1. AJAY BABUBHAI KOTHIYA
E-Mail : akothiya0202@gmail.com Mobile: 9594883047
Permanent Address :
B / 70 / 202, Shree Trimurti C. H. S. Ltd.
Anand Nagar, New Link Road,
Dahisar (East).
MUMBAI – 400068.
SNAPSHOT
 A result oriented professional with 8 years experience in Client Relationship Management &
Team Management.
 Presently working with Firstsource Solutions Ltd, Mumbai as (WFM / MIS).
 Extensive experience in consistently raising sales and profitability for the company.
 Proficient at maintaining cordial relationship with customers, ensuring quality and service norms
to achieve customer satisfaction and business retention.
 An effective communicator with excellent relationship building & interpersonal skills.
 Excellent team player with the ability to motivate and drive a team as & when necessary.
AREAS OF EXPERTISE
 WFM (Capacity Planning/Analysis/Resource Planning)
 Handling 3 different process. 1. Webchat 2. Voice 3. Back office
 Webchat process (Oracle tool)
 Voice process (Avaya tool)
 Forecasting ( Week of the day, Daily, Weekly, Monthly)
 Trend Analytics (Daily, Weekly, Monthly & Interval Level)
 MIS (Billing/Payroll/Headcount/Management Reports/Cross-skilling/Leave Planner)
 Prepare different types of dashboard
 RTA, Scheduling, Scheduling adherence & Coordinate with client (Workflow Management)
 Team Management (Assigning work as per expertise)
 Automation of Report through different formulas, Pivots & Macros
 Basic knowledge of VB & Access
EDUCATION
 Bachelor of Commerce (B.com) (BBI) in the year of March 2008. From (Mumbai University).
 Higher Secondary School Certificate (H.S.C.) in the year of March 2005. From Board
(Maharashtra State Board of Secondary and Higher Secondary Education of Mumbai).
 Secondary School Certificate (S.S.C.) in the year of March 2003. From Board – (Maharashtra
State Board of Secondary and Higher Secondary Education of Mumbai).

2. Computer Skills
Basic computer knowledge : Good working knowledge in Word, Excel, Power point, and advanced
Excel reports (i.e., pivot table, goal seek, auto filters, Define name, Vlookup, Hlookup, Lookup,
Match, Concatenate, Conditional formatting, if, sumif, countif, sumproduct, indirect, index,
forecasting, validation, Index-match, Vlookup-match which is used prepare to MIS reports.
EMPLOYMENT PROFILE
Since Apr’12- Till Date at Firstsource Solution Limited, Mumbai
Department: WFM
Designation: Sr. Executive, Mumbai, India
Reporting to: Sr. Manager
Job Role:
 Ensure Client/Customer goals are met by analyzing work volume variance & desired SLA are
met.
 Maintaining Capacity & seat Utilization for all the teams.
 Ensure all required WFM data is tracked and trended on a continuous basis.
 Prepare Daily / Weekly / Monthly Reports and distribute to the Managers & Onshore Client.
 Ensure all the teams maintain their data accurately.
 Updating and automation of Dashboard.
 Analyzing operational issues and participating in continuous improvement.
 Analyzing and Restructuring of reports.
 Analysis of data, monitoring & updating of data, coordination with other functions for operational
related activities & issues.
 To track and monitor business trends coming out of daily/ weekly/ monthly reports
Since Oct’08 – March’12 at Firstsource Solution Limited, Mumbai
Department: Mortgage Operation (Back Office)
Designation: Senior Customer Support Associate, Mumbai, India
Reporting to : Team Leader
Job Role:
 Working as Back-up of Team Lead.
 Upgrading existing customers, complimentary services with add on loan, Access to increase
credit limit of the customer as per past records to certain limit.
 Updating daily reports of peers, collating other data, Floor walking, trained new joinee, Updating
Lean program Management report, Helping Team Leader in Monthly Overview and many
additional work apart form process.
 Pre-flighting and handling of jobs at an executive level and Quality Check of jobs.
 Job responsibility is to make sure that the Production Team achieves the client’s expectations.
 On time delivery and with quality above 98%.
 Job duties also include Quality Check to make the document error free.

3. ACHIEVEMENTS
 Spark Award for best work performance
 Get certificate on Fraud Catcher award
 Received 5 time awards for excellent performance in quarter.
 Received 2 time awards for performance of the year.
 Certified with silver level WFM course.
 Attend Yellow belt training
INTEREST & HOBBIES
 Playing Cricket & Watching Movies.
PERSONAL DETAILS
Date of Birth : 2nd
February, 1988
Marital Status : Married
Sex : Male
Languages : English, Hindi, Marathi, Gujrathi (Mother Tongue).
Nationality : Indian