Summary
Overview
Work History
Education
Skills
Technicalqualifications
Personal Information
Languages
Disclaimer
Work Availability
Timeline
CustomerServiceRepresentative
SHOBIN ANTONY

SHOBIN ANTONY

Deer Lake,NL

Summary

Seeking a challenging environment, where by my knowledge and experience can be shared and enriched, to further enable my personal and professional development

Overview

9
9
years of professional experience

Work History

Lead-Real Time Analyst

Fareportal India Pvt. Ltd
03.2016 - Current
  • Communicated effectively with impacted businesses, providing updates on actions taken and current operational status
  • Monitored intra-day scheduling forecasts versus actual volumes, making necessary adjustments to staffing and scheduling to maintain optimal service levels
  • Reviewed and made decisions on same-day, unplanned off-phone requests, ensuring efficient handling of unexpected tasks
  • Proactively communicated and coordinated with site operations to execute planned and real-time activities seamlessly
  • Served as a key resource for addressing inquiries related to daily call center operations, offering clear and actionable guidance
  • Identified and escalated system difficulties or outages, including issues with switches, routing systems, computer systems, and department-specific applications, facilitating prompt resolution
  • Monitored global events for potential crises impacting business operations, gathered relevant information, created impact reports, and communicated necessary updates to stakeholders
  • Created, managed, and distributed daily and ad hoc reports, delivering insights and updates to support business decision-making and performance evaluation

Executive Business Analyst-WFM

Fareportal India Pvt. Ltd
11.2015 - 01.2016

Education

Master Of Business Administration - H.R.M

William Carey University
06.2014

Advanced Diploma - IT Infrastructure And Network Engineering

Accel IT Academy
01.2011

Bsc - Electronics With Computer Hardware

Jai Bharath College,Perumbavoor
03.2010

Plus Two -

Technical Higher Secondary School,Aluva
03.2007

SSLC -

St.John The Baptist C.S.I, EMHS , Aluva
03.2005

Skills

  • Experience with real-time dashboards and monitoring tools (eg, IEX, Avaya, Genesys)
  • Proficiency in Excel, Power BI other Microsoft tools

Technicalqualifications

  • Accel Certified Advance Diploma in IT Infrastructure & Network Engineering
  • Advanced Excel

Personal Information

  • Passport Number: U6874409
  • Passport Date Of Issue: 10/20/20
  • Passport Place Of Issue: Cochin
  • Passport Expiry Date: 10/19/30
  • Date of Birth: 08/08/89
  • Marital Status: Married
  • Religion: Christian

Languages

  • English
  • Hindi
  • Malayalam
  • Tamil

Disclaimer

I hereby declare that the above-furnished details are true to the best of my knowledge.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Lead-Real Time Analyst

Fareportal India Pvt. Ltd
03.2016 - Current

Executive Business Analyst-WFM

Fareportal India Pvt. Ltd
11.2015 - 01.2016

Master Of Business Administration - H.R.M

William Carey University

Advanced Diploma - IT Infrastructure And Network Engineering

Accel IT Academy

Bsc - Electronics With Computer Hardware

Jai Bharath College,Perumbavoor

Plus Two -

Technical Higher Secondary School,Aluva

SSLC -

St.John The Baptist C.S.I, EMHS , Aluva

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SHOBIN ANTONY