Business Execution Consultant at Wells Fargo (2023-01 – Present)
- Manages the intake of all backfill staffing requestor the assigned risk area and aggregate weeklyfor senior approval. Move budgeted role through the hiring process.
- Maintain accurate data in RTS by making timely updates from the staffing pipelines( hiring manager,job titles comments, l4 leaders, requisition number)
- Use workday recruiting report to perform reconciliation of new hire information and recruiting status within the SLA's on weekly basis.
- Timely update all the RTS records with status changesrequisition number,requisition posting date and recruiter name
- Create job requisition jn workday ensuring job ensuring job descriptions and required qualifications are accurate as per information given by hiring manager.
- Ensure the corporate risk location strategy is managed by tracking location exception request and approval/denial decisions as received.
- Perform monthly accounting unit reconciliation to ensure the headcount is in correct AU for accurate headcount management.
- Research and resolve RTS data discrepancies and escalate process issue.
- Navigate enterprise procurement process to place the order for equipment and obtain system access for new hire, transfers.
- Monitor shared mailbox and respond to enquiries and messages as appropriate or escalate as needed.
Management Trainee (WFM LEAD) at GENPACT (2022-01 – 2023-01)
- Responsible for preparing operational reports and dashboard.
- Reconciliation of headcount file on weekly basis.
- Data analysation for back filling the staffing pattern.
- Tracking of new hires and bench cases.
- Communicating with Operations and Client to identify the issue and trend.
- Tracking admin activity in order to meet the SLA.
- Tracking aged ticket to meet the customer expectation.
- Communicating with HR to know the hiring status of an individual
WFM Lead Command center at Convergys India Services Pvt. Ltd (2017-06 – 2022-01)
- Real Time Monitoring from Avaya CMS, WFMnow and IEX.
- Focus on AHT, ACW, Offline Activities
- Managing Intraday KPI's targets for each Lob.
- Skill change management.
- Schedule management.
- Communicating with the Operations and Client team in various chat rooms.
- Sharing program specific updates with operations, (i.e. Code status, Volume increase, planned outages etc.)
- To handle all Tool Downtime or Scheduled Outages as per the guidelines.
- To open Client Ticket and provide required information to the client.
- Page Leadership if we are missing the main KPI's.
- Sending out Performance updates to the operations and client.
- Responsible for sending Post Mortems and Daily EOD reports
REAL TIME ANALYST/CSA at WIPRO Pvt. Ltd (2013-09 – 2017-06)
- Prepares intraday reports on staff attendance.
- Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Analyze PTO submissions and approve/deny based on their effect on operations.
- Monitor attendance and schedule adherence.
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Provides analytical support for special projects.
- Maintaining service level and real time shrinkage.
CSA/SME at TECH-MAHINDRA (2011-05 – 2013-09)
- Responsible for handling in bound calls.
- Troubleshooting the customer issues.
- Understanding the issue of the customer
- Providing online resolution.
- Coordinating with the Level 2 Tech support Team.
- Resolving the customer billing quires.
- Briefing on new product launch to agent and listening to their call.
- Helping agent on real time call scenario
- Escalation call handling
- Team session for new hire.
Customer Care Executive at IBM (2010-05 – 2011-05)
- Responsible for handling in bound calls.
- Troubleshooting the customer issues.
- Understanding the issue of the customer
- Providing online resolution.
- Coordinating with the Level 2 Tech support Team.
- Resolving the customer billing quires.
