Sumeet BhardwajWZ 254, Street No. 8,

Sadh Nagar, Palam Colony,New Delhi - 110045

Ph - +91-987-385-9859Email: Sumeet.bhardwaj1987@gmail.com

AcademicQualifications

Graduation in Commerce from Deshbandhu College, Delhi University – 2007

12th from Andhra Education Sr. Sec School, Janak Puri - 2004 10th from CBSE Air Force Sr. Sec School - 2002 Three months certificate course in Air Travel Fares & Ticketing from

IITTM, Chanakya Puri, New Delhi

Work Experience

Fidelity National Information Services. – Sr. Analyst (Business Analyst Team)

May’13 – Till Date

Inter Globe Technologies(IGT) Pvt Ltd. – RTA & MIS Analyst

Oct’10 – May’13IBM Daksh - Workforce Management (WFM – Performance & MIS

reporting)Nov’09 – Oct’10

IBM Daksh - Sr. Exec Operations (Voice)

June’07 – Oct’09

DesignationSr Analyst

(Business Analyst Team)

DurationCurrent Role

(May’13 onwards)

Fidelity National Information Services. – 8 Months

Work Area: WFM

Developed projected volumes for intra-day, daily, weekly, monthly, and annual increments.

Solves moderately technical problems with project schedules and approaches problems and solutions with a new perspective.

Monitoring queues and providing real time solutions in order to meet the SL.

Publishing Daily, Weekly and Monthly reports along with MIP and OT data for the process.

Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels.

Analyzed call volumes and patterns, reports forecast and actual performance for sites and/or call handling groups, and maintains other information needed for accurate forecasting. 

Analyzed call volume and staffing trends and makes recommendations to management.

Generated standard reports on a scheduled basis. Introduction of staggered shift pattern to enhance capacity

and to meet the SL.

InterGlobe Technologies Pvt Ltd, India – 29 months

DesignationExec - WFM

DurationCurrent Role

(Oct’10 onwards)

DesignationSr Analyst -

CWFM

DurationCurrent Role

(Nov’09 onwards)

Work Area: WFM29 Months of Workflow experience (Profile):

Monitoring Real Time Adherence (RTA) to manage queues, maintaining service levels and Average Speed Answer (ASA), identify underutilized associates and manage areas with unusual calling patterns.

Regulating real-time call volume in a multi-skill, virtual call centre environment.

Using workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments.

Assessing availability for training, special projects and other functions.

Providing effective work schedule templates for call-handling positions to most efficiently meet ASA and service level requirements as defined by management.

Designing, building and maintaining databases and/or spreadsheets tracking key service statistics.

Monitoring and reporting schedule adherence.

Creating a daily MIS reports on based on the performance of individual agent and tracking the deviation from the targeted performance level assumed.

Other duties as assigned.

IBM Daksh Business Processes Services Pvt. Ltd, India – 3 Years & 3 Months

Work Area: WFM10 Months of Workflow experience (Profile & Competency): Managing timely and accurate compilation, production and

analysis of Daily/Weekly/Monthly MIS metrics. Responsible for the delivery of accurate and timely management

information through the application of proper project managerial principles, i.e. requirements definition, creation of a prototype, testing and implementation of the solution.

Presentations and Analytics support. Database and Application Security. Provide Accurate Monthly Submissions to key linkages. Expertise on Business Objects. Trained to modify and develop

new Business Objects queries and reports.

Responsible for (Nov’09 – Oct’10): MIS deliveries for Intuit accounts operating out of NCR &

Manila

MIS Deliveries:

DesignationSr. Exec Operations (Voice)

Duration (June’07 -

Oct’09 onwards)

Providing the variable performance management data i.e. Incentive preparation for Intuit for NCR and Manila.

Providing results & regular updates for various R&Rs (internal or client sponsored) to enable improved performance

Within tight SLAs, provided re-worked Incentive scores to enable PBC closure for Ops

Designing new reports wherever required basis the business dynamics

Other key activities:

Enabling Operations to achieve their targets: Preparation of the production reports that display performance on

agent level rolling up to the LOB owner enabling performance management.

To design new reports, as when required either for client or internal use.

To assist Operation in creating visibility for various any Reward & Recognition programs & achieving high results.

To provide any specific information asked by Operation as and when required.

Initiatives:

Initiated the Streamlining of Manila Head Count. Educated them about the current discrepancies and keep a check to ensure 100% accuracy.

Created a common report for NCR and Manila location and prepared a template which saved 50 minutes daily.

Scheduled the reports in Business Objects and set the reports to receive on mail.

Attended all three Training programs of Business Objects. Consumer and Analyst Report Developer Advanced Reporting

Work Area: Operations28 Months of Operations experience (Profile & Competency):

Job Responsibilities: Have been involved in inbound calling and providing solutions

to the customer queries based in UK Team handling in the absence of TL

Rewards & recognition 2 times awarded as Star of the Quarter in Interglobe

Technologies. Have received appreciation notes from customers Appreciation from Quality dept on customer handling Have been awarded several times with certificates and gifts

for outstanding performance and crossing the defined targets.