1. ANURAG SWAMI
Date of birth: 4th January 1989.
Contact:
Tel : +91- 8860313053
E-mail : swamia275@gmail.com
Address
House No.12, First Floor, phase-1 Nr Nigam pratibha Govt. School, Ayanagar , New Delhi-110047
Profile
Objective: I am looking for a position wherein I can utilize my skills, management and staff
recruitment and provides me ample opportunity to apply all my organizational experience
I gained over time, to grow and to contribute in the most effective manner by being a key
and an effective team player with unlimited loyalty and commitment.
Key Skills
Proficient or familiar with Computers, tools used by the Analysts in the command centers, Microsoft Office including
RTA TOOLS
IEX
CMS AVAYA
Aspect RTA Tool
WFM NOW
Chatrooms
Q- Link Messenger
Quick Connect
Microsoft Tools
MS Word
MS Excel
MS Power point
MS Access
MS Outlook
MS Frontpage
MS One note
Computer Proficiency
HTML 4.6
C++ Programming
Java JDM
SQL
Work Experience
Convergys IndiaServices Private LTD
Coordinator Command Centre Band A4
Roles& Responsibilities:
From: February, 2012- Till date.
 Attend weekly/daily meetings with intraday and operations teams to review previous and current weeks
actual-to-forecast performance and staffing and forecast expectations for remainder of the week and
following week.
 Maintain employee information databases.
 Amend & maintain schedules at MU level.
 Manage approval and denial of discretionary activities, such as vacations, trainings, meetings.
 Work with operations teams to manage intraday staffing levels.
 Monitor real time adherence and take actions based on the triggers.
 Monitor real time ACD reports and take action based on the triggers.
 Performs other related duties as directed by supervisor.
 Creating tickets and STKs for any Software ID reset or requesting a new one.
 Attending the Sit man Calls and handling Downtime on Site Level.

2. Achievements in the organization:
Journey2012:
 I was hired as CustomerCareOfficer for Orange Process, within a year I was promoted to Sr.
CustomerCareOfficer.
Journey2013:
 Was awarded the Superstarofthe month forJuly2013.
 Looking at my quick learning and proactive attitude, I was shortlisted and was sent to
Convergys PUNE, for 4 months for taking care of the new transition batches and Da Vinci
TrainingProgramasaSME (SubjectMatterExpert) on company’s expenses.
 I was aligned to the new transition batches in Gurgaon to support and handle teams to manage
their schedules.
Journey2014:
 Within a yeargot promoted as an Assistantin CommandCenter(WFM) inJanuary 2014.
 I was taking care of the ComcastsiteTUCSONfromJanuary2014till May 2014.
 In June I got an opportunity to enhance my skills and joinedthe AT & T Uversecare
program.
 Wherein I take care of 5 Philippinessites.

 Havebecomea Superstarsupportforthe monthAugust2014.
 Have trained colleagues forUPSC and SLZ.
Journey2015:
 ForJanuary andFebruary extended shift for a no. instances (6 days in a go) due to staffing
requirements.
 Currently I am working on the web based model of the assessments.
 To create a web based model forany assessment and automatic calculation of the ranking
amongst team members.
SOPs andDocumentsCreated:
 CreatedSOP forSLZ.
 Createdand updatedhierarchyforSLZ.
 Madean SOP forUPSC DSS.
 Updatedthe UPSC rosterandSOP for SLZ aswas not updatedsince December2014.
 UpdatedVCC TasklistforUPSC and SLZ.
 UPSC updatedhierarchy.

3. EDUCATION
2003 to 2004 Xth General Science
Don Bosco English School, Ahmedabad Gujarat.
2005 to 2006 XIIth PCM
Asia English School, Ahmedabad Gujarat.
2008 to 2011 Bachelor of Science (Physics as Major Subject)
IGNOU, Lajpat Rai College Ghaziabad, Uttar Pradesh.
2008 to 2011 NIEILT (DOEACC) A Level
Delhi Institute of Computer Sciences, Preet Vihar New Delhi.
2008 to 2009 Web Designing Applications and DSP
Ideal Computer Institute, Ghaziabad, Uttar Pradesh.
Yours Faithfully
__________________
ANURAG SWAMI
(Date: / / ).