1)Understanding and analyzing business process workflow across all business units. 2)Meeting with users and business analysts to understand how organizational and systems change may impact workflow. 3)Learned several statistical techniques and applied the same in the voice process which improved the forecasting accuracy.4)Proactively Highlighted the opportunity to improve performance in all areas of operation by reducing cost and improving service level.5)Analyzed intraday report and provided inputs for process improvement for better utilization of resources.6)Obtained capability for taking the overall responsibility of managing operations of voice based process and ensure the smooth running of operation for the entire state.PERSONAL SKILL SETEver positive and hardworking who lays great emphasis on the achievement of a given task.Ability to perform in restricted environment with minimum resources.Knowledge of good concept presentation.

Developing and optimizing specifications for new processes like Capacity planning, Business transition (RFP), Process optimization, Forecasting, Staffing & Scheduling, MIS Reporting. In-depth analysis of historical data for the better understanding of the trend and seasonality change. To maintain holiday patterns to ensure that holidays are effectively covered. Process improvement initiatives and implementation of best practices. Providing guidance as to how to adjust resources as required for unplanned activities due to volume fluctuations, staffing shortages under emergency situations.

• Overall responsibility of managing operations of voice & Non voice based inbound processes & ensure the smooth running of operations for the entire state • Evaluate and improve processes and methods & Ensure implementation of company policies and procedures• Strong adherence to lie down processes and procedures & Ensures no shortages and thorough investigation of the shortages that occur• Identify areas of concern and under performance of the process and take corrective measures • Strategic Thinking and Implementation & Process orientation