Scribd Logo
Upload

Welcome to Scribd!

  • 1 views

    Rahul's CV

    Uploaded by

    ramollanaveen4
    Rahul

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Rahul's CV

    Uploaded by

    ramollanaveen4
    1 views3 pages
    Rahul

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Rahul

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    1 views3 pages

    Rahul's CV

    Uploaded by

    ramollanaveen4
    Rahul

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 3

    RAHUL BHAIRAVI

    Auckland, New Zealand | +64-22-594-0899 | rahulb0709@gmail.com

    PROFILE SUMMARY

    Highly analytical and customer-focused Workforce Analyst with over two years of experience in data analysis,
    interpretation, and presentation. Possesses advanced skills in data query and analysis tools, such as MS Excel, and
    demonstrates a proven ability to collaborate effectively with cross-functional teams to drive business success. A proactive
    team player with a growth mindset, committed to continuous learning and development.

    NOTEWORTHY ACCOMPLISHMENTS

    • Promoted to Supervisor role, overseeing the resolution of complex customer queries and facilitating the
    onboarding and training of new team members.
    • Contributed to excellent customer service at Concentrix NZ Services Ltd and was awarded the Company’s
    prestigious Supremo Award in March 2021.
    • Received Supremo Award in July 2023 for outstanding management of rosters and call handling in a busy
    contact centre at Concentrix NZ Services Ltd.

    SKILLS
    • Stakeholder management and relationship building.
    • Strong time management skills and effective prioritization.
    • Experience in analyzing, interpreting, and presenting complex data sets.
    • Advanced skills in power query and analysis tools, such as MS Excel.
    • Proactive team player with a growth mindset.

    TECHNICAL SKILLS
    • Proficiency in MS Excel and advanced data analytics tools such as Power Query.
    • Familiarity with data visualization tools such as Power BI.
    • Well-versed in Workforce Management tools such as Genesys, Verint, NICE.
    • Knowledgeable in Genesys, OMNI, and Amazon Web Services Telephony systems

    WORK EXPERIENCE

    Suncorp New Zealand Services Limited, Auckland, New Zealand


    Real Time Analyst
    October 2023 – Present

    • Deliver Workforce Management best practice across all frontline teams.


    • Support Lead Workforce Planner in modelling the impact of business growth and providing forecasts to ensure
    service targets are met.
    • Support frontline leaders with management of scheduled/forecast staffing levels and requirements.
    • Manage daily staffing, workflow rosters, and real-time adjustments to meet service targets.
    • Maintain an overview of all daily frontline telephony queues to monitor adherence.
    • Deploy real-time queue tactics to uplift/maintain service levels.
    • Support and contribute to workforce management performance reporting and analytics across Consumer Sales
    & Service and Claims Teams.
    • Provide analytical insights and recommendations to improve decision making for the Chief Customer Office
    Leadership Team.
    • Utilize technical solutions, modelling, reporting, data mining, and analytics to identify business opportunities and
    analyse frontline business performance.

    Concentrix Services (New Zealand) Limited, Auckland, New Zealand


    Real Time Analyst and Workforce Scheduler (Relief)
    January 2022 – September 2023

    • Optimized agent schedules with diverse rotation patterns to meet call volume forecasts and address staffing
    gaps effectively.
    • Managed scheduling efficiency, analysed performance data, and made real-time adjustments for optimal
    operations.
    • Generated comprehensive reports on attendance, adherence, performance, CSAT, schedule state, and
    unplanned absenteeism.
    • Prepared and distributed accurate weekly payroll reports to relevant departments.
    • Monitored real-time adherence and promptly reported gaps to leadership for action.
    • Identified call volume fluctuations and optimized schedules through resource reallocation.
    • Managed roster changes based on agent activities and business needs, communicating, and taking necessary
    actions for out-of-adherence instances.

    Support Leader and Subject Matter Expert (Relief) - Air New Zealand Contact Centre
    March 2022 – December 2022

    • Supported daily operations and provided coaching to fellow consultants.


    • Conducted comprehensive job training for new team members to achieve service level goals.
    • Collaborated in defining processes, policies, and business rules.
    • Represented the team's operational needs accurately.
    • Communicated pertinent business and operational information to customers effectively.
    • Contributed to the development and implementation of user documentation and training materials.
    • Guided colleagues to ensure the accuracy of content.
    • Resolved issues related to project/program deliverables within expertise.
    • Managed approvals for changes to rules, processes, and policies.

    Delivery Centre Consultant - Air New Zealand Contact Centre


    September 2019 – March 2022

    • Understood and described all client services to customers.


    • Managed customer requirements from start to finish.
    • Provided support with Air New Zealand Reservations and other ancillary services.
    • Assisted customers with Air New Zealand applications and online tools.
    • Communicated effectively with customers, peers, support staff, and management.
    • Assisted and mentored new consultants during their on-the-job training.
    Eco Travels Sandringham & Sandringham Post Shop, Auckland, New Zealand
    Tourism & Travel Consultant
    August 2018 - September 2019

    • Provided support to walk-in customers for postal services.


    • Shared information on transport, accommodation, activities, and places of interest.
    • Generated leads through outbound phone calls and performed product marketing on social media.
    • Maintained communication with airlines and tour operators for attraction and pricing information.
    • Assisted customers with travel, accommodation, and activity bookings.
    • Supported shop manager with promotion and cross-selling of cruise and holiday packages.
    • Assisted supervisor with budgeting and review processes.
    • Managed and arranged debt collection if required.
    • Identified and resolved issues with internet connectivity and system hardware.
    • Maintained sales reports and managed customer data.

    EDUCATION

    • Certificate in Handling and Interpreting Data for Decision Making Level 6 Micro-credential from Future Skills Academy, 2023
    • Master of Business Administration from the National Institute of Tourism and Hospitality Management, Hyderabad, India
    • Bachelor of Technology in Computer Science & Engineering from Sree Chaitanya College of Engineering, Karimnagar, India

    You might also like