Riddhi Vaja
Toronto,ON
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Workforce Analyst
Aspire Lifestyles
08.2023 - Current
- Forecast call volumes with 95% accuracy by analyzing historical data and market trends, enabling optimal staffing levels and efficient resource allocation
- Developed and implemented scheduling strategies that improved agent adherence by 20%, reducing wait times and increasing customer satisfaction
- Achieved a 10% increase in service level by optimizing workforce planning processes, including shift pattern adjustments and the introduction of a new forecasting model
- Generate comprehensive reports and maintain dashboards for Team Leads (TL) and Service Delivery Managers (SDM), including metrics on switch performance, attendance and adherence statistics, and detailed documentation of outages and staffing impacts
- Improve performance by performing trend analysis on call patterns and agent metrics, identifying areas for targeted training and development
- Ensure optimal workforce efficiency by monitoring establish thresholds for schedule adherence, agent online states, off-phone events (breaks, pre-approved AUX modes), and critical agent states (ACW, long calls, non-approved AUX modes)
- Collect and maintain accurate historical data on call volumes, average handle times, service levels, after-call work (ACW), schedule adherence, and time spent on training, coaching, and meetings, as well as other relevant metrics.
Support Analyst
Majorel
07.2021 - 04.2023
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Able to prioritize and manage multiple incidents, ensuring that Service Level Agreement (SLAs) are met and customers are well communicated
- Provide support to client's customers (US/Canada) related to Delivery Management, order issues, order update, Shipping investigations, Inbound returns and other ad hoc customer escalations
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Provide subject expertise and guidance to new hire on handling tasks and more complex issues, escalations and software applications used to implement procedures during training and production period
- Open problem records for incidents where the root cause has not been determined
- Identify issues and/or delays associated with a product onboarding requests and refresh cases and escalate to senior team as required
- Managed and processed customer orders in SAP, ensuring accuracy and timely fulfillment
- Provided updates, resolved discrepancies
- Responsible for order management while collaborating with customers, carrier providers, frontline customer service, logistics and other departments within client's business
- Ensure incidents are resolved and closed promptly and satisfactorily to Client's expectations while keeping affected Incident Reporter always informed about progress
- Document and record all aspects of client interactions in provided client management systems.
- Served as subject matter expert on call center performance metrics analysis, design, development.
Store Supervisor
Booster Juice
06.2019 - 07.2021
- Ensure customer satisfaction through providing exceptional customer service and respond to customer complaints tactfully and professionally resulting in an increase in Google rating from 3.4 to 3.7 stars
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls
- Automated food inventories management, resulting in reduction of food wastage by 18%
- Experienced with generating reports using excel and reconciliation of payroll data, including timesheets, hourly pay, deductions, and other related information
- Detailed scheduling of employees, thereby increasing the productivity by 20% and reducing the labor cost by 15%
- Overseeing new employees training programs, promoting cultural programs at the workplace, thereby developing an atmosphere of fun and engagement, resulting in less attrition.
Education
Post-graduation - Computer software and database development
Lambton College
Toronto, ON2018
Bachelor of Technology - Computer Engineering
R.K University
2015
Skills
- Interpersonal skills
- Data Analysis
- Defect Analysis and Resolution
- Root cause analysis
- Organization skills
- Problem Solving
- Attention to detail
- Business Operations Support
- Communication skills
- Documentation and Invoicing
- Multitasking and Prioritization
- Teamwork and Collaboration
- Customer Satisfaction (CSAT)
- Workforce Management
- KPI Monitoring
Tools and software
- MS office (Excel, power point and word)
- MS outlook
- MS Teams
- SAP
- Zendesk
- QuickBooks
- Salesforce
- Genesys
Certification
- Microsoft Office Specialist with Word
- Microsoft Office Specialist with Excel
- Microsoft Technology Associate with HTML5
Timeline
Workforce Analyst
Aspire Lifestyles
08.2023 - Current
Support Analyst
Majorel
07.2021 - 04.2023
Store Supervisor
Booster Juice
06.2019 - 07.2021
Post-graduation - Computer software and database development
Lambton College
Bachelor of Technology - Computer Engineering
R.K University
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