Sivaprakasam S
Chennai
Summary
Dependable WFM Analyst with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Also, a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
WFM Forecasting and Capacity Planning Analyst
Groupon Shared Services Private Limited
Chennai
01.2019 - Current
- Created detailed reports outlining the results of forecasting analyses for senior management review.
- Reviewed and assessed customer data in real-time to discover and immediately address errors and anomalies before issues occurred.
- Illustrated concepts with charts and graphs showing historical and forecasted trends.
- Analyzed historical data and customer trends to develop accurate forecasts of future demand.
- Performed ad hoc analysis as needed in response to changing business needs or external events.
- Assessed current infrastructure components for effectiveness in meeting business objectives.
- Developed comprehensive plans for resource allocation and project management.
- Monitored system performance for peak usage periods to determine if additional resources were needed.
- Coordinated with other departments to ensure optimal use of available resources.
- Addressed emergent issues and technical problems by assisting project planning staff with developing action plans and appropriate solutions.
Lead Merchant Operations
Groupon Shared Services Private Limited
Chennai
06.2013 - 01.2019
- Resolved customer concerns and answered questions to promote positive guest experiences.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved Merchant issues and implemented corrective actions to prevent recurrence.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Developed training materials for new team members related to customer service processes.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Senior Technical Support Executive
Sutherland Global Services Private Limited
Chennai
11.2009 - 05.2013
- Ensured compliance with quality standards set by the company when providing technical support.
- Diagnosed hardware and software issues on various platforms such as Windows, Mac OS X and Linux operating systems.
- Analyzed user feedback from surveys to identify areas where improvements can be made in terms of service delivery.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
- Assisted customers with troubleshooting network connectivity issues on their computers or other devices.
- Provided technical advice regarding the purchase of new products or services based on customer requirements.
- Created detailed documentation of technical problems encountered by customers and solutions provided.
- Evaluated software or hardware to recommend improvements or upgrades.
- Collaborated with internal teams such as engineering, sales and marketing to ensure a high level of customer satisfaction.
- Completed day-to-day duties accurately and efficiently.
Education
Professional Degree - Data Science And AI
360digiTMG
Bengaluru04-2024
Bachelor of Science - Hospitality And Hotel Administration
Tamilnadu Open University
Chennai04-2008
Associate of Science - Hotel Management And Catering Technology
Dr. MGR IIHMCT
Chennai04-2007
Skills
- Report Preparation
- Workflow Analysis
- KPI Analysis
- Issue Identification
- Root Cause Analysis
- Data Research and Validation
- Business Operations Analysis
- Analytical Thinking
- Process Improvements
- Evidence-Based Decision Making
- Project Management
- SQL and Databases
- Forecasting Ability
- Strategic Planning
- MS Excel
- Team Collaboration and Leadership
- Trend Analysis
- Data Processing
- Corrective Action Planning
- Bookkeeping
- Python Programming
- Data Analysis
- SQL
- Flexible Schedule
- Data Visualization and Presentations
- Tableau
- Business Needs Analysis
- Report Writing
Languages
Tamil
First Language
English
Advanced (C1)
C1
Certification
- "What is Data Science?" in Coursera - https://www.coursera.org/account/accomplishments/certificate/EFUSP42WUT4F
- "Tools for Data Science" in Coursera - https://www.coursera.org/account/accomplishments/certificate/UFS8L4XFN356
- "Data Science Methodology" in Coursera - https://www.coursera.org/account/accomplishments/certificate/746GM7F5LB3B
- "Business Analytics: Forecasting with Exponential Smoothening" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/aa873e51576cfee93a02f4cb9b1b771b39d3838bab484d0cd7b385d4b0f524e6
- "Business Analytics: Forecasting with Seasonal Baseline Smoothening" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/a2b8e23b1fc67bd0eb6d28d1956fdbe8958fbe1d2a2d0fcbf1005a6bb971aac9
- "Excel Data Analysis: Forecasting" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/7044f45849676666e54280e980017c8fa5fa2d0762c646ed6c864e94bf1b8867
- "Project Management Skills for Leaders" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/19ba72af0c81782ef588839937ad5528caee234f57a71f0bf199028b4a9994ea
Timeline
WFM Forecasting and Capacity Planning Analyst
Groupon Shared Services Private Limited
01.2019 - Current
Lead Merchant Operations
Groupon Shared Services Private Limited
06.2013 - 01.2019
Senior Technical Support Executive
Sutherland Global Services Private Limited
11.2009 - 05.2013
Professional Degree - Data Science And AI
360digiTMG
Bachelor of Science - Hospitality And Hotel Administration
Tamilnadu Open University
Associate of Science - Hotel Management And Catering Technology
Dr. MGR IIHMCT
- "What is Data Science?" in Coursera - https://www.coursera.org/account/accomplishments/certificate/EFUSP42WUT4F
- "Tools for Data Science" in Coursera - https://www.coursera.org/account/accomplishments/certificate/UFS8L4XFN356
- "Data Science Methodology" in Coursera - https://www.coursera.org/account/accomplishments/certificate/746GM7F5LB3B
- "Business Analytics: Forecasting with Exponential Smoothening" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/aa873e51576cfee93a02f4cb9b1b771b39d3838bab484d0cd7b385d4b0f524e6
- "Business Analytics: Forecasting with Seasonal Baseline Smoothening" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/a2b8e23b1fc67bd0eb6d28d1956fdbe8958fbe1d2a2d0fcbf1005a6bb971aac9
- "Excel Data Analysis: Forecasting" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/7044f45849676666e54280e980017c8fa5fa2d0762c646ed6c864e94bf1b8867
- "Project Management Skills for Leaders" in LinkedIn Learning - https://www.linkedin.com/learning/certificates/19ba72af0c81782ef588839937ad5528caee234f57a71f0bf199028b4a9994ea
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