Experience

OTIP (Ontario Teachers Insurance Plan)

• Canada
• Insurance
• 400 - 500 Employee

• Business Analyst

  • Apr 2023 - Present

• Workforce Analyst

  • Dec 2020 - Apr 2023



Manulife

• Canada
• Insurance
• 700 & Above Employee

• Workforce Management Analyst

  • Dec 2018 - Dec 2020

  Provide effective queue management support to optimize agent skilling, schedule adherence and occupancy levels to ensure service level objectives are met Analyse, report, and present daily service level results to the management team Analyse requests for schedule changes and respond appropriately Provide effective queue management support to optimize agent skilling, schedule adherence and occupancy levels to ensure service level objectives are met Analyse, report, and present daily service level results to the management team Analyse requests for schedule changes and respond appropriately



Crawford & Company

• United States
• Insurance
• 700 & Above Employee

• Resource Optimization Specialist

  • Apr 2017 - Dec 2018

  • Create monthly schedules for contact centre staff using IEX workforce management software • Forecast claim and call volume for upcoming weeks to meet client service levels • Mentor other team members on resource optimization tasks • Respond and accommodate schedule requests from contact centre employees

• Client Service Representative

  • Jun 2016 - Mar 2017

  • Accurately completed, recorded and assigned first notice of loss for all Central Intake and Administration clients • Addressed insurer and customer inquiries, and provided data assistance by email and telephone



Plaantik

• Bangladesh
• Media Production
• 1 - 100 Employee

• Content Creator

  • Aug 2015 - Feb 2018

  -Create and manage content for Plaantik.com, the largest football website in Bangladesh and its other social media accounts in Facebook and Instagram which have over 32,000 users combined. -Create and manage content for Plaantik.com, the largest football website in Bangladesh and its other social media accounts in Facebook and Instagram which have over 32,000 users combined.



University of Waterloo

• Canada
• Higher Education
• 700 & Above Employee

• Graduate Teaching Assistant

  • Sep 2014 - Dec 2015

  -Responsible for 63 undergraduate students in Sociology Research Methods (SOC 221) course -Guide students through assignments in class and answer questions -Grade quizzes and maintain weekly office hours for students -Previously assisted with Introduction to Sociology (SOC 101) course for Fall 2014 and Winter 2015 semesters -Responsible for 63 undergraduate students in Sociology Research Methods (SOC 221) course -Guide students through assignments in class and answer questions -Grade quizzes and maintain weekly office hours for students -Previously assisted with Introduction to Sociology (SOC 101) course for Fall 2014 and Winter 2015 semesters



Somewhere In Net Ltd.

• Dhaka, Bangladesh

• Data Miner

  • Oct 2013 - Aug 2014

  -Managed the trade database and document library for The Norwegian Initiative on Small Arms which is a project under Peace Research Institute Oslo (PRIO) -Conducted careful content analysis of news reports and other media publications on arms trade and conflict -Constructed database for global black market gun prices -Managed the trade database and document library for The Norwegian Initiative on Small Arms which is a project under Peace Research Institute Oslo (PRIO) -Conducted careful content analysis of news reports and other media publications on arms trade and conflict -Constructed database for global black market gun prices



Not Here Justice in Action

• Lewiston/Auburn, Maine Area

• Research and Consulting Fellow

  • Apr 2013 - May 2013

  -Researched human trafficking cases in the United States and created profiles for sex and labor trafficking victims -Interviewed fire fighters in Lewiston-Auburn area to gauge the level of training and response to human trafficking in Maine -Created final report with suggestions for the community partner on how to educate first responders so prevent and fight sex and labor trafficking in Maine -Researched human trafficking cases in the United States and created profiles for sex and labor trafficking victims -Interviewed fire fighters in Lewiston-Auburn area to gauge the level of training and response to human trafficking in Maine -Created final report with suggestions for the community partner on how to educate first responders so prevent and fight sex and labor trafficking in Maine



Bates College

• United States
• Higher Education
• 700 & Above Employee

• Research Assistant, Department of Economics

  • Jan 2013 - May 2013

  -Gathered information about data sets and variables -Organized and cleaned up quantitative data in MS Excel -Ran regressions and other statistical tests in Stata -Worked closely with Professor Michael Murray to interpret and report results

• Admission Senior Fellow

  • Sep 2012 - May 2013

  -Conducted admission interviews with prospective students to facilitate the admission process for the upcoming year -Worked closely with 14 other fellows as well as counselors and deans at Admissions -Ran information sessions with counsellors, prospective students and families -Led student panels throughout the academic year

• Tour Guide, Office of Admission

  • Jun 2012 - Aug 2012

  -Led campus tours for Bates College admission applicants and families -Organized Admission events and information sessions