Worked at Hinduja Global Solutions Pvt Ltd, Chennai, Tamilnadu, India as MIS Executive – DS2 from 20TH February 2012 to 17TH Dec 2012.Profession Outline:Clients MIS reports.Internal MIS reports.Revenue Calculations / Renewal / Refunds Reports.Sales Reports.Business Trend Analysis ReportsAgents/RM’s Capacity Reports.Agent’s performance and Utilization.PAN India Reports.

Worked at Sutherland Global Services, Cochin as Operations Executive [MIS / CCOD / Real Time Analyst (Adherence)] from June 8TH 2009 to October 20TH 2010.Profession Outline:Queue Management.AHT Management.Service Level Management.Abandon Call Management.Break Management.Associate/Employees Data Sharing.Outages.Off-Call Activity.Weekly Performance Review Calls.In-short:The queue is monitored in real time by the use of AVAYA CMS Supervisor and monitoring tools which are available in the switch. These tools have provision to monitor the state of each associate who has logged in and provides a view in real time the overall computed values for a number of parameters like AHT, ACW, Hold times, Service Levels, Abandonment % and Associate Login and Logout Times.Publishes Management reports: Internally and to the clients and also as per the requirements and requests. The Service levels of the program at every 30/60 min intervals. Any dips in Service Level to the set targets will be communicated to the floor management via phone and mail as per the trigger tables. And even will alert the floor at any unusual situation.