Management Information Technology
Resume:
Satish Kumar N
Pillayar Koil Street, Cantonment, Bangalore - 560001 (INDIA)
E-mail: ******.***@*****.***,
Contact No. 944-***-**** / 973-***-****
PROFESSIONAL OBJECTIVE
Given an opportunity, will contribute positively to the goals and financial aspects of the organization by best utilization of my skills and knowledge. Willing to work in a performance - oriented atmosphere, by taking various responsibilities to groom the overall personality and become a successful professional.
PROFESSIONAL EXPERIENCE
Dell Inc. is an American multinational information technology corporation based in Round Rock, Texas, United States, that develops, sells and supports computers and related products and services. Bearing the name of its founder, Michael Dell, the company is one of the largest technological corporations in the world, employing more than 103,300 people worldwide.
Dell International Services, Bangalore, India (www.Dell.com)
Contact Center Operations – Analyst
Tenure: 3rd Jan ‘11 – till date
Microland is a leader in IT Infrastructure Management & Technical
Support Services. It provides end-to-end services to Enterprise clients, managing their IT
Infrastructures worldwide and supporting their global users. They also provide voice, email
and web-based Technical Support Services – Level 1 through Level 3 that caters to the
Consumer, SMB and Enterprise Segment.
Microland Ltd., Bangalore, India (www.Microland.com)
Command Center - Senior Executive
Tenure: 13th Feb ‘07 – 1st Jan ’11 (approx. 4 yrs)
Relevant Experience
Capacity & Resource Planning
To build capacity plan based upon the call volumes and effective utilization of available resources to meet client expectations. Coordinate with various departments to facilitate the process requirements.
Business Volume Forecasting & Volume Analysis
Forecast volumes based upon the monthly analysis made on parameters like actual calls, answered calls, AHT etc., and design relevant plans for future.
Shrinkage Calculation
Work on leave plan for the process to derive at shrinkage, which is inbuilt in the roster to execute proper planning.
Seat Forecasting and Allocation
Balance the available infrastructure and man power, for appropriate seat allocation and occupancy at regular intervals.
Presentation to the Business & Clients
Preparation of Dash-boards, Analysis of Service level and Maximum Wait time to portray the current status and business improvement plans to clients.
Reports & Automation
Automating & customizing the reports as per the individual Business requirement.
Also Maintain various reports as per individual Business requirement, to track the Head count, Attrition, New Hires, Schedule adherence, Attendance, Scheduling Efficiency, Log in time, Shrinkage & other Stack data etc… also consolidate the same periodically to provide a final summary for mid-day, daily, monthly basis.
Inventory Management
Regular validation of process inventory such as Productive systems, head-sets and other accessories tracked and reported to operations in timely manner.
Billing report
Work closely with MIS team for delivery of agent stacks and Daily/ Weekly/ Monthly agent performance reports.
Downtime Tracking
Track daily downtime and execute a root cause analysis for the lost productive hours & escalate the same to stake holders with valid reasons.
ACHIEVEMENTS
Automated the Alerts (Hourly & absenteeism update) using VB & Macros.
Designed a Leave Planner in Excel with a Tool format. This helped
Operations to plan & control their Agents leave better
Successfully trained and handled a team of twelve members to meet daily targets and service levels defined by clients
Generation of MIS reports to meet Business & client expectations
Identified as Best performer many times in Microland Ltd
Spot Award winner – Special recognition received within three months of joining DELL
Won Bronze award within two Quarter in DELL
Active member of BCRP (Business Continuity & Resiliency Planning)
Member of ERT
EDUCATIONAL BACKGROUND
Qualification Institution Affiliated to
MBA – IT
(Pursuing final year)
M.S University (Thirunalveli)
National Assessment and Accreditation Council (NAAC)
BE – Electronics & Communications
MVJ – College of Engineering
Vishweshvaraya Technological University
PU
St. Joseph’s Pre-University College
Bangalore University
SSLC
B.M. English School
Bangalore University
TECHNICAL KNOWLEDGE
• HTML, MS OFFICE, Aspect (e-WFM), AVAYA, TELEOPTI.
HOBBIES AND INTERESTS
• Watching and Playing Cricket
• Listening to music
STRENGTHS
Communication & Presentation Skills
Work under Pressure
Flexible
Positive attitude
PERSONAL DETAILS
Date of Birth : 26-07-1986
Father’s Name : Nataraj.P
Nationality : Indian
Marital Status : Married
Languages Known : English, Tamil, Kannada, and Hindi
I hereby declare that the information and statements furnished are true to the best of
my knowledge.
PLACE: Bangalore (Satish Kumar N)
Date:
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