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RESUME

Syed Zuhaib
#60/1, Mackan Road, Shivajinagar
Bangalore -560001
Mobile: 7795438114
Email: salu.zahid@gmail.com

OBJECTIVE
To reach a position in an organization which would help me to explore and develop my expertise and
skills, enabling me to grow professionally as a team worker.

ACADEMIC QUALIFICATION

Course Institution Board

PUC Quwathul Islam College Karnataka Pre University Board

SSLC St.Xavier’ Boys High School Karnataka Secondary Education Board

Desired Skills

 Excellent numerical and analytical ability with good presentation skills.


 Knowledge of WFM metrics and reporting skills.
 Exposure to inbound, Chat/E-mail Environment.
 Knowledge of MS office which includes MS Excel, MS Access and MS PowerPoint and other MS
Office Components.
 Excellent interpersonal and communication skills ( Both written and spoken )
 Worked with Avaya and cisco software.

Key Responsibilities related to my role


 Responsible for managing workflow and analyzing workforce efficiency for approximately 2000
employees
 Monitor and analyze call volume distribution to ensure efficient accessibility and service levels.
Provided input to improve our customer experience and satisfaction with call center cost and
efficiency in mind.

 Track the everyday attendance and provide recommendations for understaffing and overstaffing.
 Coordinate with WFM and other Traffic Analysts on the same campaign to ensure continuity of
coverage and distribution of up-to-the-minute statistical data about the day
 Worked closely with Operations Management to assist them in enforcing schedule adherence and
call time threshold guidelines for the campaign
 Inform Operations management so decisions can be made regarding OT, off-phone/chat activities
with up-to-the-minute daily statistics.
 Prepare and send intraday as well as daily, weekly and monthly performance reports and Provide
support in identifying, tracking and reporting system issues/downtime
 Review and analyze contact arrival patterns and provide recommendations to improve customer
practice.
 Ensure data integrity within the WFM system.
 Capture, store and report on historical statistics.
 Provide historical reporting compilation as required by the campaign
 Produce and review reports; recommend productivity and efficiency improvements.
 Prepare the root cause analysis when service goals are missed

Languages Known
English : Speak, Read, Write
Kannada : Read, Write
Hindi : Speak
Urdu : Speak, Read, Write

Experience

Worked with IBM and Concentrix for the period of 7years.


(Worked with Axis bank call center as WFM RTA and promoted as WFM MIS taking care of NOOR Bank
Dubai based company.)

Personal Particulars
Date of Birth : 27th Jan 1992
Father Name : Syed Saleem
Mother Name : Ayesha Sultana
Sex : Male
Nationality : Indian
Marital status. : Married

DECLARATION:
I hereby declare that the information given above is true & correct to best of my knowledge & belief.

Date :
Place: Bangalore Syed Zuhaib