Gurwinder Kaur
Summary
Dynamic Workforce Real Time Analyst at SkipTheDishes with expertise in scheduling optimization and KPI monitoring. Achieved significant service level improvements by analyzing real-time data and implementing staffing adjustments. Strong problem-solving and effective communication skills fostered a collaborative environment, enhancing operational efficiency and reducing absenteeism rates.
Overview
4
4
years of professional experience
Work History
Workforce Real Time Analyst
SkipTheDishes
06.2023 - 11.2024
- Monitors all incoming contact channels during peak hours such as Calls, Emails and Order Volume daily to monitor service levels.
- Provide real-time updates and recommendations to LiveOps managers when performance levels are below required service level KPIs
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
Courier Operation Specialist
SkipTheDishes Restaurant Services
11.2021 - 05.2023
- Answering inquiries or investigating complaints from stakeholders regarding the online food ordering and delivery process.
- Responding to Courier Partner inquiries and/or emergencies.
- Providing information to stakeholders regarding the food ordering and delivery process.
- Updating information on the SkipTheDishes network in a timely and accurate manner.
Security Traffic Coordinator
Gracious Living Corporation
07.2020 - 10.2021
- Observe and Report
- Patrol company premises to prevent and detect signs of intrusion and ensure physical security doors, windows and gates.
- Write report of daily activities and monitor CCTV Footage.
- Monitor and authorize entrance and departure of employees, visitors and note their timing while signing in and signing out with their signatures.
Education
Trucking Dispatch And Freight Brokerage Specialist -
Rai Dispatch Training
Brampton, ON02-2025
BBA - Business Accountancy
Humber Institute of Technology And Advanced Learning
Etobicoke, ON08-2020
Skills
- Scheduling optimization
- Forecasting accuracy
- Workforce management
- Service level agreements
- Staffing adjustments
- Microsoft Excel
- KPI monitoring
- Problem-solving
- Time management
- Multitasking
- Effective communication
Accomplishments
Achieved 100% attendance with 100% QA almost every month.
Languages
English
Full Professional
Timeline
Workforce Real Time Analyst
SkipTheDishes
06.2023 - 11.2024
Courier Operation Specialist
SkipTheDishes Restaurant Services
11.2021 - 05.2023
Security Traffic Coordinator
Gracious Living Corporation
07.2020 - 10.2021
Trucking Dispatch And Freight Brokerage Specialist -
Rai Dispatch Training
BBA - Business Accountancy
Humber Institute of Technology And Advanced Learning
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