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manmita adoni

@manmitaadoni

Workforce Management professional at HCL Technologies, improving SLA performance through real-time feedback and staffing support.

India

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What I'm looking for

I'm also open to Human Resources roles, drawing on my PGDM in Human Resource Management and hands-on experience in employee coordination, training support, attendance monitoring, performance feedback, and team engagement initiatives.

At HCL Technologies, I managed the allocation of real-time analyst tasks for workforce coverage and supported operations teams with staffing and real-time feedback to improve SLA performance.

At Accenture, I analyzed workforce and operational data, developed reports and dashboards, and supported forecasting and staffing decisions. I also monitored schedule adherence and attendance patterns, and contributed to process improvement and planning discussions.

Earlier, at Tech Mahindra, I analyzed call volumes and workforce trends and adjusted shifts, breaks, and lunches based on intraday needs. I also have experience in customer and technical support, employee engagement initiatives, training support, and people coordination, and I'm open to Human Resources roles.

Experience

Work history, roles, and key accomplishments

Deputy Manager

HCL Technologies

Jul 2024 - Jan 2025 (6 months)

Managed allocation of real-time analyst tasks to ensure 24/7 workforce coverage aligned with business requirements. Reviewed published reports and validated performance data used by operations leadership for employee feedback and decision-making.

Workforce Management Real time Analysis SLA Monitoring Dashboard Reporting Stakeholder Management Excel

WFM Analyst

Accenture

Nov 2021 - Jul 2024 (2 years 8 months)

Analyzed operational and workforce data to support forecasting, reporting, staffing decisions, and service performance management. Developed dashboards and reports for leadership visibility into service levels, trends, productivity, and business results.

Workforce Management Forecasting Reporting Data Analysis Dashboard Development Excel AWS CMS NICE IEX

Technical Support Executive / WFM Real-Time Analyst

Tech Mahindra

Mar 2018 - Nov 2020 (2 years 8 months)

Delivered voice-based technical support for Australian customers, resolving product and service issues with strong customer satisfaction focus. Analyzed real-time call volumes and workforce trends to help maintain daily, weekly, and monthly service levels.

Technical Support Customer Service Real time Analysis Workforce Management Reporting Training

Customer Support Executive

Amazon India Pvt. Ltd.

Jan 2017 - Jul 2017 (6 months)

Supported customers through chat for website, order, tracking, delivery, and service-related queries across APAC operations. Handled complaints, documented customer issues, tracked service KPIs, and helped improve customer experience outcomes.

Customer Support Live Chat KPI Tracking NPS FCR AVR

Client Support Analyst 1 - Expense

Concur Technologies

Dec 2015 - Apr 2016 (4 months)

Supported clients with product configuration and issue resolution for Concur Expense applications. Investigated client issues, coordinated solutions, and worked in a fast-paced support environment.

client support Issue Resolution Product Configuration Training Support

Technical Support Engineer

Schneider Electric

Nov 2013 - Jul 2015 (1 year 8 months)

Provided technical support for software, hardware, peripherals, network connectivity, and related tools. Escalated advanced issues to higher support tiers and contributed to workflow and survey improvement projects.

Technical Support Troubleshooting Escalation Management Employee Engagement

Education

Degrees, certifications, and relevant coursework

NMIMS University

PGDM, Human Resource Management

2021 - 2023

Pursued a PGDM in Human Resource Management, gaining expertise in HR strategy, employee relations, and organizational development.

Atria Institute of Technology

Bachelor of Engineering, Telecommunication Engineering

2010 - 2013

Earned a Bachelor of Engineering in Telecommunication Engineering, building a strong foundation in communication systems and engineering principles.

K.H. Kabbur Institute of Technology

Diploma in Engineering, Electronics and Communication

2007 - 2010

Completed a Diploma in Engineering with a focus on Electronics and Communication, gaining practical knowledge in electronic systems and communication technologies.