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Customer Service Call Center

Mississauga, ON, Canada
October 31, 2022

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* ****** *******, #****, *******, ON, M2N 5X7. mob 647-***-****. email:

Highlights of Professional Experience:

Demonstrate basic analytical, numerical, and problem solving skills.

Ability to define problems, collect data, establish facts, and draw valid conclusions, diplomatic and proactive in solving problems.

Strong organizational skills and the ability to prioritize workload meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-placed, shifting priority environment.

Proficient in MS Excel.

Flexible schedule and impeccable attendance record.

Professional communication skills include fluency in speaking, reading and writing in English, Hindi, Marathi and speaking only in Sindhi.

Professional Experience:

Teleperformance Canada 30th June 2016 to date

Scheduling Analyst – Workforce Management: - 01st Sep 2017 to date

Worked on IEX & Verint to ensure schedules are generated on a regular basis to maximize efficiency of resources

Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations.

Ensure data integrity within WFM system

Capture, store and report on historical statistics

Provide and create New Hire and Department Shift Bids

Collaborate with operations team to identify scheduling requirements.

Establish and maintain communication channels to ensure scheduling and resources are met.

Mission Control Analyst – Workforce Management: - 9th Jan – 31st Aug 2017

Worked on IEX & Verint for preparing Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data. Also work on all sorts of ad hoc reports as per management requests.

Real time monitoring, tracking, documenting and communicating agent activity.

Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per guidelines.

Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures for the same.

Co-ordinate and collaborate with operations departments to ensure smooth functioning of the production environment.

Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Participate in functions/meetings as required.

Work on special projects as needed.

Customer Service Executive – Outbound Banking Call Center: - June 2016 – 8th Jan 2017

Attending outbound calling for Scotia Bank.

Sales for Scotia Bank Credit Cards.

Effective customer service and query handling.

Quality rating of 100% per call.

Seya Industries Ltd. August 2010 – April 2016

Manager – Admin (Back Office & HR): -

Supervise and coordinate activities of staff

Conduct orientation programs for new employees

Administer salaries and work out leave entitlements

Involved in staff training and development, preparation of job descriptions, assessments and promotions

Maintain organization staff by establishing a recruiting, testing, and interviewing programs.

Prepare annual estimates of expenditure, maintain budgetary and inventory controls and make recommendations to management based on the MIS reports maintained.

Maintain management information systems (manual or computerized)

Maintain the business premises and other facilities

Review and answer correspondence

Provide secretarial or executive services for committees.

Vodafone Essar Ltd. November 2004 – July 2010

Team Coach – Process Audits: - Dec ‘09 – Jul ‘10

Conducting transactional audits on (Golden Number Sales, Safe Custody, Blackberry Prosumer @6999, Check if Billed & Unbilled amount is cleared before conversion from Postpaid to Prepaid, Call Conference Facility charges) to ensure reduction in influx & cost.

Checking end to end process & examining revenue impact.

Audits for Vodafone Stores, Mini Stores and few for Back Offices like the Activations, Collections, Bill Admin and IT which are related with stores to drive automation.

Identifying process gaps & ensuring process improvements by coordinating with various teams.

Identify training needs based on these audits and inform training team to conduct necessary training.

MIS generation & preparing monthly MRM.

Management Information System Team: - Jan ‘07 – Nov ’09

Prepare the Daily Reports and Weekly Reports for all the Stores, Mini Stores and SSKs in a propos with the Stores’ Sales, Stores’ Productivity and Quality collated from IPOS, CRM, K Reports and Quality Audit Sheets.

Incorporation of Standard SIM Inventory formats for Stores and method of use for trouble-free performance by cashiers’ at Stores.

Enforced and incorporated certain Store Processes like Number Portability (Post to Pre and Pre to Post) in IPOS.

Various and numerous ad hoc reports are prepared which are required by Department Heads.

Creation and maintenance of excels like Daily Sales Tally and Agent Report which measure the Individual Executive’s Performance and Daily Report for Store’s Performance.

The Vodafone Store (Orange Shops): - Nov ‘04 – Dec ‘06

Interacting with walk in customers on a one to one basis, providing them with a solution to their queries & problems.

Irate customer handling.

Achieving & maintaining high level of Quality standards.

Handling cashier shift single handedly for a duration of 5 months.

Handling monetary transactions & inventory management using the IPOS software.

Helping in analyzing the shortage or access in the cash reports & solving it confidently.

Maintaining SIM Inventory & conducting DR audits on a regular basis.

Generating day end reports at the reception & payments counter.

Helping the seniors in generating the month end reports.

Generating conversion ratio for the prospect walk in on a daily basis.

Educational Qualifications: -

B.A. with Psychology and Philosophy – passed in the year 2001 from Jai Hind College – II Class

H.S.C. (Arts faculty) – passed in the year 1998 from Jai Hind College – II Class

S.S.C. – passed in the year 1995 from St. Anne’s High School – II Class

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