Positivity R

During my time at IBM India PTY LTD, I had the privilege of working as a Report Analyst within the workforce management team. I was responsible for facilitating and developing performance insights for the teams associated with workforce management. In this role, I developed and coordinated schedules and provided regular (daily, weekly, and monthly) workforce-performance reports and dashboards to management. I also conceptualized analytical insights for Contact Centre leadership to support cost and quality improvements.

My expertise in assessing and manipulating tables, charts, graphs, formulas, macros, and pivot tables in Microsoft Excel enabled me to design and deliver long-term (monthly) and short-term (weekly & daily) skills-based capacity plans that included call volume, AHT, shrinkage, Schedule adherence, login adherence, and headcount requirements. Furthermore, my focus on extracting the required raw data from Avaya CMS management tools enabled me to process a model to exhibit the trend analysis and forecasting report.

As a Senior Quality Analyst, I collaborated with management to provide training on improved processes and assisted in creating and maintaining quality training. I provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. I also engaged in the implementation and maintenance of the customer complaint log.

Throughout my career, I have been appreciated for my ability to communicate messages clearly and concisely and summarize information effectively. I believe that my experience and skills would be valuable to your organization, and I am excited about the opportunity to contribute to your team's success.

Thank you for considering my application. I look forward to discussing my qualifications further and am available for an interview at your convenience.

Sincerely, 

Rajalakshmi K R

During my time at IBM India PTY LTD, I had the privilege of working as a Report Analyst within the workforce management team. I was responsible for facilitating and developing performance insights for the teams associated with workforce management. In this role, I developed and coordinated schedules and provided regular (daily, weekly, and monthly) workforce-performance reports and dashboards to management. I also conceptualized analytical insights for Contact Centre leadership to support cost and quality improvements.

My expertise in assessing and manipulating tables, charts, graphs, formulas, macros, and pivot tables in Microsoft Excel enabled me to design and deliver long-term (monthly) and short-term (weekly & daily) skills-based capacity plans that included call volume, AHT, shrinkage, Schedule adherence, login adherence, and headcount requirements. Furthermore, my focus on extracting the required raw data from Avaya CMS management tools enabled me to process a model to exhibit the trend analysis and forecasting report.

As a Senior Quality Analyst, I collaborated with management to provide training on improved processes and assisted in creating and maintaining quality training. I provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. I also engaged in the implementation and maintenance of the customer complaint log.

MBA - Finance & Martketing