Sapna Rajan Kadavil
Mobile No: 887-***-**** E-mail: firstname.lastname@example.org
Seeking a good and challenging career to apply my skills and knowledge in the best possible way to deliver the best performance for the growth of the organization and enhance them to keep up the pace with latest technology for satisfying the organization & its customer’s requirements.
M.A in Political Science, University of Mumbai in Apr 2007.
T.Y.B.A from S.I.E.S College in 2004
H.S.C. from S.I.E.S College in 2001
S.S.C. from Air India Modern School in 1999
Currently working with Sitel India Ltd since October 2014 till date
Blended process with back office & calls for car insurance policies
Updating car policies on calls
Taking cancellation quote, fee & method from provider
Providing repossession date to provider
Worked with Stream International since Apr 10 in WFM for Queue Management and Non Queue Management
Checking break exceeded time
Checking calls waiting, avail, ACW
Project aux, one up aux of agents
Updating service level, AHT, Avail, calls waiting, calls handled, talk ratio, longest call holding, agents staffed etc. in working DPR.
Non Queue Management
Updating RTA,Segments, Vtrack. OSS –Transfer/Termination/New Hire .
Role of Intraday in terms of schedule changes:
Approving Time Offs from Vtrack and making the changes in eWFM
Approving Swaps from Vtrack and making changes in eWFM
Adding Absent / Late / Left Early and NCNS from RTA into eWFM
Role of Operations in terms of ensuring right schedules are available for all the SPs
Checking RTA to ensure that all the active SPs are showing up there
Checking RTA to ensure that all the active SPs have schedules showing up for entire week
Communicating back to Schedulers in case of discrepancies in schedules by Thursday End of Day so that they get sufficient time to make the changes
Creating an Altris if a confirmation is given by Scheduler / Intraday that schedules in eWFM are correct.
Schedulers and Intraday role in eWFM:
Scheduler creates the schedules in eWFM for the next 2 weeks
Intraday approves Swaps and Time Off & updates SPs schedules with the real time exceptions
Operations and Intraday’s role in RTA
Ensure all the SPs are reflecting under right department and right Supervisor (Raise OSS if you find it incorrect)
Verify weekly schedules every Thursday for the next week and communicate back to Schedulers so that the changes can be made accordingly
Once confirmed by Scheduler / Intraday that schedules are updated correctly in eWFM, if you still see that schedules are missing in RTA, create an Altris ticket to get that corrected.
Create exception tickets
Update MIA, Absent, Late, LE, EH. VTO from RTA into eWFM
Worked with First Source International for 6 months as CSA in Vodafone Indexing
Typing 40 WPM (English)
Basics in Computer
Learned Karnatic Music
Date of Birth :
January 09, 1983
Flat No 102, 1st Floor, Bldg No 5(A), Kenwood Park, Ramdev Park Road, Mira Road (E) Thane- 401107.
Marital Status :
Singing, Reading & Dancing
English, Hindi, Marathi, & Malayalam
Can be provided on request