Neha Piplani Email & Phone Number

Melbourne, Victoria, Australia

• Identifying areas of improvement and providing in depth data analysis demonstrating gaps and opportunities that will deliver value to the business. • Engaging and influencing key stakeholders to get them onboard and work together to ensure maximum benefits.• Detailing proposed changes including effort, impact, risks and $ value.

• Led a team of 4 breach and remediation specialists in compliance team. • Implemented effective structure, visibility of incidents status, dependencies, and comprehensive reporting. • Led various taskforces with business to reduce breaches and clarify processes.• Worked on request for information from regulators and provided in depth analysis.

• Led a team of 2 onshore QA compliance specialists and provided support and guidance to 23 assessors and governance team offshore.• In short period of time in this role, completed deep dive analysis in to breach determination process, led a QA taskforce and implemented process enhancements.

Gained experience in 4 different business areas for 6 months each for a period of 2 years. This included working with corporate strategy team, preparing business case for residential demand response, creating a power BI large customers load profile model, working on multisite customers pricing strategy and delivering a critical compliance remediation project.

Melbourne, Australia

• Designed, managed, and constructed forecasting models across all EA's contact centres.• Managed various big projects including payment difficulty framework, billing system upgrade and government default price plan change providing valuable direction/insights for achieving appropriate staffing levels, recruitment, and training plans.• Provided yearly budget staffing forecasts to senior leaders and worked with finance to creatively adjust staffing across the board to ensure cost is under budget and Center's KPIs are met as well.• Managed a team of real time analysts and resource planners on a one-year secondment during this period ensuring optimization of resources to achieve Service level and Business targets.

Melbourne, Australia

• Performed medium/long term forecasting; capacity planning; scheduling; Providing ad hoc analysis and recommendations on upcoming business initiatives.

Melbourne, Australia

• Workload demand forecasting, capacity planning, scheduling, providing analysis on results and recommendations for future, continuous improvement, and project management.• Led the change management of new resource planning tool and ACD transformation (Shift track and eWFM to Verint and genesys to cisco).

Melbourne, Australia

• Long and short term forecasting for Coles insurance sales and service, lodgements and claims management. (FTE range from 50 to 120+).• Providing value added analysis on historical call arrival, AHT and shrinkage patterns and suggest process improvement.• Implemented new and improved processes for leave management and absenteeism.• Revisited the scheduling processes and recommended plans to achieve maximum efficiencies and service level targets.

Melbourne, Australia

• Managed workforce planning functions for various campaigns including PTV, Telstra and Ambulance Victoria ranging from 50 to 300+ FTE. This involved both inbound and back of house functions. • Managed onshore planners and also mentored and developed overseas teams of workforce planners based in Manila and India.• Provided value add analysis and recommendations to support Operations Team in budgetary decisions across the business to all levels.• Providing ‘what if’ scenarios to assess the impact of changes to new or existing business.• Pro-Active management of shrinkage factors in an effective and balanced manner ensuring that business objectives are met, and targets achieved.

Melbourne, Australia

• Resource planning and forecasting for contracts including various Telstra campaigns, Optus, Metlink and Ambulance Victoria ranging from 50 to 450+FTE.• Sending daily metrics and performance reports to clients and internal stake holders.• Providing scheduling scenarios and options to suit changing workload and business requirements.• Organise and attend daily and weekly meetings with operations managers and team leaders, to go through centre performance and scheduling needs.

• Side by side coaching of new consultants in training environment.• Documentation of call coaching and providing feedback to consultants accordingly.• Conducting cross call calibration sessions for Team Leaders on a weekly basis Provide feedback and assistance to Team Leaders for call coaching Chair Team briefs for updating on call quality related issues.

• Updating consultants with quality related issues in weekly team meetings.• Helping Team Leader with Call Coaching & providing feedback to consultants.• Providing ongoing support to consultants during day-to-day operations.• Customer service representative for Telstra mobile services.