Neelam Rafael Gaikwad

Neelam Gaikwad Planning Analyst – Resource Planning (WFM) Email-Mobile - - Total Experience –9 Years 4 months Qualification – Bachelor of Commerce INTRODUCTION ✓ An accomplished Planning Analyst with 9.4 years of experience in providing resource planning / WFM services to streamline operational delivery for clients within ITES industry ✓ Possesses diverse experience in Business Process Management ,Contact Centre Management, for UK, US clients and industries like Financial Services, Retail, Media, Telecom, Travel, Utility, Internet Search, Automobile, Privet / Public / Government sector in multi-channel, multi-site environment ✓ Proven understanding of executing WFM, Resource planning / Capacity Management practices ✓ Solid experience in managing WFM / Planning services for business size ranging from 100 to 1000 FTE ✓ Excellent understanding of contributing in providing Operational support, Planning (WFM) to Operations spread across 35+ clients, 15,000+ FTE, 7+ sites, multiple geographies (3 continents) and 87+ million contacts per year. ✓ ✓ Strong management and leadership skills with focus on building strong client relationships through excellent communication. QUALIFICATION / EXPERIENCE HIGHLIGHTS Service Delivery Quality Analyst Additional Responsibility Training/Mentoring WFM / Resource & Capacity Planning Process Improvement Objective To contribute in the process of creating an environment which allows diverse minds to positively engage to foster growth and wealth creation for the organization, its employees, its customers, and society at large. PROFESSIONAL EXPERIENCE Name – Capita India Pvt Ltd, Pune, India Role – Resource Planning Analyst (WFM) July 2006 – May 2014 Promoted as Resource Planning Analyst in March 2011 as part of centralise WFM / Resource Planning team to assume responsibility of the WFM / Planning for UK clients. With consistent exceptional performance progressed from Service Delivery Administrator to a Resource Planning Analyst. Capita Plc. has more than 350 sites, 70,000+ people and £4.3 billion in revenue. Selected Responsibilities & Highlights – ✓ Manage delivery of Resource Planning (WFM) services to 3 to 4 different UK clients. ✓ Manage the team of 5 Resource Planning Administrators. ✓ Review weekly, intra-day forecast using historical data and WFM tools. ✓ Produce and publish accurate staffing schedules across single and multi-skill operational functions. ✓ Identify potential staffing shortfalls/issues before they occur and make the necessary recommendation for changes to support service levels. ✓ Ensure maintenance of accurate staff records within workforce management and telephony systems. ✓ Manage shrinkage, track trends and plan offline activities within targets, ensure minimal or no impact to service levels and flag potential issues. ✓ Pro-actively review staffing schedules against intraday call profiles and provide creative shift designs and recommendations that will deliver optimal staffing efficiency in line with customer needs. ✓ Play an instrumental role in identifying WFM process gaps and provide improvement solutions. ✓ Develop strong cross-functional working relations that enable ongoing improvements within the Resource Planning (WFM) function. ✓ Attend Daily, Weekly, Monthly (client and internal) Resource Planning conference calls and provide required input in the planning process. ✓ Initiate weekly meetings with on shore UK Planning Managers to review next month forecast and schedules. ✓ Conceptualize and create various planning reports daily, weekly and monthly for onshore team and operations. ✓ Collect, analyze, and interpret data to identify trends to address staffing and Operational issues. ✓ Support initiatives to improve efficiency, performance, and productivity. ✓ Partner with the stakeholders to determine key assumption inputs into the staffing plan to identify and resolve potential staffing gaps. ✓ Contribute in developing staffing needs with onshore UK Managers for each entity to meet volume demand. ✓ Perform team reviews, weekly team meetings and facilitate performance improvement plans. ✓ Manage retention strategies for the team and ensure succession planning for knowledge retention. ✓ Conduct training need analysis, align training and mentoring sessions for the team and monitor progress Name - Capita India Pvt. Ltd, Pune, India Role – Service Delivery Administrator (WFM) December 2008 Joined Ventura Pvt. Ltd.UK (subsidiary of NEXT PLC, UK) in 2006 and over the years performed various roles & assignments. Started as Customer Support Associate and progressed to Resource Planning Administrator, Service Delivery / Real Time Administrator to Planning Analyst. Capita took over Ventura in July 2011. Capita Plc has more than 350 sites, 70,000+ people and £4.3 billion in revenue. Selected Responsibilities & Highlights – ✓ Ensure Service Delivery Management of off-phone activities for all the clients in UK from India. ✓ Populate off-phone activity report for operations with areas of improvements. ✓ Daily, Weekly and Monthly service reporting to onshore teams and management. ✓ Maintain accurate information in planning systems – Aspect eWFM, Avaya, Skill Database etc. ✓ Ensure all schedules are accurate to meet the client forecast and intra-day demand. ✓ Provide service assurance to UK Operations teams by completing schedule changes (tickets) within SLAs. ✓ Engage with on shore Service Performance Managers to understand peaks and troughs in forecast demand. ✓ Manage all escalations from onshore teams, operations teams and internal stakeholders pertaining to service delivery issues ✓ Work closely with the Senior Managers on issues related to performance and provide input in recovery strategies. As a Customer Service Associate – ✓ ✓ ✓ July 2006 – September 2008 To place orders for customers. Providing information on stock availability To promote various offers and upselling latest products. Name – E2E SewizSol Pvt. Ltd. Pune, India Role – Customer Care Executive August 2004 – December 2005 Selected Responsibilities & Highlights – ✓ ✓ ✓ ✓ ✓ ✓ ✓ Handling Inbound Calls. Receive calls from customers regarding service or query resolution with respect to Tata Indicom. Answer participant questions, as well as question customers to obtain full understanding of what information is being requested. Document all calls with regards to customer enquiries accurately using Call tracking System. Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion. Follow-up with customers within a specified time period in regards to the initial phone call. Provide quality customer service on every call.