CHORONOLOGICAL PROFESSIONAL SUMMARY:

*+ years’ experience in the telecom industry.

Experience in platform Domestic BPO in inbound AIRTEL process.

Experience in multithread, prepaid, post-paid, WFM & MIS department.

Experience in performance of outsourcing to service providers.

Experience with customers through call centre.

Excellent communication, motivational and leadership skills.

Analytical abilities.

Engages with new batches giving them practical training.

Workforce Management Forecast, Scheduling, Reporting Analyst

Collection and analysis and reporting of historical agent performance statistics.

Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.

Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.

Coordinate with Managers, Assistant Managers & Team Leaders for data collection, determine daily and monthly reports to meet data analysis needs.

Identify new source of data and methods to improve data collection, Analysis and Reporting.

Managing various reports (like Quality, Repeat, AHT, Performance outage, UIC, IVR NSS & etc.,)

Monitored implementation of MIS process and evaluated their effectiveness.

Hourly wise reporting Average Handle Timing & Service Level to the clients and Ops department.

Knowledge of experience in MS word & MS excel (windows 7).

Technical Skills:

Methodologies

Microsoft Excel

Workflow Tools

MS excel

Excel Tools

Lookup, Lookup, Pivot Table, Pivot chart, Filter, Sum if, Count if, Conditional formatting, Sorting, MS ACCESS (Basic)& etc.,

Platforms

Windows 98, Windows NT 4.0,& windows 7

Reporting Tools

Business Objects & MS Excel

Education & Certification:

Diploma Electronic Communication from RAMU SEETHA POLYTECHNIC, Madurai, TamilNadu, in 2008.

10th from NADAR Higher Secondary School, Tuticorin, TamilNadu in 2003 with 60% aggregate.

PROFESSIONAL SUMMARY OF EXPERIENCE:

Vodafone Idea Ltd Deputed by forte solution /APR-2015 - Till date

Responsibility:

Daily sale report to circulating Chennai Zone Team.

Distributor stock balance monitoring as per norms.

Handing Claim to collect and forward to finance team (TE salary, other incentives).

Maintain Retailer wise there over prepaid activation, burn, DSO, UAO, UEO, secondary, MNP, DAO, Primary, and ROI report.

New report implementation and delivery timely needed.

And Creating PPT On Business Review Days.

Monthly overall target VS. achievement report to Circle team

Given report to working on during sale plan offer and improve sale on market.

Coordinate to channel partner to collect NOC letter and forward finance team.

Provide the Adhoc report as per requirement of Zonal manager, DL and RSM

THINKSYNQ SOLUTIONS PVT LTD. Royapettah Chennai / July 2014 – Apr 2015 / MIS Reporter Telecom Industry:

ThinksynQ is a Consulting and Technology provider. The company also provides outsourcing solutions to support its clients. Our strength lies in delivering end-to-end consulting solutions, bespoke applications and operations support.Our services include strategic and operations consulting customized IT solutions development, business analytics and back office services relating to voice and data.

Responsibility:

Coordinate with Managers, & Team Leaders for data collection, determine daily and monthly reports to meet data analysis needs.

Identify new source of data and methods to improve data collection, Analysis and Reporting.

Managing various reports (like Daily collection data, Agent wise Productivity, Camping wise data analyse etc.,)

Collated, analysed& documented company’s quarterly and half yearly performance reports.

Monitored implementation of MIS process and evaluated their effectiveness.

HINDUJA GLOBAL SOLUTIONS, Nungambakkam Chennai / Aug 2008 – May 2009 / Call Centre Voice Executive – prepaid Department:

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, HGS helped in clients deliver exceptional results. It’s developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.

Responsibility:

Performance of outsourcing to service providers.

Engages with customers through call centres.

Engages with customers every hour regarding query or complaints.

Maintain the customers secure information.

Explain to the customers every new products & offers.

QMC, QA, Repeat & etc., metrics followed

HINDUJA GLOBAL SOLUTIONS, Nungambakkam Chennai / June 2009 – Aug 2010 / SME – Prepaid Department:

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, HGS helped in clients deliver exceptional results. It’s developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.

Responsibility:

Excellent communication, motivational and leadership skills.

Analytical abilities.

Engages with new batches giving them practical training.

New offers & updates training session taken to the new batches.

Teaching to the new batches how to handle the situation calls.

Escalating the customer’s complaints to the concern department through mail.

HINDUJA GLOBAL SOLUTIONS, Nungambakkam Chennai / Sep 2010 – May 2013 / CCOD – Post-paid Department:

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, HGS helped in clients deliver exceptional results. It’s developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.

Responsibility:

Workforce Management Forecast, Scheduling, Reporting Analyst

Collection and analysis and reporting of historical agent performance statistics.

Manage long-term forecast/ staff plan and lead monthly staff plan.

Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.

Oversee short - term workload forecasting.

Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.

HINDUJA GLOBAL SOLUTIONS, Nungambakkam Chennai / May 2013 – Feb 2014 / MIS Reporter Telecom Industry:

HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, HGS helped in clients deliver exceptional results. It’s developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.

Responsibility:

Coordinate with Managers, Assistant Managers & Team Leaders for data collection, determine daily and monthly reports to meet data analysis needs.

Identify new source of data and methods to improve data collection, Analysis and Reporting.

Managing various reports (like Quality, Repeat, AHT, Performance outage, UIC, IVR NSS & etc.,

Collated, analysed& documented company’s quarterly and half yearly performance reports.

Generated, Maintained & Analysed Sales, Quality & Client service reports.

Reviewed history of current reporting.

Monitored implementation of MIS process and evaluated their effectiveness.

Hourly wise reporting Average Handle Timing & Service Level to the clients and Ops department.

UIC reports details updating – Pan India.

Declaration: I hereby declare that all the details furnished above are true to the best ofmy knowledge and belief.

Signature

(AnandaVenkatesh M)

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