10011

About Myself: I Hold Master of Science in Management from University of Bath, U.K & Bachelor of Information Technology from I.G.N.O.U, New-Delhi, India. 

Possess 7 years 2 Months full-time experience in diverse areas encompassing Workforce Management,  Client servicing and Technical Support.

Name : Surabhi Pavan Kumar 
Contact info: 
Mob: +91-8095419808

E-mail : [email protected]

Hyderabad, Telangana, India

linkedin.com/in/surabhipavan

Education

University of Bath, U.K

Bachelor of Information Technology (B.I.T)
Indira Gandhi National Open University (I.G.N.O.U)
1999-2003

Higher National Diploma - Computing (Software Engineering)
Edexcel International Ltd, London (UK) Part of B.I.T Course
1999-2001

BUSINESS skills

Worforce-Planning,Scheduling

SLA Management

Contract Negotiation

SERVQUAL Management

Forecasting 

Capacity Planning 

Securites Trading (All)

Project Management

Client Servicing

Team management

Liaison & Coordination

Conflict Resolution

IT-skill

Windows 10, 8.1, 7, XP –Expert
IT H/W & S/W Support-Expert
MS Excel, Word- Expert
MS Outlook-Advanced
Remote Mgmt. Software’s-Expert

LANGUAGE SKILLS

Achievement’S

Learnt IEX-Planning & Scheduling

2017-2018  – Mumbai, India

Developed L1 IT Support Skills

Unisys Global

2010-2014 – Bengaluru, India

Learnt WFM-Planning & Scheduling   using Excel & implemented sucessfully. Devloped People Mgmt Skills.

2003 – Vcustomer ,New-Delhi

 

WORK EXPERIENCE
 Lead Scheduler with Sutherland India Pvt Ltd, Hyderabad.  28th Feb, 2022-till date (7 Mths)

àWork Force Scheduling using Aspect(ewfm) tool & IEX tool 

for client.
Scheduled 250 FTE using IEX for Air BNB client.

 

Currently Supporting Hilton Scheduling using Aspect tool.

Work force Scheduler with Sitel India Pvt Ltd, Mumbai, India.| 16th Feb, 2017-till 5th Dec, 2018 (1 Yr  9.5 Mths)

à Work Force Planning using MS-Excel for client Lexmark (Latin America) – Spanish, Portuguese & English Support then upload data into IEX tool.

à Work Force Scheduling using IEX tool for client LG Electronics (Latin America)-French & Spanish Support.

è Reason for quitting Sitel was to pursue better prospects.

 

Unisys Global Services India Pvt Ltd, Bengaluru,India 

àResponsible for providing IT Support on Technical issues of IT-Peripherals (Laptops, Desktops, Printers, Smart Phones) which run mostly on Windows Platform (Win-XP, Win-7 & 8). 

à Successfully addressing Helpdesk queries, service requests/restoration and evolving quick Incident resolutions with minimum turnaround time using ITSM (Incident Management).

è Reason for quitting Unisys was to pursue my own Business.

Work Flow Analyst

| 12thJan, 2010 –14thMay 2010 (4 Months exp)

à Analysed intra-day reports, Monitored SLA trends, AHT trends, Call arrival pattern.

è Reason for quitting IBM was to find better prospects.

Floor Supervisor 

 Vcustomer Services India Pvt Ltd, New Delhi, India now part of Tech Mahindra | 

  Responsibilities handled as a Floor Supervisor:
 Responsible to manage all  major issues effecting SLA with Hewlett & Packard (All In Ones & DeskJet’s). Workforce Management through Work-flow analysis i.e. M.I.S reporting, Scheduling team’s consisting of around 250 Technical Support Engineers (TSE) &15 Team leaders using Microsoft Excel or Blue -Pumpkin Planner tool.

    Create forecasts for center to be used in staffing and scheduling:

    Create and administer on-going schedules for call center employees:

-      Consolidate schedules and provide inputs to Transport for creation of transport rosters.

-      Integrate intra-day information into current scheduling.

-      Maintain variance data on a daily basis.

    Real time adherence

-      Ensure that real time adherence goals are calculated and administered properly.

-     Provide real-time inputs to Team Leaders & Operations Managers.

-     Identify scheduling issues and provide inputs to the operations management.

    Reporting

-     Create and distribute schedules in accordance with center policies.

-     Develop and maintain scheduling and staffing reports.

-     To do trend analysis of Call arrival pattern, forecast workload on the floor based on these trends and accordingly schedule the staff – Analysis of factors affecting Service Level.

-     Preparing MIS Reports on 30Min -Call Arrival pattern, FTE Calculation, Rostering, Internal

Management reports, etc.

è Reason for quitting - To pursue MSc Management at University of Bath, U.K

 

WFM Knowledge: Forecasting  using Weighted Average method,

Capacity Planning, Scheduling, Report Preparation.