Operational Excellence - BB Six Sigma- Workforce and capacity planning expert- Resolve CSAT, AHT, and process issues through BPR- Improve or eliminate non-value added activities and heat sinks, - Capacity planning entry realignment; support to agent ratio improvement, seat util, occupancy- Revenue uplift, cost take-out (dollar savings on volume/ bonus & penalty metrics) and increased efficiencies through reengineering IBM Top Talent 2 years runningFeatured in IBM's Pride - Top Contributor (Revenue enhancement, Cost reduction)Workforce - Capacity planning - current and future headcount and seating - Source of requirements using historical volumes and projections with seasonality factor. Erlang C and basic load (shrinkage)- Projected personnel requirements from agent to Ops head using efficient ratios. - Initiated Schedule Market to reduce real time shrinkage- Provided seminars on Call center 101. Financial impacts of seat utilization, occupancy and productivity- Initiated MIS (reports and analytics) groups - Central Reporting and automation team.- Inefficiencies are reduced through concise, timely and decision-making reports for entire IBM.- Authored 3 disaster recovery documents- Provided teaching seminars on basic and advanced Excel.Specialties: Capacity planning, Scheduling, Real time Management, Disaster Recovery, MIS, business process improvement, Excel, Powerpoint