Anne Fernando
Acton,ON
Summary
Dynamic Capacity Planner with a proven track record at NTT Data, leveraging data management and project management skills to optimize staffing and enhance call center performance. Adept at analyzing trends and collaborating with cross-functional teams, ensuring service level objectives are consistently met while fostering a customer-focused environment.
Overview
16
16
years of professional experience
Work History
Capacity Planner
NTT Data
12.2021 - 07.2025
- Analyzed data consisting of call volumes, AHT and shrinkage, identified trends, tracked headcount and presented staffing requirements to HR
- Collaborated with cross-functional teams to align goals and ensure project success.
- Generated and assigned schedules using WFM tools based on business requirements and based on requirements and patterns
- Monitored call centre performance through RTA Genesys and IEX
Workforce Associate
LifeWorks (formerly Morneau Shepell)
10.2019 - 09.2021
- Monitored call center performance and ensured service level objectives were balanced
- Worked closely with Operations Management to discuss plans of mitigation
- Prepared daily/weekly reports on contact center performance
- Maintained a daily log of events of business results and provide recommendations as required
- Coordinated and scheduled off phone activities ensuring service levels objectives are not affected
- Processed vacation allotments and approved paid time off requests based on business needs
Forecasting Analyst
Shaw Communications Inc
04.2018 - 04.2018
- Analyzed call volume trends, holidays, arrival patterns and campaign activities
- Maintained and organized historical data
- Prepared weekly and monthly reporting
- Assisted with job shadowing of departmental team members
- Collaborated with Scheduling teams on vacation allotments
- Hosted weekly team meetings to create open lines of communications
National Intraday Analyst
Rogers Communications
08.2009 - 07.2014
- Monitored call centre performance through RTA Genesys system
- Investigated deviations from forecasts and service level deficits
- Daily reforecasting of call volume , AHT and staffiing variances to manage targets
- Hosted daily conference calls to review service level performances
- Ensured contingencies are in place when below targets
- Participated in special projects and assignments
Education
Business Adminiistration - Business Administration And Management
Sheridan College
Brampton, ONSkills
- Project management
- Data management
- Customer focus
- Community education
References upon request
Reference upon request
Timeline
Capacity Planner
NTT Data
12.2021 - 07.2025
Workforce Associate
LifeWorks (formerly Morneau Shepell)
10.2019 - 09.2021
Forecasting Analyst
Shaw Communications Inc
04.2018 - 04.2018
National Intraday Analyst
Rogers Communications
08.2009 - 07.2014
Business Adminiistration - Business Administration And Management
Sheridan College
Similar Profiles
Pankaj NathPankaj Nath
Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)Director - Cloud & Infrastructure Services at NTT DATA Services (Previously NTT/Netmagic)
GAZI MAMOONUR ALAMGAZI MAMOONUR ALAM
SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)SENIOR NETWORK ENGINEER at NTT GLOBAL PVT. LTD(NTT DATA)
Yashika SureshbabuYashika Sureshbabu
Service Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT DataService Desk Analyst / Acting Shift Lead at NTT GDC India Private Limited / NTT Data
Ruchi SharmaRuchi Sharma
QA Specialist Engineering TL at NTT Data (NTT cloud Com.)QA Specialist Engineering TL at NTT Data (NTT cloud Com.)
Katia HernandezKatia Hernandez
Consolidator at Lindstrom Fastener LTDConsolidator at Lindstrom Fastener LTD