Prabhat Hira

Prabhat Singh hira Father’s Name:Mr. Amarjeet Singh Hira Date of Birth:December 15th, 1980 Sex:Male Marital Status:Married Address:WZ-1881, Second Floor, Multani Mohalla, Rani Bagh, New Delhi - 110034. Phone No.:- Email Address-objective To acquire a challenging position in a reputed organization where my skills and talent on reporting and workforce management can be utilized in an effective manner. ACADAMIC QUALIFICATIONS Graduation (B. Com) : Done from Delhi University in the year 2002. Intermediate (Class XII) : Done from AISSE in the year 1999 in Commerce Stream with First Division. Matriculation (Class X) : Done from CBSE in the year 1997 with First Division. cOMPUTER PROFICIENCY ‘O’ Level Diploma in Computers from Department of Electronics, With ‘A’ Grade, with the following subjects: Operating Sysems : Windows 9x, Windows NT, Windows Vista, Windows 7, MS-DOS, Linux (Red Hat). Work Environments: Office 97 onwards – MS-Word; MS-Excel – Everything on Excel - Excel built in tools, Complex Formulae and Functions, Data management, VBA Macros, User Defined Functions, Input and Output Forms; MS-Powerpoint; MS-Access – Queries, Database Maintenance and creating applications with front-end forms. SQL – Creating database and queries on SQL, and connecting it with the front-end. Programming : ‘C’ Language, Foxpro 6.0, HTML, Visual Basic, Visual Basic for Applications, SQL Server. INTERESTS & ACTIVITIES Outdoor games like Cricket, Soccer & Basketball. Indoor games like Table Tennis, Billiards, Snooker, Pool, and Bowling. Listening Music, Surfing Net, & Reading Books during leisure time. Work experience June 2002 - December 2004 Maruti Service Masters Designation : Executive (Sales & MIS) The main job that I was doing was to look after the sales and purchase of the Pre-owned Cars. The business is best known as ‘Maruti True Value’. The job also involved taking care of the physical records, maintaining the records in soft form, Registration and Insurance transfer of the vehicles and MIS reporting to the management at equal intervals. It also included following up with the customers and analyzing the Customer Satisfaction level. Also took part in Sales Promotion Fairs organized by the True Value and Maruti Udyog Limited. December 2004 – July 2005 IBM Daksh Business Process Services Pvt. Ltd. Designation : Specialist- Customer Support Customer support of one of the biggest Mobile service provider company in US through emails. July 2005 – December 2005 IBM Daksh Business Process Services Pvt. Ltd. Designation : Specialist – Workflow Management (Job Profile given below) January 2006 – December 2006 IBM Daksh Business Process Services Pvt. Ltd. Designation : Sr. Specialist – Workflow Management(Job profile given below) January 2007 – September 2007 IBM Daksh Business Process Services Pvt. Ltd. Designation : Team Lead – Workflow Management Taking care of and Proficient in all the workflow actions like: Planning and Scheduling; Real-time Monitoring of the volumes; Volumes Analysis on a Weekly, Monthly, and Yearly basis; Stack Ranking. Created the stack calculation methodology and ran the incentive process successfully for 2 years; Headcount analysis; Database Maintenance; Reporting to the Internal Clients in different departments including Operations, HR, Finance, Training etc; Reporting productivity and SLA data to external client; Creation of applications using MS-Access. Created databases and queries for storing and fetching data, and created form based applications to upload, download, and reporting of data. Creation of automated excel reports, using Functions and inbuilt tools of excel. Have a very good command over VBA macros and form creation in excel through controls; created automated and user friendly reports to cut short the time taken. September 2007 – August 2008 Wipro BPO Pvt. Ltd. Designation : Team Leader – MIS and Resource Management The job profile was as below: Creating automated reports for the F&A BU using MS-Excel and MS-Access; Automating reports already in the function using VBA Macros; Creating front-end applications using VBA Forms which accepts data from the user and stores in the excel database; Data warehousing for the whole of the BU in MS-Access tables; Reporting to the management on a daily, weekly, and monthly basis; Creating the Monthly and Quarterly review presentations for the BU; Tracking the actual headcount details for all processes across different locations; Calculating and providing the current forecasted headcount requirements for all processes to the central sourcing team; Getting the fulfillment details from the sourcing team and reporting to the concerned parties, keeping a track and following up on the remaining requirements with the sourcing team. Calculating the current and forecasted attrition rate for all processes and for the BU as a whole; Keeping a tab on the total seats and systems per process; Calculating and circulating Seat Utilization numbers for all processes and for the BU as a whole on a regular interval; Working with operations to improve SU; Keeping a tab on the new business, working with Solutions to finalize the location, headcount requirements, seat requirements, and technological requirements; Providing the Transitions deptt the data for similar processes so that they can negotiate the process dynamics with the client. August 2008 – April 2013 Convergys India Services Pvt. Ltd. August 2008 – October 2011 Designation : Sr. Team Leader (Assistant Manager), Reports – CM Reporting Team (A global team with sub-teams across the globe) - MIS and reporting for 2 clients – a) One of the largest banking corporations of the world and one of the biggest client of Convergys. We support their US operations for 6 LOB’s, the HC of all 6 taken together is around 2000 FTE. Locations served – Gurgaon (In), Cebu City (Ph), Quezon City (Ph) and Manila (Ph); 6 reportees in India and 5 in Philippines. b) One of the largest credit reporting, risk management, and supply management companies in the world. We support their US operations for them. Locations served – Bangalore (In), Manila (Ph), and Omaha (US); 3 reportees in India taking care of reporting needs for all locations. The job description was as follows: Resposible for the timely and accurate delivery of all kinds of reports, the frequency of which can range from Daily to yearly; Resposible for the performance and development of 12 direct reportees at 3 different geographies (India - Gurgaon, Bangalore, and Philippines – Manila, Cebu City), training and coaching them on all reporting needs, and providing feedback on all matters. Responsible to make sure that all reports (globally) are as automated as possible. This includes automating reports in the function using VBA Macros (for MS-Excel, MS-Word, and MS-Outlook), MS-Access, and advanced Excel; Creating front-end applications using VBA Forms which accept data from the user, store the data in the excel database, and then compute and deliver the compiled results. One of the achievements has been to automate many reports so that they are automatically created at a set time and sent out the clients through email; Data warehousing for the process in MS-Access and MS-Excel tables; Focal for the process on Sharepoint server. Names the administrator of Sharepoint server and taking care of all requirements such as user management, uploads and downloads, and surveys. Taking care of the same since 2 years now. Creating the Monthly and Quarterly review presentations for the process; Tracking the actual headcount details of all processes across different locations including India and Philippines; Keeping track of the historical volumes so that the volume forecasts (interday and intraday) for all LOB’s can be created, which in turn helps in creating the schedules for all LOB’s. Calculating and providing the forecasted headcount requirements of the process to the management for them to take the decisions on future headcount requirements; Providing the headcount and attrition details for the process to the higher management and the client; Calculating the current and forecasted attrition rate for all the LOB’s in the process; Keeping a tab on the total seats and systems per LOB; Calculating and circulating Seat Utilization numbers for all the LOB’s and the process as a whole on a regular interval; Working with technology to keep the system downtime as low as possible, which in turn minimizes the business loss; Closely working with Operations and understanding their needs. This enables me to provide them the details as required for them to run the business efficiently and smoothly; Closely working with the Client Services team to fulfill any kind of requirement that client has in terms of reports / information. Creating Scorecards and Payouts for all production agents / TL’s / OM’s in the process, and getting the incentives processed through Payroll. November 2011 Till April 2013 Designation : Manager Reports – CM Reporting Team – Managing Reporting for 4 technology & Financial clients across the globe – a) One of the largest Banking and Financial Organizations; b) One of the largest credit reporting, risk management, and supply management companies in the world; c) Biggest software company in the world; d) Biggest hardware services providing company in the world; The job description was as follows: Managing reporting teams across different geographies – tracking their performance and goals; Communicating with higher management to finalize goals and development plans for individuals and then executing that plan in the team; Communicating with business to understand their requirements on reporting and implementing those through the reporting teams making sure the needs are met; Creating transition / implementation plans for new reporting needs across the verticals; Budgeting cost and revenue per year basis headcount requirements and billing to the business; Defining SLA’s between reporting teams and business making sure every detail is captured for a smooth running of the reporting teams; Working on special projects e.g. transitioning reporting teams across geographies, creating a pool of manpower for backfilling, automation and creation of tools to help the organization achieve the goal; Providing forecast and analysis on different metrics; Presenting reports to the management; Team Span – 40 FTE [6 Team Leaders, 34 Reporting Analysts]; April 2013 – December 2013 Incall International Global Services Ltd. Designation : Account Supervisor – Operations Managing customer service teams for 4 different countries and languages. The total span is 25 agents, with 3 team leaders also reporting into me; Managing the client and communicating daily with them to understand their requirements and following up on issues; Following through with new customer service initiatives and projects and making sure they run smoothly and swiftly; Reporting end of day numbers to the client and internal customers to increase visibility; Training and retraining agents and team leaders wherever required. December 2013 onwards Freelance Admin Support I provide freelance support through various freelancing websites in the following fields: Customer Support – Voice, Email, and Chat; Administrative Support – Data Entry, Research, Website Management, Social Media Management etc. Call Center Management – Managing call center teams as a supervisor / manager, managing people as well as processes; Reporting and Data Analytics through Excel and VBA programming; Wordpress Website Management; Project Management Support; Crowdfunding Support; Other admin support; PROFESSIONAL ACHIEVEMENTS Six Sigma Yellow Belt Certified from IBM Daksh & Convergys; Received M-ACE (Monthly Award for Convergys Excellence) for best Leader category. Received M-ACE (Monthly Award for Convergys Excellence) for Reporting team for June-2009. Received A-ACE (Annual Award for Convergys Excellence) for Reporting team for year 2009. Languages known English, Hindi, and Punjabi. Salary currently Drawn INR 12,00,000 per annum. Salary expected Negotiable. ______________________ ( Prabhat Hira ) ______________________ ( Date )