Executive Reporting, Business Intelligence, Data Science & Workforce Optimization as part of the Business Planning group which supports over 40,000 specialists across cards, retail & business banking functions. In addition, lead a team of 6 resources responsible for off-shore audit, payroll, optimization reporting and efficiency related projects.

Led System Issues & reporting team, System Access group, Security Liaison and Site reporting & auditing team

Lead for Scheduling, Real-Time Management, Workforce Management, Reporting Analytics, System Issue Management, Access Administration and Crisis management for India & Philippines

SWAT (Scorecard and Workforce Analysis Team) - Creation of monthly scorecard, process automation, analytical reporting and seating strategy for offshore locations.Real Time AnalystMIS & automationSite scorecard reportings

Manage Site Revenue parameters like AHT, Service Level, Occupancy, Outbound and Efficiency.Send periodic reports to Clients and Management on overall performance. Working in a team based environment in achieving the highest quality standards.Ensure Floor Support and help in maintaining Service level and AHT for the floor without compromising on C-SAT.Posting updates through Email and Pop-up’s and update Team Leaders and Agents with any process change and share best… Show more Manage Site Revenue parameters like AHT, Service Level, Occupancy, Outbound and Efficiency.Send periodic reports to Clients and Management on overall performance. Working in a team based environment in achieving the highest quality standards.Ensure Floor Support and help in maintaining Service level and AHT for the floor without compromising on C-SAT.Posting updates through Email and Pop-up’s and update Team Leaders and Agents with any process change and share best practicesActing as a bridge between the employee and other departments of the company like HR, Transport, Facilities, etc and ensuring that all their queries are escalated in a right way and resolved in a timely manner.Facilitate calibration sessions with Quality Leadership Staff, Convergyspersonnel and clients Facilitate remote call monitoring sessions, audits and help in making changes when needed Participate in performance improving task forces with Management and clients. Maintain current understanding of program strategies while process monitoringSupport management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals Show less

Voice-based technical support for ISP. Configuring routers like D-Link, Net gear, Linksys and BelkinBasic configuration of wireless devices. Floor walking for transition batch and handling Supervisor calls escalated by Tier1. Handling MAP (Client requirement) and updating the same.Acting as a buddy coach for the new agents in the team and help them with any process related queries.Conducting sessions for the new agents and answering their queries.Provide team support in absence… Show more Voice-based technical support for ISP. Configuring routers like D-Link, Net gear, Linksys and BelkinBasic configuration of wireless devices. Floor walking for transition batch and handling Supervisor calls escalated by Tier1. Handling MAP (Client requirement) and updating the same.Acting as a buddy coach for the new agents in the team and help them with any process related queries.Conducting sessions for the new agents and answering their queries.Provide team support in absence of team leader and level 2.Troubleshooting issues for customers related to:Browsers (Internet Explorer, Netscape Navigator, Firebox and Safari)E-mail issues (Web mail and E-Mail clients like Microsoft Outlook Express and Netscape Mail) DSL Modems Show less