Shivali Pradhan
Brisbane,Australia
Summary
Focused on providing professional service and support to every office visitor. Diligent about scheduling appointments, managing packages and routing mail to recipients. Positive nature with excellent people skills. Skilled Scheduler familiar with compliance and documentation requirements. Hardworking professional with an organized approach.
Overview
9
9
years of professional experience
Work History
Scheduling Specialist
Ikea
, Australia
06.2022 - Current
- Defining rules for scheduling and assigning to individual co-workers to generate schedules for coming weeks using specific algorithms in order to balance business and co-worker needs
- Sense checking and validate medium- and long-term capacity plans from groups to adapt when relevant to local situations
- Translating the weekly forecasts from the group Demand & Capacity (D&C) into interval patterns in order to reflect customer demands
- Validating the forecast from group D&C in order to increase business relevance and accuracy for the inhouse and outsourced workload
- Running scheduling process to match shifts with individual preferences in order to incorporate co-workers' needs where possible
- Integrating co-worker input in the scheduling process (e.g
- Availability, preferences, shift swapping) in order to ensure optimal work/life balance on an individual level
- Publishing schedules to co-workers in order to create transparency and a common view
- Performing pool management and schedule maintenance to address local short-term needs
- Defining activities and timings within a shift, including tweaks and changes to shifts based on short term view of demand, in order to keep the schedule relevant despite changes in demand/capacity
- Managing major schedule changes required, connected to events, such as town hall meetings with senior management, in order to balance co-worker and business needs
- Swapping shifts between co-workers to keep the schedule up-to-date and provide flexibility when needed
- Providing insights and feedback to the group D&C team, coordinating with Scheduling & Intraday, to improve upstream forecasting and planning process
- Ensuring close collaboration with the Intraday Specialist in order to secure continuous intraday operations.
Intraday Specialist
Ikea Australia
, Australia
06.2022 - 11.2023
- Continuously ensure targets are prioritize correctly in order to maximize customer experience and meet goals
- Continuously evaluate forecasts against actual demand and trends in order to determine if a re-forecast and further actions are required
- Monitor schedule adherence and wrap times on all queues, and feedback to Remote team leaders in order to ensure best customer experience across Sales and Resolutions services
- Regularly orchestrate reviews of result, resources,schedule adherence and rolling forecast with remote partners in order to ensure a clear view of partner capacity, and to enable a great place to work and great customer experience
- Coordinate short term measures on supply side, e.g , rescheduling training , to balance co worker and customer experience while operating against the right costs
- Monitor Queues times and abandon rates on all queues across channels and skill in order to prioritize co-worker efficiency to customer - facing activities and reduced customer wait times.
Workforce Real Time Analyst
Menulog
, Australia
02.2022 - 06.2022
- Set the strategic direction of your team and manage overall delivery of real time and operational metrics of the business
- Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements addressing at least: supply:demand balance, employee satisfaction and attrition levels
- Work with the onsite and remote WFM team to provide real time playbook alignment for the business
- Responsible for driving achievement of real time metrics
- Coordinates with Operations (Team Leaders, Operational Managers, etc.) to ensure WFM processes and practices are in place and properly executed
- Act as an escalation point to address and resolve real time support matters for the business
- Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines
- Manage the ongoing development of the onsite RTA Teams.
Workforce Real Time Analyst
Concentrix India
, India
09.2021 - 01.2022
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Delivered targeted advice on issues such as applicable employment regulations, compensation strategies and internal systems to help companies update antiquated or ineffective approaches
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
- Optimized schedules, forecasts and other tools to present to management
- Worked with management to develop strategic and tactical plans to meet different requirements
- Provided training on dashboard and package development to team members and management
- Maintained energy and enthusiasm in a fast-paced environment.
Technical Support Specialist
Concentrix Australia
Brisbane, Australia
06.2020 - 12.2020
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Developed and tested new product offerings prior to release to assist the development team in bug identification
- Removed malware, ransomware and other threats from laptops and desktop systems
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Submitted service tickets for equipment maintenance requests
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Sales and Marketing Specialist
News Corp Australia
Brisbane, Australia
09.2019 - 06.2020
- Achieved sales goals using persuasive selling methods
- Designed and carried out market research to detect and attract new customers
- Developed campaigns and specific marketing strategies for clients
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion
- Tracked key metrics and developed spreadsheets and data models.
Customer Service Officer
Concentrix India
Chandigarh, India
10.2015 - 05.2016
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Explained product prices and packages as well as answered questions and addressed concerns of customers
- Opened new accounts and documented personal, demographic and payment information in system
- Set up appointments with interested customers according to schedule availability
- Made an average of 25 outbound per day
- Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service
- Answered inbound telephone calls from interested customers.
Education
Masters of Information Technology -
James Cook University Australia
11.2019
Bachelors of Technology -
Himachal Pradesh University, India
06.2014
Skills
- Capacity Planning
- Demand forecasting
- Data Collection & Research
- Stakeholder rapport
- Data Analysis
- Managing schedules
- Resolving issues
- Staffing requirements
- Planning and Coordination
- Technical issues analysis
- Troubleshooting and Diagnostics
- MS Office
- Customer Service
- Data management
- Business negotiations
- Customer service and support
- Payroll Processing
- Timesheet Management
- Time management skills
- KPI Monitoring
- Resource Planning
- Workforce management tools
Tools & Software
- IEX Nice
- Avaya
- Calabrio (Scheduling)
- Zendesk Chat monitor
- Verint (Rostering and Forecasting)
- UKG workforce central (Kronos)
- Genesys and Pulse.
Languages
English
Professional
Hindi
Native/ Bilingual
References
References available upon request.
Timeline
Scheduling Specialist
Ikea
06.2022 - Current
Intraday Specialist
Ikea Australia
06.2022 - 11.2023
Workforce Real Time Analyst
Menulog
02.2022 - 06.2022
Workforce Real Time Analyst
Concentrix India
09.2021 - 01.2022
Technical Support Specialist
Concentrix Australia
06.2020 - 12.2020
Sales and Marketing Specialist
News Corp Australia
09.2019 - 06.2020
Customer Service Officer
Concentrix India
10.2015 - 05.2016
Masters of Information Technology -
James Cook University Australia
Bachelors of Technology -
Himachal Pradesh University, India
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