Overview
Summary
Skills
Work History
Education
Objective
Hobbies
Objective
Hobbies
Generic
SUSHMA SHAW

SUSHMA SHAW

Process Developer
Hyderabad,Telangana

Overview

3
3
Languages
4
4
years of professional experience
7
7
years of post-secondary education

Summary

Real-Time Analyst with the experience in Coordinating appropriate staffing allocation and availability of the organization staff in order to achieve key performance objectives, and also Monitoring and proactively recommending and coordinating staffing adjustments to meet changing trends and business drivers in conjunction with Operations and Support Teams.

Skills

Workforce Management, Effective organizational, multi-tasking, and prioritization skills, Excel and PowerPoint

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Work History

Process Developer

Genpact India Private Limited
Hyderabad, Telangana
10.2019 - Current
  • Assist Work Force management with call flow analysis and suggestions.
  • Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues.
  • Create daily/weekly/monthly reports and undertake intraday reporting.
  • Send out hourly performance updates including interval and intraday SL, LA, % to forecast, ASA, and callouts.
  • Monitor associates real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management.
  • Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment.
  • Working with numbers, data analysis and reporting.

Process Associate

Concentrix
Kolkata, West Bengal
03.2018 - 12.2018
  • Communication to Customer Care Manager in relation to all customer care & support issues
  • Provide troubleshooting assistance to customers
  • Continuing improvement to customer care administration and work methods
  • Frontline Customer Care for the company both email and phone work
  • Provide troubleshooting assistance to customers
  • Answer customer inquiries, providing professional assistance to customers on every call

Education

Bachelor of Science -

East Calcutta Girls College
Kolkata
05.2015 - 02.2018

Higher Secondary -

Annada Sundari Hindu Balika Vidyapith
Kolkata
04.2013 - 04.2015

Secondary

Annada Sundari Hindu Balika Vidyapith
Kolkata
03.2011 - 03.2013

Objective

Seeking a Real-Time Analyst position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.

Hobbies

Reading storybooks, Gardening, Dancing. Travelling. Spending time with family and friends.

Objective

Seeking a Real-Time Analyst position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.

Hobbies

Reading storybooks, Gardening, Dancing. Travelling. Spending time with family and friends.

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SUSHMA SHAWProcess Developer