Shivani Thakur
Advisor Resource Management
Gurgaon,Haryana
Summary
Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Resource Management and Forecasting and Capacity Planning. Motivated to learn, grow and excel in organization.
Resource Management role with over 11 years of successful experience in Work force Management, Forecasting, Capacity Planning, Real time Management, BCP Management, efficient to work in ambiguous environment. Recognized consistently for performance excellence and contributions to success in OSP Management. Strengths in Vendor Management and planning. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of post-secondary education
14
14
years of professional experience
Work History
Global Advisor Resource Management
Dell Technologies
Gurgaon, Haryana
03.2021 - Current
- Outsourced Partner Management Advisor for Basic (Americas business (commercial, consumer) NA, LA, Brazil
●Continuation to my previous role, I took up the ownership of a Global Advisor for the OSP business from WFM recently, post the new transition in the business. (Leadership Team)
● Contributed in Many Projects during my 2+ years of Tenure, to name a few (Agent Handle time, OCW, Tableau, BFCM, Aceyus OSP Launch, Auto Mod, SFDC Launch, DCEC 02 launch for OSP network etc.
Currently working on DOW automation Global
Lead Standardization of the OSP process WFM (Across Amer Region and EMEA)
Transition DB business to OSP network to mitigate the impact on Capacity due to the COVID Impact across Amer (Brazil and NA both, Chat, Voice and email Managing the BCP incidents (Network outage, Typhoon impact, PH, Covid impact, Tracking WFH enablement in OSP. - Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Used coordination and planning skills to achieve results according to schedule.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Resolved problems, improved operations and provided exceptional service.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Carried out day-day-day duties accurately and efficiently.
- Retool and enhance scheduling, forecasting, and real-time management methods by implementing new systems, processes, and procedures.
- Produce workload forecasts as granular as a thirty-minute interval view and as aggregated as an annual view.
- Capability to accurately forecast workload demands for chat, email, SMS, phone, and other contact methods.
- Manage workforce across several locations to be aligned with workload demands.
- Generate, evaluate, and ensure accurate schedules are in the WFO system.
- Provide real-time monitoring and make intra-day adjustments to maximize resource efficiency to achieve goals.
- Maintain constant communication with operations teams and coordinate staffing.
- Build daily reporting detailing currently scheduled staff versus forecasted workload (Schedule Quality Index SQI) and provide recommended schedule moves to align staff to workload.
- Provide daily readout on performance to leadership detailing what was planned, what happened, and what was done to drive success.
SR. Analyst Resource Management
Dell Technologies
Gurgaon, Haryana
01.2016 - Current
- Exceeded goals through effective task prioritization and great work ethic.
- Outsourced Partner Management Advisor for (Americas business (commercial, consumer) LA, Brazil, EMEA)
●Kept track of performance, Head count, Publishing Allocations (DOWs) for 83 queues, creating performance scorecards, managing the queues during the Downtime by seeking help from other sites. Standardization for all type of reports, for all the partners Global, this helped sites in driving the numbers for the queues effectively. Handling Four Different Partners in 11 sites with approximately 8000 Headcount in total, handling 83 queues. Calling out the capacity risk, by keeping a close check on the attrition, coordinating with the OSP team to understand the capacity challenges and advise to hire/plan movements as per the volume requirement.
●Played an important role in launching the queues, Ramping sites during transitions
● Coordinating with OSP management teams and Global team to alleviate service level risk during planned outages. Solving day-to-day service level issues with the OSPs.
●Worked on separating queues, managing execution against real-time volume plans, doing closed-loop-corrective-action exercises when something went wrong, and then continuing to manage the separate queues as they stabilized. This helps in managing the SL and customer experience across all the queues and manage the capacity adequately.
● Through the year, engaged on over a dozen planned outage engagements, nearly all were handled without service level degradation, and the one that did had to do with a prolonged BCP outage due to a week-long BCP event that included days’ worth of civil unrest.
WFM Analyst
Dell Technologies
Gurgaon, Haryana
01.2013 - 01.2016
- Manged Dell Badge Business as CCO Analyst, all Amer Queue’s All three channels, included Scheduling, rollover, capacity discussion, outlook discussion, real time management Adhoc request.
- Worked on Projects like reducing email traffic by designing SharePoint portal for one stop solution, stacks, Leave Management and tickets logging system.
- Worked alongside global business leader to deploy new training strategies.
- Assisted senior management with making key decisions by developing and submitting performance reports with status updates and improvement recommendations.
Analyst
Dell Technologies
Gurgaon, Haryana
01.2009 - 01.2013
- Identified and resolved problems through root cause analysis and research.
- Evaluated and adopted new technologies to address changing industry needs.
- Researched and recommended process improvements designed to mitigate operational and financial risk.
- Documented procedures and business processes and shared information with appropriate stakeholders.
Customer Retention Officer
India Today Group
Noida, U.P
03.2007 - 03.2009
- Used coordination and planning skills to achieve results according to schedule.
- Handling Subscription Related Disputes. Worked for Harvard Business Review and Scientific American Magazines.
Education
Bachelor of Engineering (last Year Drop Out) - Electronics And Telecommunication
I.E.T.E
New Delhi 01.1999 - 01.2003
Associate of Arts - Bachelor of Arts
CMJ University
Shillong 01.2011 - 01.2015
SQL Oracle 9i - SQL Oracle 9i
SQL Oracle 9i
HCL 01.2013 - 07.2013
ITIL - ITIL
ITIL
New Delhi 01.2015 - 02.2015
Skills
Staffing Resource Management
Timeline
Global Advisor Resource Management
Dell Technologies
03.2021 - Current
SR. Analyst Resource Management
Dell Technologies
01.2016 - Current
ITIL - ITIL
ITIL
01.2015 - 02.2015
WFM Analyst
Dell Technologies
01.2013 - 01.2016
SQL Oracle 9i - SQL Oracle 9i
SQL Oracle 9i
01.2013 - 07.2013
Associate of Arts - Bachelor of Arts
CMJ University
01.2011 - 01.2015
Analyst
Dell Technologies
01.2009 - 01.2013
Customer Retention Officer
India Today Group
03.2007 - 03.2009
Bachelor of Engineering (last Year Drop Out) - Electronics And Telecommunication
I.E.T.E
01.1999 - 01.2003
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