Shailesh Damodar Vernekar
Summary
Dynamic and detail-oriented Workforce Management & Business Analyst Professional with over 14 years of progressive experience in BPO operations, WFM strategy, business analytics, and process optimization. Proven expertise in capacity planning, resource forecasting, service delivery enhancement, and KPI-driven insights. Adept at leading teams, managing large-scale workforce structures, and driving operational excellence across cross-functional units.
Knowledgeable with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
18
18
years of professional experience
Work History
Food & Beverage Operational Assistant
The Oberoi Cecil
12.2006 - 08.2007
- Supported accounting functions by accurately tracking expenses and revenues related to food and beverage operations.
- Coordinated special events, creating memorable experiences for guests attending parties or celebrations.
- Assisted in inventory management for optimal stock levels and minimized wastage.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Team Leader Butler Services
Taj Lands End
11.2007 - 10.2009
- Manage highly personalized service to guests, anticipating their needs and preferences, and ensuring a seamless and luxurious stay . Primary point of contact, handling various requests, managing guest rooms, and coordinating with other hotel departments to fulfill guest needs.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
BPMI Manager
Capita India Pvt Ltd
03.2022 - 12.2024
- Led planning team responsible for forecasting, scheduling, and headcount reconciliation.
- Delivered weekly capacity planning for India GEO to optimize workforce distribution.
- Supported BID Management team with manpower sizing and modeling for RFPs.
- Improved operational KPIs by monitoring forecast accuracy and real-time performance.
WFM Manager
1Point1 Solutions Ltd
01.2019 - 03.2022
- Developed WFM strategies enhancing client satisfaction and service levels.
- Managed workforce efficiency for 2,500+ employees across PAN India sites.
- Delivered actionable intelligence through daily/weekly/monthly analytics.
- Collaborated with business units to drive SLA adherence and reduce attrition.
Business Analyst
Tata Business Support Services Ltd, Mumbai
03.2015 - 01.2019
- Led pricing strategy and financial modeling for contact center services.
- Managed RFP/RFI processes and competitive benchmarking.
- Conducted win/loss analyses quarterly for senior management reviews.
WFM Administrator
WNS Global Services Pvt Ltd
11.2009 - 07.2012
- Balanced workloads across centers to ensure SLA achievement.
- Enhanced customer satisfaction through improved WFM processes.
Contact Centre Operations Supervisor
Serco Pvt Ltd
07.2014 - 03.2015
- Enhanced IVR design for 3–5% improvement in self-service containment.
- Optimized forecasting for better agent utilization and cost control.
Workforce Analyst Manager
Sutherland Global Services Pvt Ltd
12.2013 - 07.2014
- Implemented WFM systems and dashboards to improve operational insights.
- Developed staffing models reducing labor costs and abandonment rates.
Dialer Administrator
Accenture Pvt Ltd
08.2012 - 12.2013
- Maintained dialer compliance while maximizing outbound campaign effectiveness.
- Generated reports to support campaign tuning and success rates.
Education
Bachelor of Hotel Management & Catering Technology -
Dharwad University
01.2006
12th HSC - undefined
Pune Board
01.2002
10th SSC - undefined
Pune Board
01.2000
Skills
- WFM Tools: SAP, BluePumpkin, Aspect WFM, Avaya CMS, CME
- Analytics & Reporting: Business Objects, MS Excel (Advanced), PowerPoint, MS-Access, Advanced MS Office Suite
- Others: Strong analytical and problem-solving skills, cross-functional collaboration
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Staff management
- Documentation and reporting
Personal Information
English, Hindi, Marathi, Kannada, Konkani
Accomplishments
- Certificate of Excellence
- Issued by Tata Business Support Services Ltd
- Jun 2017.
Additional Information
Industrial Training during BHM at reputed Hotels:
• Taj Residency, Bangalore.
• The Residency, Mumbai
• Kohinoor Continental, Mumbai.
Timeline
BPMI Manager
Capita India Pvt Ltd
03.2022 - 12.2024
WFM Manager
1Point1 Solutions Ltd
01.2019 - 03.2022
Business Analyst
Tata Business Support Services Ltd, Mumbai
03.2015 - 01.2019
Contact Centre Operations Supervisor
Serco Pvt Ltd
07.2014 - 03.2015
Workforce Analyst Manager
Sutherland Global Services Pvt Ltd
12.2013 - 07.2014
Dialer Administrator
Accenture Pvt Ltd
08.2012 - 12.2013
WFM Administrator
WNS Global Services Pvt Ltd
11.2009 - 07.2012
Team Leader Butler Services
Taj Lands End
11.2007 - 10.2009
Food & Beverage Operational Assistant
The Oberoi Cecil
12.2006 - 08.2007
12th HSC - undefined
Pune Board
10th SSC - undefined
Pune Board
Bachelor of Hotel Management & Catering Technology -
Dharwad University
Disclaimer
I, Shailesh Damodar Vernekar, solemnly declare that the information provided in this Curriculum Vitae is true, complete, and accurate to the best of my knowledge. I understand that any misrepresentation or omission may result in disqualification from employment or other adverse consequences. I further declare that the attached documents, certificates, and references are authentic and properly represent my academic and professional achievements. Date: April 2025 Place: Mumbai
Hobbies and Interests
Music, Traveling, Running, Technology
Disclaimer
I, Shailesh Damodar Vernekar, solemnly declare that the information provided in this Curriculum Vitae is true, complete, and accurate to the best of my knowledge. I understand that any misrepresentation or omission may result in disqualification from employment or other adverse consequences. I further declare that the attached documents, certificates, and references are authentic and properly represent my academic and professional achievements. Date: April 2025 Place: Mumbai
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