Sanna Tejpal
Hyderabad,India
Summary
Accomplished professional with 13 years of contact center operations experience, specializing in project management, stakeholder engagement, and workforce optimization. Skilled in capacity planning, business process improvement, and supply chain strategies. Proficient in Microsoft Office, focused on driving operational efficiency and achieving organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work history
Assistant Manager - Operations (WFM)
Aligned Automation
Pune, Maharashtra
02.2025 - 11.2025
- Maintained capacity planning models by validating assumptions with Clients.
- Maintain schedules in EWFM tool for 500+ engineers.
- Produced WFM reports and recommended action plans to sustain healthy SLAs and productivity.
- Prepared staffing and scheduling to guarantee adequate workforce availability.
- Collaborated with Team Leads to drive Modernization activities within scheduling teams.
- Assessed staffing levels daily, monitoring attendance and schedule adherence.
- Built strong relationships with key stakeholders to achieve departmental objectives.
- Contributed to cross-department projects as directed by management.
Workforce Management Analyst
Deel
Hyderabad, India
07.2024 - 01.2025
- Monitored real-time workforce operations across global support teams to ensure SLA compliance and optimal resource utilization for 25+ queues in US region.
- Collaborated with cross-functional stakeholders to align staffing strategies with business needs and volume forecasts.
- Delivered actionable insights through performance dashboards and reporting tools to support strategic planning.
- Supported scheduling accuracy and adherence tracking, contributing to improved operational efficiency.
- Participated in workforce planning initiatives, including shift optimization and capacity Plan.
Workforce Management Senior Scheduler
Uber Technologies
Hyderabad , India
05.2022 - 06.2024
- Managing a headcount of 500+ employees working in India & South Asia Region. Create Schedules for the agents based on Heat maps and inflow pattern once they are finalized they are published on Nice tool for the agents to adhere.
- Preparing capacity plans and presenting them to the stakeholders in weekly calibration connect.
- Creating Path to Health and doing RCA for the queue that has backlogs or has been missing SLA for multiple weeks.
- Set and adjust the schedules to maintain maximum occupancy, efficiency, utilization and service levels.
Resource Management Analyst
Dell Technologies
Hyderabad, Telangana
10.2018 - 05.2022
- Analyzing contact center trends, including call volume, call patterns, staff productivity, attrition, resource allocation and real time adherence (RTA) For 500+ agents and 25+ queues in EMEA region.
- Monitoring inbound/outbound traffic and ensuring efficient distribution based on staff availability through Avaya/Aceyus Forecasting daily contact and technician availability using Aspect eWFM.
- Conduct weekly reviews with operations team to discuss business performance in the previous week and advice performance improvement plans for upcoming weeks.
- Planning & working on the holiday planning and queue closure procedures during bank holidays.
Supply Chain Specialist
Dell Technologies
Hyderabad, Telangana
06.2016 - 09.2018
- Supporting on High priority claims for US, EMEA & ANZ regions.
- Analyzing the extent of damage and work towards the solution in getting the claims processed by the carriers.
- Preparing weekly reports of claims filed Vs Claims paid by Carriers.
- Trained new hires on Freight claim process.
Supply Chain Associate
Dell Technologies
Hyderabad , India
05.2014 - 06.2016
- Handling carrier on hold reports and engage the stakeholders for a seamless delivery to the correct destination.
- Handling Missing / Wrong / Damaged queries from sales and customer care departments.
- Worked with the Carriers for Standardization in the procedures.
- Was a part of the Global fulfilment and logistics team when it was transitioned as a Control Tower Model.
Associate Customer Support
Bank of America
Hyderabad , India
07.2012 - 03.2014
- Worked as associate for banking process Providing customer support with all the finance and banking related queries.
- Manage Customer’s accounts and provide services as per customer requirement for unauthorised transactions, credit cards.
- Worked with different tools to get the customer issue fixed Provide timely resolution and Customer satisfaction.
Education
B.COM - Computer
St. Joseph Degree & PG College
Hyderabad, IndiaIntermediate - Commerce
St. Miras College
Pune, IndiaSkills
- Project management
- Stakeholder engagement
- Workforce optimization
- Capacity planning
- Business process enhancement
- Supply chain strategy
- Microsoft Office proficiency
- Staff scheduling
- Business intelligence tools
- Leadership skills
Certification
- Project Management Foundations
- Business Process Improvements
- Supply chain and operations
Language
English
Hindi
Accomplishments
Golden Ticket Award – Uber Technologies (2023)
Recognized for outstanding performance and contribution to Workforce Management initiatives, including scheduling optimization and SLA compliance.
Affiliations
- Travel & Exploring Cultures
- Fitness
- Volunteering & Community Work
Timeline
Assistant Manager - Operations (WFM)
Aligned Automation
02.2025 - 11.2025
Workforce Management Analyst
Deel
07.2024 - 01.2025
Workforce Management Senior Scheduler
Uber Technologies
05.2022 - 06.2024
Resource Management Analyst
Dell Technologies
10.2018 - 05.2022
Supply Chain Specialist
Dell Technologies
06.2016 - 09.2018
Supply Chain Associate
Dell Technologies
05.2014 - 06.2016
Associate Customer Support
Bank of America
07.2012 - 03.2014
B.COM - Computer
St. Joseph Degree & PG College
Intermediate - Commerce
St. Miras College