Experience

• 

  GoSee

  • Auckland, New Zealand

  • Business Analyst

    • Aug 2022 - Jun 2023
    • Auckland, New Zealand

• 

  Kāinga Ora - Homes and Communities

  • New Zealand
  • Government Administration
  • 700 & Above Employee

  • Business Intelligence Developer

    • Aug 2021 - Sep 2022

  • Customer Insights Analyst

    • Oct 2019 - Sep 2021

  • Workforce Planner

    • Feb 2014 - Sep 2021

    • Forecasting and Scheduling across two sites for a 24/7 call centre operation via Genesys WFM.• Working with the Quality Team to ensure that reporting and system issues are sorted out.• Advanced Excel Skills ensured faster processing of data via macros.• Reporting on a daily basis on Service Level and Agent Statistics to higher management via Genesys WFM.• Prepared a Standard Operating Procedure for the Workforce Management team processes.• Setting up of new staff via Config Manager and assigning contracts via Config Utility. • Basic SQL Knowledge.

• 

  iiNet

  • Auckland, NZ

  • Real Time Officer

    • Oct 2012 - Jan 2014
    • Auckland, NZ

    • Sole responsibility of managing Real Time adherence across the Iinet and Westnet queues via the call centre in Auckland across five sites over weekends. • Schedule exceptions and off-phone activity in line with shrinkage to achieve and maintain service levels.• Changes to agent skill sets to ensure that wait times are balanced across all queues. (Voice and Email) and keeping email lists within TAT.• Managing real time requests for off phone activity from team leaders and centre managers.

• 

  Kotak Mahindra Bank

  • Mumbai Area, India

  • Team Manager

    • Aug 2007 - Jun 2011
    • Mumbai Area, India

    • Implemented a project to reduce costs on average call handling time for one month.• Being a quick learner and due to my good interpersonal relations with the call centre staff I was made responsible for sales contests and new joinee induction program for the Mumbai site.• Process improvements for handling escalations and funds transfer requests.• Other responsibilities included floor management and officer performance monitoring.• Real time monitoring of officer login via Avaya systems.

• 

  HSBC India

  • Staff Officer

    • Feb 2006 - Jul 2007

• 

  JP Morgan Chase - India

  • Team Member - Chase India Services

    • Oct 2003 - Feb 2006