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

Business Forecasting

Schedule Coordination

Microsoft Office

Customer Service

Coordination

Operations Analysis

Effective Multitasking

Time Management

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