Manage a team of RTAs, Scheduler and Reporting Analyst and guide them to achieve their KPIs and provide development opportunities. Work closely with the Capacity Plan to help solution staffing/recruitment requirements considering other attributes such as Shrinkage, Occupancy, AHT (talk-time, hold, ACW), Abandonment, ASA, In-Office and Out-of-Office Shrinkage and Service Level. Create process diagrams using visualisation tools and process documents for process improvements. Automate tasks by creating templates utilising advanced formulas, pivots, macros for increased efficiency and accuracy. Work with Data analytics tools such as PowerBI. Work with all levels of management, support team, training and human resources, global support team and client while building rapport and maintaining relationships with key stakeholders. Analyse to find trends such as forecast accuracy, scheduling accuracy, to identify challenges with schedule optimisation. Work on projects and provide solutions with presentations to improve scheduling for improved operational income and reduced costs. Get involved with new initiatives to improve customer and employee satisfaction for a close knit organisation.

• Analysis of Schedules and resources for the account for 4 Lines of Business at site involving over 300 Agents to ensure staffing meets client's requirements for 7 days per week operation• Capacity planning and forecasting with the client• Conduct real-time monitoring of queues and skill sets and identifying intra-day trends• Conduct real-time monitoring of agents to ensure schedule adherence and notify support personnel on floor to resolve adherence issues• Address low call volume/ high call volume as appropriate while considering the Service Level• Lead RTA team to manage contact center KPI’s within my control• Liaise with client and other stakeholders as necessary to ensure business requirements are being met.• Perform analysis and reporting on Sites data to the Global Reporting team.• Proactively identify issues and areas for process improvement• Help Operations manage inputs to the scheduling process• Provide information update to Client as well as update relevant online tools with site’s data • Develop documented processes when and where necessary for business continuity• Work with all levels of management, training and human resources

Managing 4 Lines of Business at site involving over 300 Agents to ensure staffing meets client's requirements for 7 days per week operation• Perform Analysis and provide recommendation: Unplanned Absence, seat utilisation, Cap Plan forecasts for Planned Absence• Monitoring Service Levels and call volumes and taking appropriate actions• Aligning schedules to be in line with future requirements by client• Provide information update to Client as well as update relevant online tools with site’s data • Analyse data for individual teams for all 4 LOBs, identifying outliers and provide recommendation to Team Leads• Develop documented processes when and where necessary for business continuity• Work with all levels of management, training and human resources

• Provide 1st and 2nd level remote technical support to customers in Asia Pacific for one of the telecommunications giants in the market focusing on operating system, hardware, peripherals, software, routers and backup solutions and services• Research for and provide appropriate solutions within strict timeframes whilst following client’s policies and procedures to ensure correct resolution of issues• One of the record-holders for highest consecutive customer satisfaction record for site (Awarded: October,2013)• As Account Security, support customers with their account and security issues • Register and log information in relation to all support activities detailing issue, troubleshooting steps and solutions• Maintain world-class customer satisfaction level under high-pressure environment.• Promote and process sales for hardware, software and service offerings• Provide customers with extra material for self-learning and awareness

• Facilitated and managed TAFE – WSI Diploma of IT (Networking) program• Met Revenue targets for the department by creating a workable budget• Provided monthly reports to management on staff engagement and financial status• Managed, coordinated, mentored, assessed, counseled IT trainers on class delivery and assessment, maintaining records for the Roll book as per Supervised Teacher Agreement• Ensured the effective implementation of programs to meet the training requirements through efficient use of resources and manpower• Analysed course evaluation feedback to identify areas of improvement and guided the team accordingly to improve on areas identified• Conducted IT TNA (Training Needs & Analysis) for organisations• Trained employees in the private and government sectors (including Fiji Electricity Authority, Telecom Fiji, Suva City Council, Airports Fiji Limited and Goodman Fielder) on Microsoft products to achieve work results by enhancing quality and productivity• Trained TAFE Diploma students on IT terms and concepts, applications, networking basics and employability skills• Facilitated cross credits, including conducting Recognition of Prior Learning (RPL) for TAFE – WSI Diploma of IT (Networking) program• Assisted in development of programs by analyzing internal course evaluation data• Created training manuals and tests for short courses• Designed and developed advertisements to be placed in the media• Coordinated events including the Fiji National University Open Day, Enrollment and Induction, Graduations, Industry Discussion Forums and TAFE functions and events• Corresponded via email and phone to provide required reports to TAFE counterparts in Australia for the TAFE Diploma of IT program • Liaised with Quality Assurance Officers from TAFE, Western Sydney Institute for audit purposes• Corresponded with senior management and internal key stakeholders to provide solutions for concerns raised by both internal and external customers

• Conducting training at the centre as well as in-house training• Preparing material for and conducting Training Needs and Analysis• Developing courses and assisting in write up for courses handbook.• Conduct IT training for: > local short courses mainly comprising of Microsoft Office Package > TAFE IT course - Diploma of Information Technology (Networking). > ICDL (International Computer Driving License) course. ICDL is a competency standard endorsed and administered by the Australian Computer Society.• Prepare session/lesson plans for TAFE (TAFE NSW-Western Sydney Institute) IT courses assigned to deliver to local students.• Deliver theory/practical sessions to achieve all the required learning outcomes/competencies.• Prepare tests, Assessment, Assessment Reconciliation Scheme and marking criteria for TAFE courses.• OHS Representative for the department• Design presentation for department when and as required, e.g. Industry Discussion Forums, 10th Year TAFE Anniversary Celebration and presentation on courses on offer.

• Conducting training at the centre as well as in-house training• Preparing material for and conducting Training Needs and Analysis• Developing courses and assisting in write up for courses handbook.• Conduct IT training for: > local short courses mainly comprising of Microsoft Office Package > TAFE IT course - Diploma of Information Technology (Networking). > ICDL (International Computer Driving License) course. ICDL is a competency standard endorsed and administered by the Australian Computer Society.• Prepare session/lesson plans for TAFE (TAFE NSW-Western Sydney Institute) IT courses assigned to deliver to local students.• Deliver theory/practical sessions to achieve all the required learning outcomes/competencies.• Prepare tests, Assessment, Assessment Reconciliation Scheme and marking criteria for TAFE courses.• Trained and guided relevant personnel at TPAF (headquarters) to set up Access database for all students with their respective courses and information in different centres in order to greatly speed up courses certificate production rate.• Team Leader for Quality Control Circle Project• Design presentation for department when and as required, e.g. Industry Discussion Forums, 10th Year TAFE Anniversary Celebration and presentation on courses on offer.

• Corresponding with NIIT’s main franchising body in India through email and telephone-conferencing and inform relevant personnel concerned about the progress of the institute and future strategic plans.• Train and inform new staff about counseling and IT courses.• Delegate tasks to junior counselors and compile reports on their tasks/activities.• Maintain eNCORE (database) system of the centre.• Meet, enlighten corporate companies about IT courses on offer through presentations.• Advise students about courses to take and the content of the course as well as conduct classes.