ZAHEER ABBAS
Workforce Management Analyst
Gurgaon,HR
Summary
To be a part of your esteemed organization, where I can make signification contribution with my full dedication, hardwork, knowledge and sincerity. To secure challenge assignment in a growth-oriented environment of technologies where I can enhance and utilize my skills at my best. To work hard to strive for excellence in the field that I would love to be in and achieve Success at the topmost level. Seeking a challenging career where I will utilize my inherent capabilities, enhance my skills and strength and proved myself as a worthy asset to the organization.
Overview
18
18
years of professional experience
2
2
Languages
Work History
WFM Analyst
Genpact Pvt.Ltd
03.2024 - Current
- Streamlined WFM processes for enhanced efficiency and productivity across the organization.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Reduced employee absenteeism with proactive monitoring and management of attendance records.
- Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Benefit Associate
Vensure Employer Services
09.2023 - 12.2023
- Collaborated with HR team to develop comprehensive benefits packages, attracting top talent.
- Implemented wellness initiatives to promote a healthy work environment, reducing absenteeism rates.
- Managed vendor relationships, ensuring timely delivery of services and cost-effective solutions.
- Streamlined benefits enrollment process for increased accuracy and reduced processing time.
US IT Recruiter
Nityo Infotech
10.2022 - 04.2023
- Successfully placed candidates in various IT roles, including software developers, network engineers, data analysts, and project managers.
- Developed strong relationships with hiring managers to understand their unique needs for each IT position.
- Reduced time-to-hire for IT positions by developing targeted job advertisements and efficient candidate screening processes.
- Negotiated competitive salary packages that satisfied both clients'' budget constraints and candidates'' expectations.
US IT Recruiter
Cynet Systems
12.2021 - 09.2022
- Increased client satisfaction with IT hires by conducting comprehensive interviews to assess technical skills and cultural fit.
- Consistently met or exceeded quarterly placement goals for IT positions within the organization.
- Created customized solutions tailored towards clients' diverse requirements within various sectors of information technology.
- Identified opportunities for business growth by actively seeking out new client partnerships within the technology sector.
Email support associate
Cogent E-services
10.2020 - 11.2021
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
- Monitored employee and customer interactions to assess quality of service.
- Maintained a high level of professionalism while interacting with diverse clientele, fostering strong relationships.
Customer Care Executive
Live Digital Pvt Ltd
11.2018 - 05.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Senior Quality Controller
Interplast Co. Ltd
02.2008 - 03.2017
- Developed and implemented quality assurance improvements.
- Improved quality processes for increased efficiency and effectiveness.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Rejected materials, components, and finished products and documented reasons.
- Performed continuous reviews of quality management system.
Education
B.A. - Arts
M.S.I University
Tamil Nadu India04-2008
Intermediate -
Jamuna Christian Intermediate College
Allahabad U.P 04.2001 -
High School Diploma -
Bal Bharti School
Allahabad U.P 04.2001 -
Skills
One year Advance Diploma in Computer Application from Acti Institute
Six months certificate course in Advance Tally 92
Workforce management
Report generation
Microsoft Excel
Resolving issues
Time management
Problem-solving
Microsoft office
Complaint handling
Decision-making
Self motivation
Interests
Reading Books and Operating Computer
Timeline
WFM Analyst
Genpact Pvt.Ltd
03.2024 - Current
Benefit Associate
Vensure Employer Services
09.2023 - 12.2023
US IT Recruiter
Nityo Infotech
10.2022 - 04.2023
US IT Recruiter
Cynet Systems
12.2021 - 09.2022
Email support associate
Cogent E-services
10.2020 - 11.2021
Customer Care Executive
Live Digital Pvt Ltd
11.2018 - 05.2019
Senior Quality Controller
Interplast Co. Ltd
02.2008 - 03.2017
Intermediate -
Jamuna Christian Intermediate College
04.2001 -
High School Diploma -
Bal Bharti School
04.2001 -
B.A. - Arts
M.S.I University
ROLES AND RESPONSIBILITIES
- Quality Control: Read blueprints and specifications. Monitor operations to ensure that they meet production standards. Recommend adjustments to the assembly or production process. Inspect, test, or measure materials.
- Customer Service Executive: Take ownership of customer issues. Troubleshoot problems and drive resolutions. Escalate unresolved issues to relevant internal teams.
- US IT Recruiter: Identify, attract and engage with potential candidates. Develop, create and post technical job descriptions. Source candidates using a variety of job portals and networks. Perform pre-screening calls to analyses applicants’ abilities. Create and share personalised recruiting emails with current job openings to passive candidates.
- Benefit Associate: Works closely with HR Generalists in presenting benefit plan summary information during new hire orientation sessions or for new branches. Explains the features of company benefit policies, plans and procedures to employees. Assists with organizing and distributing annual and merger related open enrollment materials. Sends eligibility notices to employees and vendors and processes elections. Processes new hire benefits in HRIS/UltiPro system. Processes benefit terminations in the HRIS/UltiPro system. Processes changes in benefit status (adding/dropping dependents). Acts as liaison to the health, welfare, and 401(k) third party administrators. Analyze potential operational improvement. Liaise with representatives from legal, tax, technology, audit as needed.
CARRER OBJECTIVE
Developing my carrer with my hard work, competence, creative thinking and complete dedication Which would be an asset to the organisation. I work for and to learn & sharpen my skills to improve my ability. One philosophy, which has guided my vision and propelled me to success, is both consistency and efficiency.
JOB ASPIRATION
Posses’ ability to handle any work related to my job, efficiently and independently and to prove my worth in company and reaching the top setting examples to others.