Naif Ansari
Scheduling Analyst
Mumbai
Summary
Collaborative and analytical professional with experience in fast-paced, dynamic environment, seeking to transition into new role. Developed skills in data analysis, time management, and strategic planning/Scheduling, enabling efficient and effective operational improvements. Poised to bring attention to detail and strategic mindset to new challenges and opportunities.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Scheduling Analyst
TECH MAHINDRA PVT LTD
06.2023 - Current
- Part of UK based account 3UK.
- Established strong working relationships with internal clients/Management to understand their requirements and constraints in order to create optimal schedules.
- Optimized scheduling processes by analyzing data and identifying areas for improvement.
- Managed high volumes of scheduling requests, prioritizing tasks based on urgency and impact.
- Ensured compliance with labor regulations, internal policies, and contractual obligations through diligent monitoring of employee work hours.
REAL TIME ANALYST
SITEL INDIA PVT LTD OR FOUNDEVER
02.2022 - 06.2023
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
SR. CUSTOMER SERVICE REPRESENTATIVE
SITEL INDIA PVT LTD OR FOUNDEVER
07.2021 - 01.2022
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
CUSTOMER SERVICE REPRESENTATIVE
SITEL INDIA PVT LTD OR FOUNDEVER
06.2020 - 06.2021
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
CUSTOMER SERVICE REPRESENTATIVE
Eureka Out sourcing solutions
05.2019 - 08.2019
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Was one of the best performers during my span.
Education
SSC -
KMES HIGH SCHOOL & JUNIOR COLLEGE
01.2015 - 01.2016
HSC -
KMES HIGH SCHOOL & JUNIOR COLLEGE
01.2017 - 01.2018
Bachelor in Management Studies - Marketing
B.N.N. DEGREE COLLEGE
01.2018 - 01.2021
Skills
- Skilled in using Microsoft Office tools
- Strong interpersonal communication
- Strong team-oriented mindset
- Experience with IEX, eWFM, and Genesys Cloud
- GWFM certification holder
- Effective deadline management
Personal Information
- Date of Birth: 09/05/00
- Nationality: Indian
Certification
GWFM Certified
Timeline
GWFM Certified
02-2025
Scheduling Analyst
TECH MAHINDRA PVT LTD
06.2023 - Current
REAL TIME ANALYST
SITEL INDIA PVT LTD OR FOUNDEVER
02.2022 - 06.2023
SR. CUSTOMER SERVICE REPRESENTATIVE
SITEL INDIA PVT LTD OR FOUNDEVER
07.2021 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
SITEL INDIA PVT LTD OR FOUNDEVER
06.2020 - 06.2021
CUSTOMER SERVICE REPRESENTATIVE
Eureka Out sourcing solutions
05.2019 - 08.2019
Bachelor in Management Studies - Marketing
B.N.N. DEGREE COLLEGE
01.2018 - 01.2021
HSC -
KMES HIGH SCHOOL & JUNIOR COLLEGE
01.2017 - 01.2018
SSC -
KMES HIGH SCHOOL & JUNIOR COLLEGE
01.2015 - 01.2016
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