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Bio

About Myself: I Hold Master of Science in Management from University of Bath, U.K & Bachelor of Information Technology from I.G.N.O.U, New-Delhi, India.  Possess 7 years 2 Months full-time experience in diverse areas encompassing Workforce Management,  Client servicing and Technical Support. Name : Surabhi Pavan Kumar  Contact info:  Mob: +91-8095419808 E-mail : SPavan@Gmx.com Hyderabad, Telangana, India linkedin.com/in/surabhipavan Education MSc Management University of Bath, U.K 2004-2006   Bachelor of Information Technology (B.I.T) Indira Gandhi National Open University (I.G.N.O.U) 1999-2003 Higher National Diploma - Computing (Software Engineering) Edexcel International Ltd, London (UK) Part of B.I.T Course 1999-2001 BUSINESS skills Worforce-Planning,Scheduling SLA Management Contract Negotiation SERVQUAL Management Forecasting  Capacity Planning  Securites Trading (All) Project Management Client Servicing Team management Liaison & Coordination Conflict Resolution IT-skill Windows 10, 8.1, 7, XP –Expert IT H/W & S/W Support-Expert MS Excel, Word- Expert MS Outlook-Advanced Remote Mgmt. Software’s-Expert LANGUAGE SKILLS  English-Fluent Telugu & Hindi–Speak fluently French & Japanese-Learner Achievement’S Learnt IEX-Planning & Scheduling 2017-2018  – Mumbai, India Developed L1 IT Support Skills Unisys Global 2010-2014 – Bengaluru, India Learnt WFM-Planning & Scheduling   using Excel & implemented sucessfully. Devloped People Mgmt Skills. 2003 – Vcustomer ,New-Delhi   WORK EXPERIENCE  Lead Scheduler with Sutherland India Pvt Ltd, Hyderabad.  28th Feb, 2022-till date (7 Mths) àWork Force Scheduling using Aspect(ewfm) tool & IEX tool  for client. Scheduled 250 FTE using IEX for Air BNB client.   Currently Supporting Hilton Scheduling using Aspect tool. Work force Scheduler with Sitel India Pvt Ltd, Mumbai, India.| 16th Feb, 2017-till 5th Dec, 2018 (1 Yr  9.5 Mths) à Work Force Planning using MS-Excel for client Lexmark (Latin America) – Spanish, Portuguese & English Support then upload data into IEX tool. à Work Force Scheduling using IEX tool for client LG Electronics (Latin America)-French & Spanish Support. è Reason for quitting Sitel was to pursue better prospects.   Services Support Representative 2 (IT- Help Desk Analyst) Unisys Global Services India Pvt Ltd, Bengaluru,India     27th Sept, 2010-28th Feb, 2014 (3 Years 5 Months exp) àResponsible for providing IT Support on Technical issues of IT-Peripherals (Laptops, Desktops, Printers, Smart Phones) which run mostly on Windows Platform (Win-XP, Win-7 & 8).  à Successfully addressing Helpdesk queries, service requests/restoration and evolving quick Incident resolutions with minimum turnaround time using ITSM (Incident Management). è Reason for quitting Unisys was to pursue my own Business. Work Flow Analyst  IBM Daksh Business Process Services Pvt Ltd, Bengaluru | 12thJan, 2010 –14thMay 2010 (4 Months exp) à Analysed intra-day reports, Monitored SLA trends, AHT trends, Call arrival pattern. è Reason for quitting IBM was to find better prospects. Floor Supervisor   Vcustomer Services India Pvt Ltd, New Delhi, India now part of Tech Mahindra |   30thJuly 2003  – 15thSept 2004 (13.5 Mths)   Responsibilities handled as a Floor Supervisor:  Responsible to manage all  major issues effecting SLA with Hewlett & Packard (All In Ones & DeskJet’s). Workforce Management through Work-flow analysis i.e. M.I.S reporting, Scheduling team’s consisting of around 250 Technical Support Engineers (TSE) &15 Team leaders using Microsoft Excel or Blue -Pumpkin Planner tool.     Create forecasts for center to be used in staffing and scheduling:     Create and administer on-going schedules for call center employees: -      Consolidate schedules and provide inputs to Transport for creation of transport rosters. -      Integrate intra-day information into current scheduling. -      Maintain variance data on a daily basis.     Real time adherence -      Ensure that real time adherence goals are calculated and administered properly. -     Provide real-time inputs to Team Leaders & Operations Managers. -     Identify scheduling issues and provide inputs to the operations management.     Reporting -     Create and distribute schedules in accordance with center policies. -     Develop and maintain scheduling and staffing reports. -     To do trend analysis of Call arrival pattern, forecast workload on the floor based on these trends and accordingly schedule the staff – Analysis of factors affecting Service Level. -     Preparing MIS Reports on 30Min -Call Arrival pattern, FTE Calculation, Rostering, Internal Management reports, etc. è Reason for quitting - To pursue MSc Management at University of Bath, U.K   WFM Knowledge: Forecasting  using Weighted Average method, Capacity Planning, Scheduling, Report Preparation.