Satish Kumar N

#*, ****** ********* ******,

Pillayar Koil Street, Cantonment, Bangalore - 560001 (INDIA)

E-mail: pvgy0m@r.postjobfree.com,

Contact No. 944-***-**** / 973-***-****

PROFESSIONAL OBJECTIVE

Given an opportunity, will contribute positively to the goals and financial aspects of the organization by best utilization of my skills and knowledge. Willing to work in a performance - oriented atmosphere, by taking various responsibilities to groom the overall personality and become a successful professional.

PROFESSIONAL EXPERIENCE

Dell Inc. is an American multinational information technology corporation based in Round Rock, Texas, United States, that develops, sells and supports computers and related products and services. Bearing the name of its founder, Michael Dell, the company is one of the largest technological corporations in the world, employing more than 103,300 people worldwide.

Dell International Services, Bangalore, India (www.Dell.com)

Contact Center Operations – Analyst

Tenure: 3rd Jan ‘11 – till date

Microland is a leader in IT Infrastructure Management & Technical

Support Services. It provides end-to-end services to Enterprise clients, managing their IT

Infrastructures worldwide and supporting their global users. They also provide voice, email

and web-based Technical Support Services – Level 1 through Level 3 that caters to the

Consumer, SMB and Enterprise Segment.

Microland Ltd., Bangalore, India (www.Microland.com)

Command Center - Senior Executive

Tenure: 13th Feb ‘07 – 1st Jan ’11 (approx. 4 yrs)

Relevant Experience

Capacity & Resource Planning

To build capacity plan based upon the call volumes and effective utilization of available resources to meet client expectations. Coordinate with various departments to facilitate the process requirements.

Business Volume Forecasting & Volume Analysis

Forecast volumes based upon the monthly analysis made on parameters like actual calls, answered calls, AHT etc., and design relevant plans for future.

Shrinkage Calculation

Work on leave plan for the process to derive at shrinkage, which is inbuilt in the roster to execute proper planning.

Seat Forecasting and Allocation

Balance the available infrastructure and man power, for appropriate seat allocation and occupancy at regular intervals.

Presentation to the Business & Clients

Preparation of Dash-boards, Analysis of Service level and Maximum Wait time to portray the current status and business improvement plans to clients.

Reports & Automation

Automating & customizing the reports as per the individual Business requirement.

Also Maintain various reports as per individual Business requirement, to track the Head count, Attrition, New Hires, Schedule adherence, Attendance, Scheduling Efficiency, Log in time, Shrinkage & other Stack data etc… also consolidate the same periodically to provide a final summary for mid-day, daily, monthly basis.

Inventory Management

Regular validation of process inventory such as Productive systems, head-sets and other accessories tracked and reported to operations in timely manner.

Billing report

Work closely with MIS team for delivery of agent stacks and Daily/ Weekly/ Monthly agent performance reports.

Downtime Tracking

Track daily downtime and execute a root cause analysis for the lost productive hours & escalate the same to stake holders with valid reasons.

ACHIEVEMENTS

Automated the Alerts (Hourly & absenteeism update) using VB & Macros.

Designed a Leave Planner in Excel with a Tool format. This helped

Operations to plan & control their Agents leave better

Successfully trained and handled a team of twelve members to meet daily targets and service levels defined by clients

Generation of MIS reports to meet Business & client expectations

Identified as Best performer many times in Microland Ltd

Spot Award winner – Special recognition received within three months of joining DELL

Won Bronze award within two Quarter in DELL

Active member of BCRP (Business Continuity & Resiliency Planning)

Member of ERT

EDUCATIONAL BACKGROUND

Qualification Institution Affiliated to

MBA – IT

(Pursuing final year)

M.S University (Thirunalveli)

National Assessment and Accreditation Council (NAAC)

BE – Electronics & Communications

MVJ – College of Engineering

Vishweshvaraya Technological University

PU

St. Joseph’s Pre-University College

Bangalore University

SSLC

B.M. English School

Bangalore University

TECHNICAL KNOWLEDGE

• HTML, MS OFFICE, Aspect (e-WFM), AVAYA, TELEOPTI.

HOBBIES AND INTERESTS

• Watching and Playing Cricket

• Listening to music

STRENGTHS

Communication & Presentation Skills

Work under Pressure

Flexible

Positive attitude

PERSONAL DETAILS

Date of Birth : 26-07-1986

Father’s Name : Nataraj.P

Nationality : Indian

Marital Status : Married

Languages Known : English, Tamil, Kannada, and Hindi

I hereby declare that the information and statements furnished are true to the best of

my knowledge.

PLACE: Bangalore (Satish Kumar N)

Date:

Contact this candidate