HR ADVISOR
Shell Business Service Centre Sdn Bhd
Total years of experience :30 years, 3 Months
KEY RESPONSIBILITIES : HR ADVISOR (SR.)
•I am still performing the duties of HR Advisor (shared below)
•Ensuring that Job aids, policies and the macro tools are updated for the use of the team
•Being the DLR focal, Compliance and competency focal also being part ofRRASS (Relatives Response Awareness )Team, now known as the Global Crisis Support team (also one of the lead in SBO KL- HR Ops)
•Sharing CI ideas to the team
(PART-TIME) Tour company which gets their employee's from the phone application. This has allowed me to meet various people from different culture and backgrounds. My love for travel has pushed me to purse a carrier on my free time for travels and tours. Key Responsibilities 1. Creating tours for customers 2. Being a licensed tour guide. 3. Providing information about our country and the historical sights. CONFIDENTIAL: REKA LUXSHMI REGUNATHAN (CV)
KEY RESPONSIBILITIES : BUSINESS ANALYST
KEY RESPONSIBILITIES : SERVICE MONITORING SPECIALIST (WORKFORCE MANAGEMENT & ANALYTICS) SEPTEMBER 2009 - JAN 2016
•Initially CSC didn't have a reporting tool, hence we did manual forecasting, scheduling and staffing which include manual tracking of attendance for about 280 staff who worked 24/7.
•Proactive workforce planning based on demand and performance requirements. Ensure schedules are generated on a regular basis to maximize efficiency of resources.
•Oversee daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment.
•Daily planning and review and identify call volume trends and averages on a weekly, monthly, quarterly and seasonal basis which includes long term and short term forecasts. This was done manually, later, we obtained Blue Pumpkin tool which was very efficient where breaks schedules and shifts were done by the system.
•Provide real time monitoring of agents, queues and overall operational health of the center during core hours.
•Capture, store, and report on historical statistics and also highlight issues with inadequate use of Aux Codes, After Call and High Handle Times that impact the ability to meet contacts targets. At the same time highlight key performers that have minimal use of Aux Codes, After Call and low High Handle Times.
•Develop and implement contingency plans in conjunction with Service Desk Operations. Identify any gaps in service / SLA performance and arrange training / leveraging accordingly.
•Introduction of Centre Daily Attendance and SLA Performance statistics, leveraging plans, daily area of focus for the Operations team.
•Preparing and sharing procedures of the systems for the Operations team which includes trainings to Managers, Team leaders as well as agents when it comes to introduction of new systems or procedures.
•Somewhat influences, hiring manager's decision on employing staff for call center or the workforce team.
KEY RESPONSIBILITIES: ANALYST (2005 - 2006)
•Cross trained to Credit Management Queue (CMQ)
•BAU on all queues as well as trainer and checker and BAU audit for CCS Q-Topia and CMQ.
•Instructions are correctly interpreted and fully undertaken and tasks are processed in accordance with policies and procedures.
•Prepared weekly and monthly training and progress reports of the trainees
•Completed the TCS and also the error reports for both process Key achievements Met HDPM's target on productivity and accuracy within the stipulated time frames.
KEY RESPONSIBILITIES : ASSISTANT MANAGER RESOURCE & PLANNING (ASIAPAC) & OPS COORDINATION (RESOURCE ADMINISTRATOR - NEW ZEALAND CALL CENTRE (WORKFORCE MANAGEMENT) (YEAR : 2006 - 2009)
•Prepared daily, weekly and monthly Agent Performance, Service Level reports also updating and maintaining the attendance, training & recruitment reports are sent out accurately and on time daily.
•Preparing weekly Dash Board meeting materials for MO's, AVP and VP.
•Forecast and plan Annual Leave to be cleared on targets for monthly, quarterly and yearly basis.
•Responsible for the daily operations of the call center providing support and guidance to about 200 staff including the which are the Singapore, Brunei, Australia, New Zealand and Taiwan, which are a 24/7 call center.
•Designed, developed and implemented schedules based on historical call volume patterns in collaboration with the Operations team manually in MS Excel to ensure adequate staffing levels are met. Key achievements
•Promoted to Assistant Team Lead after 1 year of service
•Developed special forecast for an entirely new center without any historical data in MS Excel using forecasted volumes.
•Handled a few projects for the whole HDPM such as the transportation list updates and updating of the Agent Administration System.
