Shahnawaz Alam
@shahnawazalam
Dedicated professional with 5 years in workforce management and analytics.
IndiaWhat I'm looking for
I am a dedicated and results-driven professional with 5 years of experience in workforce management, real-time analysis, and customer support. My career began at Tech Mahindra Ltd. as a Customer Support Associate, where I developed expertise in handling customer interactions and issue resolution. My journey has been marked by promotions that reflect my adaptability and analytical skills.
In my current role as a WFM Scheduler, I optimize staffing and collaborate with operations, clients, and leadership to enhance efficiency. I am committed to driving business success through data-driven decision-making and strategic workforce management. My continuous learning mindset and strong understanding of workforce planning and reporting tools empower me to contribute effectively to any team.
Experience
Work history, roles, and key accomplishments
Optimized staffing, planned headcounts, and collaborated with operations, clients, and leadership to enhance efficiency. Utilized IEX for staff scheduling, break optimization, and workforce planning.
Honed skills in data management, reporting, and workforce analytics. Proficient in Avaya CMS, Salesforce, InContact, Amazon, and Genesys for tracking adherence and generating reports.
Gained expertise in handling customer interactions, issue resolution, and service excellence. Utilized Microsoft Office Suite for data analysis and presentations.
Handled customer interactions and resolved issues for the Flipkart process. Developed strong typing speed and email drafting skills for professional correspondence.
Education
Degrees, certifications, and relevant coursework
Maulana Azad National Urdu University, Hyderabad
Bachelor of Arts, Art
Grade: 1st
Completed a Bachelor of Arts degree, focusing on a comprehensive curriculum. Gained foundational knowledge and analytical skills relevant to various fields.
Sh. Goenka College Sitamarhi
Intermediate, Physics, Chemistry, Mathematics
Grade: 3rd
Completed Intermediate education with a focus on Physics, Chemistry, and Mathematics (PCM). Developed strong analytical and problem-solving skills.
SRPN HS Bajpatti, Sitamarhi
Matriculation, General Studies
Grade: 2nd
Completed Matriculation from Bihar School Examination Board. Gained fundamental knowledge across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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