Summary
Work History
Skills
Academic Qualification
Timeline
Generic

Namitha Srikanth

Workforce Planning Associate
Bangalore,Karnataka

Summary

Dedicated Workforce Management Analyst with 2 years of experience optimizing operational efficiency and enhancing workforce productivity. Strong analytical skills combined with a keen understanding of industry best practices. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking to contribute expertise in workforce optimization and analytics to drive operational excellence.

Work History

Workforce Planning Associate

Kyndryl Solutions Private Limited
09.2021 - 09.2023
  • Creating daily reports of shrinkage, account dashboard and agent metrics for Airbus and wood group using Five9 tool.
  • Creating daily reports in excel -Shrinkage, Account dashboard, Daily staffed hours and Agent dashboard for National Australia Bank (NAB) Ø using Amazon connect tool and Singapore Airlines (SIA) using Five9 tool.
  • Maintaining weekly schedule adherence & utilization reports
  • Creating weekly roster and managing shift timings as per the call volume forecast
  • Queue & Break management on real time basis day on day.

Email Tech Support National Australia Bank (NAB) & IMAC coordinator

IBM India Pvt Ltd
09.2019 - 08.2021
  • Managed the NAB mailbox and ensured the emails are actioned based on priority
  • Coordinated with different resolver groups to get the technical issue resolved
  • Arranged callbacks from technicians and booking meeting rooms for NAB employees
  • Coordinated with different resolver group for hardware requests for TRUEnergy Australia employees
  • Managed onsite technicians in Australia to complete the hardware requests
  • Maintained the billing file month on month for the cost involved in hardware requests and worked with the cost center manager and the billing team
  • Maintained zero escalations from clients.

IMAC coordinator National Australia Bank (NAB)

IBM India Pvt Ltd
02.2017 - 09.2019
  • Coordinated with different resolver group for hardware and software requests for NAB employees
  • Managed remote technician to complete the software installations
  • Managed the onsite technicians to complete the hardware request successfully
  • Managed the break fix requests based on priority and got it actioned by resolver groups
  • Maintained zero escalations from clients.

Advanced Resolution Expert

Dell International Services Pvt Ltd
07.2005 - 06.2010
  • Providing Voice based Software solution to customers using Dell desktop and laptops
  • Providing fee based support to customer from UK and Ireland
  • Selling parts and warranty to customer as per there requirement under total solutions
  • Ensuring customer resolution and meeting the CE targets set by business
  • Providing free support to Commercial customer.

Technical Support Engineer

VCustomer Services India Pvt
02.2003 - 05.2005
  • Providing voice based technical support for an inbound process for customers in United States of America, supporting operating systems windows 98, ME, 2000, XP and XP professional
  • Providing product knowledge to customers and helping customers in installation of products such as printers, scanners and camcorders
  • Ensuring customer satisfaction and total problem resolution on each call.

Skills

    Data Analysis

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Academic Qualification

B.Tech in Architectural Engineering

Timeline

Workforce Planning Associate

Kyndryl Solutions Private Limited
09.2021 - 09.2023

Email Tech Support National Australia Bank (NAB) & IMAC coordinator

IBM India Pvt Ltd
09.2019 - 08.2021

IMAC coordinator National Australia Bank (NAB)

IBM India Pvt Ltd
02.2017 - 09.2019

Advanced Resolution Expert

Dell International Services Pvt Ltd
07.2005 - 06.2010

Technical Support Engineer

VCustomer Services India Pvt
02.2003 - 05.2005

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Namitha SrikanthWorkforce Planning Associate