SAMEER MERCHANT

Mobile-(91-932*******

Email: ad4k8z@r.postjobfree.com

Career Objective

Over Seventeen years of mixed experience in Planning, Scheduling, Real Time Management, administration and customer Service. During my tenure I have handled various roles and responsibilities. I have the ability to get the job done in its stipulated time.

JP MORGAN CHASE India Pvt Ltd

(July 2021 – Till Date)

• Designation : Work Force Sr Analyst

Execute forecast plans into agent,team manager and scheduler. Schedule (Training, Meeting, Coaching) and optimizing shrinkage (Meal,Break and other people development activities).

Coordinate and collaborate feedback loop with forecasting team to ensure smooth functioning while building the capacity plan.

Improvement – organize, evaluate plan and implement improvement in our internal and external process and practice to support global scheduling and planning through improvement of current process and implementing new ideas on how to do things faster with higher efficiency.

Designing and producing MIS and reporting to meet to meet management needs. Develop and deliver dashboard and presentation to senior management. SITEL India Pvt Ltd

(July 2016 – July 2021)

Designation: Real Time Analyst/scheduling/Planning Responsible to ensure the delivery of efficient, accurate and timely workload, forecasting, real time management of call center staffing and regular scheduling that matches workload requirements.

Ensure complete reporting to the client.

Ensure proper scheduling, forecasting and time management. To ensure that the SLA (Service Level Agreement) is always within the permissible limit.

To always be in touch with the middle and senior management of our company and our client to report the latest changes/event on the production floor immediately. Responsible for the highest amount of security to be maintained for the data related client

Tech Mahindra Business Services

Designation: Lead Advisor

Aug 2006 – July 2016

The Collection Process involved,

To provide a quality customer service image through enthusiastic welcome and friendly attitude.

Listen to customers to know, analyze and react to meet customer expectations and retain customer loyalty.

Provide accurate and immediate customer information in order to ensure an effective customer communication.

Review all factors (appearance, language and attitude) that affect the image of the division and take immediate actions

WFM (Supporting)

Ensure timely and accurate Process Shift Swaps and Shift preferences Monitor service level agreement to ensure that the same is running at an optimum level

Maximize utilization of manpower.

Real time scheduling team briefings as per avail (looking at forecast variance) Monitor Roster adherence (ensuring advisors are logged in as per their shift time), if not highlight the same to manager

Ensure timely and accurate reporting of absenteeism. Coordinating with the technical teams to sort out Problems on the Floor

.

Epi- Center

Designation: Senior Advisor

May 2004 - Aug 2006

Responsibilities include:

To provide a quality customer service image through enthusiastic welcome and friendly attitude.

Listen to customers to know, analyze and react to meet customer expectations and retain customer loyalty.

Provide accurate and immediate customer information in order to ensure an effective customer communication.

Review all factors (appearance, language and attitude) that affect the image of the division and take immediate actions

Skills:

Capable of working in a challenging and competitive environment utilizing logical skills. Strong customer service skills.

Developing and strengthening customer relationships by anticipating needs and providing appropriate solution to those needs.

Profound ability to learn quickly and share knowledge with others. A creative communicator and presenter, able to establish rapport with individuals and groups at all organizational levels.

A motivated team player, adept at supporting team members in achieving personal and professional goals

QUALIFICATIONS

Course

Year

Institute

Class

S.S.C

March

2000

St Theresa’s High

School (Bandra)

Second

H.S.C

March

2002

Rizvi College

Second

F.Y.BCOM

Nov 2018

Yeshwantrao

Chavan university

Second

S.Y.BCOM

May 2019 Yeshwantrao

Chavan university

Second

T.Y.BCOM Oct 2020 Yeshwantrao

Chavan university

First

ADDITIONAL QUALIFICATIONS

Course Institute

Computer Basics –

Word, Advance Excel, PowerPoint,SQL(SQL

Beginner) and Apteryx Beginner ( Certification by March end 2022). Aptech

Malad

Personal Details:

Languages Known

: English, German(Beginner), Hindi,& Marathi

Marital Status : Married

Interest : Listening to Music and travelling

Address : Clarion 202 2nd Floor, Chapel road,

Bandra (W) Mumbai- 400050

Passport No : J 1698426

Telephone No. : 932*******

Email : ad4k8z@r.postjobfree.com

DOB : 13/11/1982

Contact this candidate