel
- Data Collection & Research
- Resolving issues
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking Abilities
- Organizational Skills
- Goal Setting
- Adaptability
Languages
English
Hindi
Marathi
Weaknesses
- Technical Skills
- Efficiency Strategic & Reviews
Achievements and experience
- Certificated in computer basic.MS-CIT., Knowing of the computer basic knowledge.
- Certificated in MICROSOFT OFFICE., Knowledge of the MICROSOFT OFFICE application.
- Certificated in software application., Knowledge of the software application and resolving the application.
- Certificated in hardware., Knowledge of the computer parts.
- Certificated in A++ and N++., Knowledge of the software and Networking application.
- Ongoing, Certificated in Mumabi University VIP Service., STILL WORKING ON THE COMPUTER TECHIQUES FROM HOME GROUP.
Area of responsibility
Can maintain the Outlook Mails receiving forwarding on given Periodic status etc. Skill/Nature: Adaptation nature good interpersonal skill working in a team member and turning into team leader.
Personal Information
- Hobbies: Playing Football, Hockey, Carom, Cricket, Reading newspaper, story books, listening Music
- Father's Name: Anthony D. Miranda
- Blood Group: B+
- Date of Birth: 04/26/91
Disclaimer
I hereby declare that the abovementioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
WFM Analyst
Teleperformance India PVT LTD
10.2019 - Current
Customer Care Representative
ETISALAT Company
04.2019 - 10.2019
Self-owned company
Mondal Insulation
01.2017 - 07.2018
Housekeeping Room Attendant
The Oberoi Hotel Mumabi (FIVE*)
11.2014 - 04.2016
Front Office, Food & Beverage and Housekeeping
Fariyaz Hotel Mumbai (FOUR *)
12.2010 - 04.2013
T.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
S.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
F.Y. BSc (HS) -
Mumbai University, RPH College, Kurla (E).
H.S.C -
Maharashtra State Board, Swami Vivekanand Junior College(W)
S.S.C -
Maharashtra State Board, ST. Sebastain High School
Similar Profiles
Jesse JawaharJesse Jawahar
Sr Manager / Director Quality Assurance at Teleperformance India Pvt LTDSr Manager / Director Quality Assurance at Teleperformance India Pvt LTD
Ryan DasRyan Das
Assistant Manager - HR at Teleperformance India Pvt LtdAssistant Manager - HR at Teleperformance India Pvt Ltd
Revathy MunusamyRevathy Munusamy
Team Lead Finance and Accounts at Teleperformance India Pvt LtdTeam Lead Finance and Accounts at Teleperformance India Pvt Ltd
Prashob VengalathPrashob Vengalath
Infra Lead at Marcellus Investment Managers Pvt. Ltd.Infra Lead at Marcellus Investment Managers Pvt. Ltd.
Hemant GirkarHemant Girkar
Senior Officer, Branch Compliance & Audit at Sindhudurg Sahakari Bank Ltd.Senior Officer, Branch Compliance & Audit at Sindhudurg Sahakari Bank Ltd.