Thelma Rachel
Hyderabad
Summary
Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well organized and knowledgeable with top skills in problem solving and strategic decision-making. Prepared to offer 7+ years experience and seeking dynamic new position. Highly motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated to keeping optimal staffing levels to meet service needs. Skilled at delivering new-hire training on attendance issues, as well as monitoring workflow patterns and managing schedule changes. Writing detailed reports, maintaining tracking spreadsheets and generating forecasts.
Overview
5
5
years of professional experience
Work History
Work Force Specialist SME
Revolut
Bengaluru
03.2024 - Current
- Conducted regular meetings with staff to review progress and address any concerns.
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Identified opportunities for cost savings through process improvements in workforce management practices.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Generated ad hoc reports upon request from senior leadership team members.
WFM Specialist
Cognizant Technology Services
08.2019 - 03.2024
- Proactively provides a consolidated view of global HR Operations statistics through easy to understand and action oriented reports and visualization of key outcomes
- Manage daily time tracking reports (i.e
- Employee production time), review necessary changes, and report to leadership on trends or issues
- Reviewing productivity and efficiency data to identify areas of improvement
- Workforce Management Advocate to the Call Centers collaborating with the Team Managers and Operations Managers to achieve efficient and effective decisions (E.g
- Disciplinary tracking, Orgcharts, Organizational Hierarchy, Headcount…)
- Schedule creation for customer experience employees including internal and outsourced teams
- Support directly, alongside, adding and removing new hires and leavers from WFM systems
- Trend AHT and shrink at the interval level and ensure accurate trends are being utilized in interval demand requirement generation
- Schedule coaching, meeting, and training sessions as requested by Operations or client while limiting impact to Service Level goals (where and when applicable)
- Perform other assignments and activities as defined by management.
Proficient Workforce Analyst
- Adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans
- Well organized and knowledgeable with top skills in problem solving and strategic decision-making
- Prepared to offer 7+ years experience and seeking dynamic new position
- Highly motivated employee with desire to take on new challenges
- Strong worth ethic, adaptability and exceptional interpersonal skills
- Adept at working effectively unsupervised and quickly mastering new skills.
Senior Process Executive
Cognizant Technology Services
- Handling customer service issues/queries at an expert level over phone, email & chat, alongside helping my team as Subject Matter Expert
- Volunteered for pilot projects, like Video Verification, Google listings, Google ads from its inception up to the stability of the process
- Filling process gaps with necessary recommendations, updating KB's and resources
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices
- Led methodology development to outline basic process parameters for operations
- Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%
Data Analyst
Practo Technologies
- Develops trend reports relating to financial, health and community-level indicators to aid in decision making
- Make recommendations for process improvement and/or program design based on analysis
- Provides analysis of electronic data from various software applications to provide: QC documentation, problem identification, validation and collaboration with IS/CIS for correction as indicated
- Provides technical and application expertise to assist with process improvement and process changes to optimize MediTech functionality according to facility specific design
- Support clinical data acquisition, analysis and reporting efforts within the Clinical Informatics department
- Coordinates, performs downloads and creates documentation (Standard Work) for processes to complete outcome data summaries based on a report calendar for Performance Improvement Department and other departments as needed.
Education
Diploma in Business Management -
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
07.2024
Bachelor of Engineering and Technology -
Bharat Educational Society
01.2014
Bachelor of Engineering and Technology -
Bharat Educational Society
01.2014
Skills
- WFM tools like Verint & GenesysWFM
- Queue management
- Workforce Management
- MS Office (Excel, PPT, word, etc)
- Google Sheets, Docs, Presentation
- Report preparation
- Requirement Analysis
- Customer Service
- Conflict Resolution
- Strong analytical and Critical thinking
- Proven problem-solving & Decisionmaking skills
- Effective communication and relationship building skills
- Project management
- Strong attention to detail
- Ability to learn & manage multiple technical systems
- Solid knowledge on WFM tools
- Excellent written and verbal communications skills
- Business Operations
- Workforce Management tools
- Service Level Agreements
Languages
- English
- Hindi
- Telugu
Timeline
Work Force Specialist SME
Revolut
03.2024 - Current
WFM Specialist
Cognizant Technology Services
08.2019 - 03.2024
Proficient Workforce Analyst
Senior Process Executive
Cognizant Technology Services
Data Analyst
Practo Technologies
Diploma in Business Management -
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Bachelor of Engineering and Technology -
Bharat Educational Society
Bachelor of Engineering and Technology -
Bharat Educational Society
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