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Customer Service Social Media

Bangalore, Karnataka, India
December 24, 2018

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Sunil Kumar

Senior Analyst

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

Behind Govt. High School, Edga Road

Varthur – 560087

Mob: 725-***-****


Professional Summary:

A bright, self-motivated, team-oriented and talented Senior Analyst with significant experience in managing data base, creating multiple reports, giving visualization & presentation to big data. Able to play a key role in analyzing problems and come up with creative solutions; excellent analytical and problem-solving skills; able to handle multiple reports/projects while producing high quality work in a fast-paced, deadline-oriented environment.

A quick learner who can absorb new ideas and can communicate clearly and effectively.

Determined to find a job in progressive environment to enhance my skill set.

Work experience: (July’14 – Present)

Senior Analyst:

[ Received multiple awards including “Pillar of Support award-2018“ which is given to Best Performer]

Working as Senior Analyst in GCC Team (Global Command Center) from Jan’18 onwards.

oOur Team is a central point of communication for all clients and management.

oDuties include daily report generation from multiple application, develop dashboards, operational scorecards, financial models, and data visualizations to drive performance improvement and support business operations.

oWork with business leaders, to identify and prioritize high value actions that can be taken or improved using data-driven decisions.

oPlanning, Forecast, Revenue estimation, creating Employees’ Incentives Report, Process Documentation, and participate and manage daily staffing meetings and client meetings.

oForecasting both short- and long-term call volumes and staffing needs. Preparing monthly invoice for more than seven different programs.

oAnalyze variances in KPI’s, present analysis to stakeholders, and assist in the development and monitoring of performance versus plan.

oConduct in depth analyses of all key performance metrics and present recommendations to senior management related to productivity, sales, process efficiencies and strategy forecasts

oResponsible for managing workflow and analyzing workforce efficiency for 1200+ employees.

oProvided in-depth analysis and daily reports to clients and management team on trends.

oPlanning for special impact on business especially on holidays, blasting, acquisitions, etc.

oProviding cost and benefit analysis to management. Implementing established procedures to maintain required service levels and achieve other business goals.

o. Create ad-hoc reports which are requested by clients.

Senior WFM executive:

Worked as Senior WFM executive in Operation Support Team from Jan’17 to Jan’18

oDuties include preparing daily reports, real-time monitoring, handling escalations/downtime, coordinating with clients for any program requirements.

oUsed workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptions.

oMonitor and analyze call volume distribution to ensure efficient accessibility.

oGenerate daily operational performance reports and associated Contact Center documentation

oMonitor service levels and direct real-time forecasting to meet the call volume demand.

oManaging real-time activities to help facilitate operational and client goals were met.

Real Time Analyst:

Worked as Real Time Analyst from Dec’15 to Dec’16.

oManaged, tracked and reported agent adherence to policy and absenteeism.

oMonitoring staff phone auxiliary changes (break, lunch, etc.) using Cisco Finesse.

oMaintain proper staffing levels and escalate discrepancies.

oMonitor intra-day call volume traffic and adjust real time staffing to meet goals.

oMonitor sick-line and counseling center staff activity for adherence.

oReduce abandon rate and Non-Adherence rate.

Customer Service Executive:

oWorked as Interactive Social Media Executive from July’14 to Dec’15

oRole is to handle all Retail banking quarries and assist customers through chat & email channel.

Manipal Hospital (Dec’11 to May’14)

oWorked as Support Staff in the department of Nutrition and Dietetics from Dec’17 to May’14.

oRole is to prepare mean plan based on Dieticians suggestion and prepare diet count/summery to send it to food and beverage department.

oMeeting patient and collecting feedbacks on food and beverages.

oTracking patient diet plan from admission until their discharge.


Graduation (2014)

Bachelor’s in Commerce and Accountancy

P.U.C. (2011)

Commerce (C.E.B.A)

S.S.L.C. (2009)

Dr. Ambedkar Evening College, Indiranagar Bangalore.

Govt.P.U. College Vandse (Nempu) Kundapur Tq, Udupi Dis.

Govt.P.U. College Vandse (Nempu) Kundapur Tq, Udupi Dis


oAdvanced proficiency in MS Excel, Word, PowerPoint and Outlook.

oStrong independent and self-motivated research skills with an entrepreneurial attitude to move projects to completion.

oEfficient in Mathematics, Statistics, Problem Solving, Pattern and trend identification


Received Pillar of Support award during 2018 for handling multiple process and handling client reports. [ Center Rewards and Recognition]

I was selected to set up WFM process in Best Buy program when the program newly launched and successfully set up the process.

Received Best Agent Award in Citi Retail during 2014 – 15.




Current City

Marital Status




Kundapura, Udupi

Whitefield, Bangalore



Kannada, Hindu, Hindi & Telugu

Hobbies & Interests

Hobbies include:

oListening to music, Playing Flute, Editing Audio & Video.

oBrowsing/researching on selective topics which makes me curios.

oTravelling, Photography & Visiting Historical places.

oPainting, Doodling, creative art, etc.


All information given above is true to the best of my knowledge.


Place: Bangalore


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