1. CAREERHIGHLIGHTS
Work Force Business Process Consultant-Capgemini
With 9 years of Qualitative experience in:
 SME / OJT Coach  LOB / Client Management  Business Process Management
 Six Sigma  Execution Planning  Quality, Project Management
 Schedule Management  Business Continuity Planning  MIS Basics
 Skill Management  Real Time Management  Work Force Management
CAREER SUMMARY:
A highly motivated and self oriented professional employed with Capgemini, Noida. Have worked with
Copalamba, Convergys India Services and Bank of America, Gurgaon, possessing a rich experience of 9 years in
BPO. Gained excellence of People handling, analytical and reporting skills with strong focus on Customer,
Business and Problem Solving Using Six Sigma Methodology.
Always keen to learn new things, trainings & programs so that I can implement them in my day to day work to
improve my working experience and skills. Adding value to the day on day work to make it more useful and
productive for the company.
Ankur Walia
Contact no- 9999193831 Email ID-ankur.walia13@gmail.com
CURRENT ORGANIZATION
Jan’15 – till Date WFM BusinessProcessConsultant–Capgemini-(IGATE Global ) (Noida)
 Working for Royal Bank of Canada, Managing the queue on real time basis for different programs, Queue
management, Skill change and multi skill updating, Forecasting, re-forecasting, queue status update.
 Reporting hourly and half hourly SL %, AHT and Occupancy reporting
 Checking for agents to adhere the schedule and meet the SL Target for the program.
 Data Analysis for different performance for multiple LOB’s at a time
 Hands on experience on IEX, Aspect, Genesis and CMS.
CAREER GRAPH:
Sept’13- Jan’15 WF Associate-Morganstanley Copalamba Research Pvt Ltd
 Managing the MIS, Billing, Client Emails, Client Calls, Business Process for Morganstanley
(Investment Banking) of 60 FTE Process.
 Weekly MIS, Monthly MIS, Weekly Billing, Monthly Billing, IB agents Attendance management.
 SLA Project management, Capacity Planning and Engagement tracking
Oct’12 – Sept’13 WFM Lead – Convergys India Services (Gurgaon)
 Handled five different program for Microsoft, Queue management, Skill change and multi skill updating at a
time
 Reporting hourly and half hourly SL %, AHT and Occupancy reporting for the different programs
 Real time adherence on IEX and Avaya. Analysis for Low SL, High AHT and Low occupancy
 Checking for agents to adhere the schedule and meet the SL Target for the program.
 Data Analysis for different performance for multiple LOB’s at a time
June’08 – Oct’12 Team Developer – Bank of America (Gurgaon)

2.  Worked with WFM team as team developer for 95 different Mu’s and Bank of America associates
 Schedule management, Skill management, SLA management, AHT management, Good Knowledge of IEX and
EWFM Aspect( for Home loan LOB)
 OJT coach for new hires, SME and Quality coach for the process
 Risk and compliance Spoc, Transport management for the team
 LOB Engagement through calls and emails.
 Create Short Term, Mid Term and Long Term Forecast bases designed Model, Incorporate Holiday factor or
other factors due to National Events/Calamity Provide Inputs to Remodel Forecasting Model
 Adding attrition, Manager Change, Skill change, overhead change share point forms on real time basis.
 Six Sigma Certified and did two JDI’s for Process improvement.
March’07 - Jun’08 CITI Bank Officer – IBM Daksh (Chandigarh)
 Handling Inbound queries for CITIBANK inbound Customers.
 Maintenance of credit card accounts which includes fund transfer, Loan on credit cards, new Card, to verify
Fraud Transactions on credit cards , offering silver, Gold and Platinum cards
 Credit cards statement and transaction details on cards
 Converting transaction into EMI’s ,Updating the credit card account as per verification process
ACHIEVEMENTS & AWARDS:
 Top Performer award winner for 2011 at BOA
 Gold Award winner for Q1 2012 at BOA
 Top performer for Q2 at BOA
TRAININGS
 Fish
 Performance to Higher standard part -1, Performance to Higher standard part -2
 Excel training 2003, 2007
 Information protection
 Anti-money laundering, Know your customer, Fraud protection,
 Even Eagles need a push
 Risk and compliance training
 Business etiquette and personal grooming
EDUCATION
 Bachelor in Science (Non-Medical), from H.P. University, Shimla
 Bachelor of education from RC college of Education H.P.University.
 Master of science(Physics electronic) Gurukul kangri Viswavidhayalya Haridwar
COMPUTER EXPERTISE
 One year computer Diploma
 MS – Office, Windows98, 2000, & XP.
 Good Knowledge about Microsoft Office(Excel, word & PowerPoint).
INTRAPERSONAL SKILLS
 Highly Motivated with Professional skills and work Ethics
 Friendly reliable and very well organized
 Always keep an eye on achieving team performance and process targets
 Ready to work in any kind of situation and Work pressure
PERSONAL DETAILS:
Father’s Name : Sh. Ravinder Kumar Walia
Date of Birth : 3rd September, 1982
Marital status : Married
Languages Known : Hindi, English and Punjabi
Address : S/o Sh. Ravinder Kumar Walia V. P.O. & Teh Dehra Distt. Kangra (HP) 177101

3. Declaration
I hereby declare that the above given information are true to the best of my knowledge and
conscious.
Place:
Delhi Ankur Walia