As a Data and Test Analyst at VICTORIAN PUBLIC SECTOR COMMISSION (VPSC), my core responsibilities revolve around large-scale data collection and reporting projects. This includes supporting the team in the end-to-end delivery of projects such as the government-wide employee opinion survey, workforce data collections, executive data collection, and ad hoc reporting projects. I take charge of leading and managing the report testing process, including the development of testing plans, timelines, and testing instruments tailored to different report variants. With a focus on accuracy, reliability, and quality assurance, I ensure that all reports meet high standards. Additionally, I provide support and mentorship to team members, helping them develop knowledge and understanding of various people matter and workforce reports. Through effective communication and collaboration, I liaise with internal and external stakeholders, gaining insights into data requirements and delivering high-quality support for ad hoc data requests.

Took a break from the corporate sector to pursue my passion for community service by joining the law enforcement sector. As a Protective Services Officer (PSO), my main focus was on ensuring the safety and orderliness of train stations during peak hours. I built strong relationships with commuters and the local community, fostering trust in the station's security.During my time as a PSO, I had the opportunity to work on diverse projects and assignments across various departments. These assignments primarily involved establishing and maintaining databases and reporting systems, greatly expanding my technical and operational knowledge. Some notable projects I successfully completed include:• Implemented a comprehensive report management system, streamlining the process of submitting daily shift statistics. • Automated reports and created dynamic performance dashboards to ensure training compliance.

As the Workforce Planning Manager at Well Done International Pty Ltd, I was tasked with implementing a robust scheduling system to enhance operational performance, leveraging historical data and diverse staff skills.Key responsibilities in this role included:• Creating and managing staff rosters for all WDCC sites in Australia using Shift Track Workforce Management Software. This involved preparing fortnightly/monthly staffing requirements for each operation, considering factors such as contact handle time, people shrinkage, and process variance metrics during the planning process.• Utilizing staffing requirements, call center schedules, and skill levels to determine optimal staffing levels and ensure operational commitments were met. I developed integrated database tracking tools to monitor staffing shrinkage patterns (vacation, sick leave, training, etc.) in order to optimize staffing forecasts.• Analyzing performance data across different time intervals and call volume patterns to identify trends and provide recommendations for forecasting and scheduling improvements.• Creating and publishing daily, weekly, and monthly call center performance dashboards. I also automated report generation using MS-Access and MS-Excel to streamline reporting processes.

> Laying down standard operating procedures for call center operations.> Defining service standards and guidelines that serve as benchmark for excellent service delivery.> Defining process of lead generation for Value added & Data products through inbound/Outbound contact centers.> Building and maintaining healthy business relations with partners, ensuring customer satisfaction by achieving delivery & service quality norms.> Regular health check of functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.> AOP planning

Call Center Operation: Defining service standards and guidelines that serve as benchmark for excellent service delivery Manpower planning post thorough assessment of staff capabilities. Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity. Planning & Forecasting: Responsible to forecast calls at contact centers considering Internal/External drivers. Expected forecast accuracy to be between 90%-105%. Ensuring that the above is forecast is prepared considering all contractual guidelines and internal protocols are followed. Review exceptional situations keeping contractual premises. Ensuring that the volume is balanced out between partners basis the performance and reduces cost.Process Management: Mapping business requirements & coordinating in developing & implementing processes in line with guidelines. Regular health check of functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.Partner Management: Building and maintaining healthy business relations with Call Center Partners, ensuring customer satisfaction by achieving delivery & service quality norms. Supervising customer service operations for rendering and achieving quality services. Facilitating first line customer support by answering queries & resolving issues within TAT.Team Management: Leading, training & monitoring the performance of team members to ensure efficiency in daily operations and meeting of individual & group targets. Assigning projects and reviewing performance with regular feedbacks.

Major responsibilities handled: Coordinated with prepaid call center partner to deliver world class experience to customers. > Identifying reasons for call flow and driving a reduction in call volumes in coordination with the other departments.> Ensuring prompt resolution of customer request and complaints within predefined time periods.> Performing complaint analysis to identify the source of complaint and providing feedback to the respective departments.> Driving call center operating metrics (Service Levels, Abandoned Rate, CQ, Utilization, AHT, etc.) and work with the partner to deliver world class performance. > Driving reduction in Repeat calls through daily call audits / analysis to identify the reasons and implement measures to reduce repeat calls.> Call Volume forecast to the Partner.> Manage and increase customer satisfaction through surveys like ICE (Instant Customer Engagement) and CTA (Customer Transaction Assessment).> Provide feedback to Marketing on impact of new product launches and competition offerings through interactions at the call center.Noteworthy Highlights:Rank 1st in customer satisfaction CSMM & CTA in the country for HPHP Prepaid in Year 2009 - 2010.Customer Transactional Index has consistently been on TOP 2 ranks for the entire yearTrained on TL 9000 resulting in circle certification.Actively involved in prepaid CRM and Charging System launch in Haryana Prepaid.Green Belt certification for successfully completing the Project on “Reduction in Prepaid CPCReduction in prepaid calls per customer from 0.87 to 0.60 resulting in annualized savings of $1.3 millionCertified team member of Green Belt Project on Prepaid Waiver reduction.

Major Responsibilities: • Handling the outsourced Call centre for Postpaid and In-house call center for Postpaid High Value Customers.• Ensuring achievement of Targets in term of Service Level, Answering level, AHT, Abandon rate, Calls per Customer, Repeat Calls etc.• Responsible for ongoing co-ordination and communication with the Process owners.• Call Volume forecast to the Partner• Carrying performance reviews of the team & providing feedback on areas of improvementNoteworthy HighlightsBest performing circle award for Haryana Postpaid Inbound in Dec’07Best CSMM action Plan award in Feb’08.Reduced Postpaid CPC from 0.86 in Aug’07 to 0.62 in Mar’08.Successful transition of Platinum call centre from In-house (Mohali) to Outsource Partner (Noida).