Looking for a job

Harinitha Prakash

@harinithaprakash

Workforce management specialist at Fresh Works Technologies who improved response times by 20% through workforce allocation.

India

Message

At Fresh Works Technologies Pvt Ltd, I analyse operational data to optimise workforce allocation across service channels, improving response times by 20%. I also developed data-driven scheduling strategies that increased employee satisfaction by 15%.

I integrate workforce management solutions with existing SaaS platforms and maintain performance dashboards that give stakeholders real-time insights. My staffing forecasts use statistical models and predicted call volumes and chat requests with 95% accuracy.

Previously, at Quess IT Staffing, I supported organizational teams with operational analysis, scheduling, and ticket assignment workflows. At Standard Chartered Bank, I served clients, supported sales, and trained new personnel.

Experience

Work history, roles, and key accomplishments

Current

Specialist Triage

Current

Fresh Works Technologies Pvt Ltd

Jun 2023 - Present (3 years 4 months)

Analyse operational data to optimize workforce allocation across multiple service channels, resulting in a 20% improvement in response times. Develop and implement data-driven scheduling strategies, balancing business demand with employee preferences, leading to a 15% increase in employee satisfaction.

Workforce Management Data Analysis Scheduling BI Tools Forecasting Statistical Modeling Cross Functional Collaboration SaaS Integration

Data Analyst

Quess IT Staffing

Mar 2021 - Jun 2023 (2 years 3 months)

Act as the central operations specialist, supporting multiple organizational verticals through data-driven insights. Manage and optimize scheduling requests by analyzing patterns and balancing customer demand with workforce availability.

Data Analysis Scheduling Operational Analytics Stakeholder Management Ticket Management Decision Support

Client Care Executive

Standard Chartered Bank

Dec 2016 - Oct 2018 (1 year 10 months)

Handled high call volumes per shift, delivering relevant product information, acquiring new customers, and ensuring consistent service quality. Developed and implemented a consultative sales approach to identify customer needs and recommend tailored solutions.

Customer Service Sales Consultative Selling Client Acquisition Training Escalation Management Retention

Operation Executive

Aegis Pvt Ltd

Apr 2015 - Oct 2016 (1 year 6 months)

Delivered prompt and accurate customer support by addressing inquiries, recommending effective solutions, and resolving issues, significantly improving satisfaction levels. Proposed and implemented retention procedures that reduced customer cancellations and strengthened loyalty.

Customer Support Retention Process Improvement Team Productivity Best Practices