Sunny Raut

I am an enthusiastic, initiative-taking, dependable, responsible, and diligent person. I am a mature team worker and adaptable to all challenging situations. I can work well both in a team environment as well as using my own initiative.

I can work well under pressure and adhere to strict deadlines Focused on enhancing business skill operations & consultant with technology resources. Experienced in generating reports, Dashboards, analyzing information and recommending updates for Planning, Forecasting & Capacity Advanced skills in Microsoft Excel, MIS Tableau, Power BI Google Spreadsheets and Process Automation (Record Marco).

Capacity Resource Planning & Schduling Analyst KPO/IT - TELUS International PVT LTD - Gandhinagar, Gujrat (Remote Based)

(2024-12)

• Generated daily, weekly and monthly capacity utilization reports for stakeholder.
• Preparing short term and long term capacity plans to ensure optimal resource utilizations.
• Developed and maintained capacity models in excel/google sheets.
• Complete ad hoc projects and reporting requests in wfm command center.
• Forecasted workload and calculated staffing requirement using historical data and trend analysis.
• Develop and maintain daily, weekly, and monthly employee schedules based on project requirements, workload, and employee availability.
• Project planning, developing, monitoring, updating, forecasting and analyzing integrated project schedules
• Reducing overstaffing/understaffing by accurate forecasting and scheduling alignment.
• Supported business during peak seasons by proactive resource planning.
• Managed shrinkage, attrition, and absenteeism impact on capacity planning.
• Coordinated with multiple teams for end to end workforce planning executions.

Senior WFM & Reporting Analyst (Remote Base Pharma Industry) - Baxter India PVT LTD - Gurugram, Haryana (Payroll of Eteam Info Service PVT LTD)

(2022-09 - 2024-07)

• Maintain Sales and market forecast variance to plan.
• Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
• Responsible for overall report making in daily wise update and share with ops senior.
• Preparation of business related adhocs reports which may have supported and analysis for growth business.
• Proposing and supporting the design of Contact Centre Efficiency, Productivity and Quality monitoring reports
• Performing requirements analysis and making dashboard (Supporting various level of Management)
• Collaborating closely with clients and managerial staff in various reports and visualization in charts.
• Lead and Monitor KPI & Matric for teams.

Sr. Planning WFM Analyst - Kamdhenu Technology PVT LTD - Gurugram, Haryana

(2020-01 - 2022-08)

• Currently Managing Global WFM Profile (UK-Spain & Italy) For Capacity Plan in Month Wise.
• Fetch the data from Tableau and make a dashboard in Excel and creating a Visualization in Tableau
• Currently working as a supporting tool for our Jira & Zendesk (For report fetch & Work Distribute).
• Currently preparing the plan for ops team (Forecasting Report, Vendors Prod Hrs Report, Lock Deviation Files, Strategies Model of Inbound & Outbound, Deviation Report & SLA Report etc) in weekly and daily basis.
• Responsibilities preparing a plan for vendors like (shrinkage, attrition, Invoices & Budgets) etc.
• Currently Preparing a report for agent daily utilization and occupancy report and Aht Report.
• Produced ad-hoc reports and documents for senior team members (Like Covid Analysis, Lock Report Etc).

WFM Analyst - MK-Hyper quality Services Pvt. Ltd. - Gurugram, Haryana

(2018-07 - 2019-12)

• Worked at RTA (Flipkart & Amazon) location in Gurugram.
• Preparing a roster basis of Scheduling, Attendance & Shift Adherence
• Manage a Backend Volumes daily with staff and work distribution to agent by tool (Nemo) and (AWD).
• Manage a break of Agents and Maintain our SLA as call basis prepare the hourly wise agent productivity report.
• Prepare a Daily report like Inflow, Occupancy, Utilization & Shrinkage Etc.
• Maintain an error and accuracy report and prepare forecast volumes for the week.
• Produced ad-hoc reports and documents for senior team members.

MIS Reporting (Professional 1) - DXC Technologies PVT LTD (CSC Technologies) - Noida-62, UP

(2017-01 - 2018-06)

• Implement and analysis data and create a file daily, Weekly & Monthly.
• Preparing a SOP for process in MS-PowerPoint.
• Prepared KPI Dashboard, and some report like (Productivity Report, TAT Report for Agents)
• Collaborated directly with Senior Managers & Process Owners & Management to achieve desired results.
• Developed End-To-End Process Flows automation on MS-Word with Live Tracking of ongoing Company Project work Status.
• Produced ad-hoc reports and documents for senior team members.

Bachelor of Commerce - Commerce - Delhi University (2012-06)

Certification in Computer Application - Computer Application - ICFAI Institute New Delhi (2014)

Senior Secondary School Certificate - Commerce - C.B.S.E Board New Delhi (2009)

Secondary School Certificate - C.B.S.E Board New Delhi (2007)