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Management Back Office

MH, India
March 13, 2018

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Sapna Rajan Kadavil

Mobile No: 887-***-**** E-mail:


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

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

Address :

Flat No 102, 1st Floor, Bldg No 5(A), Kenwood Park, Ramdev Park Road, Mira Road (E) Thane- 401107.



Marital Status :




Father’s Name

K.B. Rajan

Hobbies :

Singing, Reading & Dancing

Languages Known

English, Hindi, Marathi, & Malayalam


Can be provided on request

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