Summary
Overview
Work History
Education
Skills
ACHIEVEMENTS
Certification
Timeline
Generic
Mohammed Tajmul

Mohammed Tajmul

Bangalore

Summary

Highly skilled Workforce Management (WFM) professional with 3 years of experience in real-time analysis, workforce planning, and access management. Proficient in optimizing workforce efficiency through accurate forecasting, scheduling, real-time monitoring, and access control. Experienced in ensuring data integrity, adhering to compliance standards, and
supporting secure user access. Adapt at utilizing WFM tools, analyzing performance metrics, and driving continuous improvement to meet service level agreements (SLAs) and key performance indicators (KPIs).

Overview

6
6
years of professional experience
1
1
Certification

Work History

WFM Analyst

PhonePe Pvt Ltd
Bangalore
02.2022 - Current
  • Real Time Monitoring/Queue Monitoring/TAT Monitoring
  • Publishing Hourly Productivity reports and Publishing opening and closing dashboard
  • Monitored intraday performance metrics, including service levels,
    occupancy, and adherence, ensuring operational targets are consistently
    met.
  • Analyzed performance data and prepare detailed reports on occupancy.
  • Collaborated with IT and operations teams to maintain secure access,
    resolve permissions issues, and handle escalations adherence, shrinkage, and other KPIs.
  • Created reports on daily, weekly and monthly basis.
  • Evaluated potential impact of changes in processes or technologies on workforce utilization.
  • Developed forecasting models using historical data and trends to generate accurate projections.

Executive (Operations)

STARTECK PVT LTD
Bangalore
10.2019 - 06.2021
  • Providing Customer Support and Handling the Queries & Grievance of Customers
  • Handleing Social Media Escalations
  • Solving the cases (emails) in the given TAT
  • Arranging Test drives as per customer convenience and location
  • Registering Customer Complaints against Service Provider or Product
  • Attending Escalation Chats of customers & arranging response from resolution cell
  • Contacting to Service Providers whenever customer is not getting resolution for the complaints
  • Creating Dashboard
  • Ageing Reports and Productivity reports
  • Providing Floor Support to Executives whenever required
  • Shadowing Supervisor Responsibilities In Their Absence

Education

BBA - Business Administration

CMR INSTITUTE OF MANAGEMENT STUDIES (AUTONOMOUS)
Bangalore
06-2019

PUC -

AT. STACEY PU COLLEGE
Bangalore
06-2015

SSLC -

ST. ALOYSIUS HIGH SCHOOL
Bangalore
05-2013

Skills

  • Workforce Management Tools: [Verint, IEX]
  • Identity Management Platforms: [Google suite, JIRA}
  • Data Analysis: Excel (Advanced), Power BI
  • Reporting and Dashboarding Tools: [Google Sheets]
  • Compliance Standards: SOC, MOC
  • CRM Platforms: [Salesforce,Freshdesk,
    Ubona]
  • MS Office (Word, Excel, PowerPoint)
  • Schedule optimization

ACHIEVEMENTS

  • Real-Time Analyst: Reduced SLA breaches by 20% through proactive
    intraday adjustments
  • Planner: Created data-driven workforce schedules that improved
    resource utilization by 18%
  • Access Management: Streamlined user access processes, cutting
    resolution time for access requests by 30%

Certification

  • Skipper
  • Tally
  • MS Excel

Timeline

WFM Analyst

PhonePe Pvt Ltd
02.2022 - Current

Executive (Operations)

STARTECK PVT LTD
10.2019 - 06.2021

BBA - Business Administration

CMR INSTITUTE OF MANAGEMENT STUDIES (AUTONOMOUS)

PUC -

AT. STACEY PU COLLEGE

SSLC -

ST. ALOYSIUS HIGH SCHOOL
Mohammed Tajmul