Kajal Patel
Kitchener,Canada
Summary
More than 4 years of experience in Workforce/ Real Time analysis under Client facing role/ Customer Call center Environment which includes Performing intraday functions managing service level for multi-queue environment, scheduling and capacity planning. Talented in root cause analysis and Collaborative teamwork with decisive personal style and effective communicator strategy and problem solver with global program management.
Overview
9
9
years of professional experience
Work History
Workforce /Real Time Analyst – Workforce Management
Majorel
01.2021 - 12.2024
- Strong knowledge of and experience with real time tools: Workforce management tools Cloud WFM, WFM desktop application, Genesys, ELCDB application, Power BI
- Understanding of CMS Avaya tools to analyze the data and SAP Salesforce
- Prepare, design, generate, and analyze reports infrastructure such as logs, weekly, monthly, quarterly reports
- Review department metrics to ensure all lines of business job standard objectives and KPI’s are achieved
- Forecast and capacity planning (daily, weekly, monthly, quarterly annually, ad hoc) for Customer Operations lines of businesses and services (e.g
- Customer channels, data processing, back-office transactions, etc.)
- General business acumen, including reporting and analysis, presentation skills, and organizational abilities
- Strong knowledge and experience in creating reports, Solve IT tickets
- Strong Email communication for providing feedback and updates
- Excellent knowledge of ADP Workforce and Dayforce (Ceridian) applications
- Performing schedule changes, absences, offline activities while managing all telephony/email requests within Customer Operations on daily basis
- Scheduling software tools - WFM, Community, Avaya, Salesforce/SAP, Workday, Verint, Dayforce, ADP, Genesys, Attendance adjustment tool, BMS, NICE IEX and Five 9
- Quality control (ISO 9001), Manage and respond real-time to multiple email requests
- Review, coordinate, and approve administrative tasks such as offline time off (e.g., technical issues, employee follow ups, meetings, etc.), vacation, floater days, extra hours, voluntary time off, MTO, shift modifications, other forms, etc
- Efficiently optimize schedules (via daily optimization) to efficiently schedule planned offline activities
- Coordinate with IT and Management Team daily regarding real-time requirements status and troubleshooting issues
- Collaborate with all Workforce Management Team to ensure department standards, KPI factor, data analysis solutions and system issues are managed
- Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word, OneNote, OneDrive, etc.)
Quality Assurance Analyst
Majorel
03.2020 - 12.2020
- Cross Functional and technical support of maintenance projects for our national /international clients in delivery management
- Experience in working with applications: SEMS (Shipment Exception Management system), Ticket synchronized system (Prism / Avalon), Sonar (Customer relation system), SAP
- SAP level product support for system through error analysis, trouble shooting and execution of maintenance tasks with problem solving skills
- Support and maintain business objectives with performance of in-house DB environment for providing best customer experience
- Creation and maintenance of support and operating documentation reports
Technical Service Analyst
Majorel
08.2019 - 03.2020
- Experience to work with Mac OS, Experience in working with applications: SEMS (Shipment Exception Management System), Ticket synchronized system (Prism/ Avalon), Sonar (Customer relation System), SAP
- SAP level support of our systems through error analysis, troubleshooting and execution of maintenance tasks, shown consulting abilities with innovative ideas for data analytics
- Shown exponential growth in leadership skills and communication
- Close cooperation with the internal stakeholders product management, support development and quality assurance
Customer service Associate – Part Time
Walmart
09.2017 - Current
- Customer service sales associate and Return desk associate
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Data Engineer
IndusInd Bank
08.2015 - 11.2016
- Strong customer focus and good communication skills, Independent, purposeful and analytical way of working
- High team orientation, resilience and operational readiness
- Good analytical, conceptual and organizational skill
- Knowledge of the areas: broadcast equipment, technologies and workflow
- Experience in working with XML, SQL, data migration and upload, web services scripting or programming languages and Administration of Windows, networks and databases
Education
IT BUSINESS ANALYSIS -
Conestoga College
Kitchener, Ontario05.2018
BACHELORS - COMPUTER ENGINEERING
Gujarat Technological University
Surat, Gujarat04.2015
Skills
- SQL
- MS Access
- MS SQL
- Azure SQL
- ADP Workforce
- CMS Avaya
- SAP salesforce
- CPQ process
- Dayforce (Ceridian)
- Workday
- Verint
- NICE IEX
- Five9
- Genesys Cloud
- WFM Cloud
- Attendance adjustment tool
- BMS
- ELCDB (in-house DB)
- IOS
- Mac OS
- Microsoft Power BI
- Tableau
- MS Excel
- MS Word
- Advanced logical formulae
- Data check
- Logical statements
- Mathematical calculations
- Visual Basic Application
- Google Sheets
Summaryofskills
SQL, MS Access, MS SQL, Azure SQL, ADP Workforce, CMS Avaya, SAP salesforce, CPQ process, Dayforce (Ceridian), Workday, Verint, NICE IEX, Five9, Genesys Cloud, WFM Cloud, Attendance adjustment tool, BMS, ELCDB (in-house DB), IOS, Mac OS, Microsoft Power BI, Tableau, MS Excel, MS Access, MS Word, advanced logical formulae, Visual Basic Application (macro), Google Sheets
Timeline
Workforce /Real Time Analyst – Workforce Management
Majorel
01.2021 - 12.2024
Quality Assurance Analyst
Majorel
03.2020 - 12.2020
Technical Service Analyst
Majorel
08.2019 - 03.2020
Customer service Associate – Part Time
Walmart
09.2017 - Current
Data Engineer
IndusInd Bank
08.2015 - 11.2016
BACHELORS - COMPUTER ENGINEERING
Gujarat Technological University
IT BUSINESS ANALYSIS -
Conestoga College
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