1. Suchitra Rajan
Mobile: 09886384389
Email: suchitranrajan@gmail.com
Job Objective
Seeking Assignments in a well-diversified organization that provides challenge, growth and will utilize my
ability to facilitate profitable growth and superior customer experience.
Executive Summary
 Possess broad exposure in Operations Management, sales Data Management, Business Analysis,
Forecasting, Work Force Management, Change Management and customer service management.
 Over 9 years of experience in Global Operations, Customer Service, Change Management with
recognized strengths in project management, Analysis, Problem Solving, , Customer Service,
Planning/Implementing proactive procedures.
 Proficient in running successful process operations & experience of developing procedures, service
standards for business excellence.
 Possess excellent interpersonal, communication and organisational skills with proven abilities in
training & development, customer relationship management and planning.
 Updated Skills in VBA SAS and Advanced Analytics. Mentored in the Analytics Marketing team for
skills in SQL.
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Education
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Diploma in Hotel Management .Masters in Literature. Certificate in VBA,SAS, Advanced Analytics, SQL.
Organizational Experience
Dell, Bangalore Since January’2006
Sales Support Data Management through Seaton in Dell India –October 2013-Present)
Dealing with Customer data in Sales and analysis.
Call Routing and Scheduling Analyst – GCCO (August 2010 till October 2012)
 Set up enterprise scheduling for the LA SMB Care and Chat Queues showing significant improvement
in service level.
 Scheduling Bids for various US queues having queues in India and Philippines.
 Analyze and identify the sites headcount and performance.
 Service level projections and analysis.
 Recommend changes in HoO to ensure better service levels across all businesses.
Global Call Centre Operations Specialist - (December 2008 – August 2010)
 Capacity Planning, Real time queue management, Business performance analysis and reporting that
helps in business decisions, business operations management
 Capacity Forecasting, Shift Scheduling, Seating and Real time Queue management
 Managing BCRP situations
 Training and mentoring new hires
 Involved in reporting to the business on performance on an hourly, daily, and weekly basis.
 Responsible for monitoring real-time queue status and driving routing performance as per routing
rules defined

2.  Responsible for liasoning with scheduling team, projects team to drive initiatives and experiments.
 Responsible for partnering with cross functional teams for UAT
 Understanding of telecom applications, CMS, Avaya, SIBEL, Delta, etc.
 Involved in setting up new call routing paths
GCCO Expert - (February 2007 – December 2008)
Queues Controlled: US Consumer and SMB Tech and Care Queues .Chat Queues. APJ and EMEA Tech
Support
 Monitoring the service level and SIR for all LOB; Real-Time Queue performance summary Ensuring
adherence to guidelines and norms established by the organization.
 Reporting Intra Day and EOD Performance
 Change management –Working with the IT Teams and Sites to resolve Telecom and IT issues
affecting Call taking.
 Raising Trouble Tickets ,Doing initial Trouble Shooting, Coordinating with Sites Business and IT Teams
opening up Bridges for updates to speed up issue resolution
Creating Share point reports to track Downtime of sites and Tools
Highlights
 Instrumental in implementing Weekly reports to highlight the triggers affecting Queue Performance
 Automation of Ad Hoc reports –Backup Excel Reports. MTD reports. VDN Based reports
 Successfully developed SQL Queries and macros for Data Analysis and Reporting purposes.
Customer Care Representative (January 2006 – January 2007)
 Resolving queries regarding the Customer Orders, Creating Orders for Peripherals, Initiating Returns,
Coordinating with technical Support regarding Warranties and basic trouble shooting .
 Responsible to drive the Team’s metrics such as CE (Customer Experience), RR (Resolution Rate),
RDR (Repeat Dispatch Rate), XPR & Service Level in order to achieve the service delivery goals.
 Prepare reports on, Resolve rate and Customer Satisfaction on a weekly, monthly and quarterly
basis
 Mentoring new hires in the team on Sales and Communication skills
 Monitor the calls and provide feedback to team members, coach and guide them.
 Report daily/weekly performance to the business.
 Also as a team member taken initiatives in identifying ways to achieve the team target and metrics.
Process Management
 Mapping business requirements and coordinating in developing, implementing and transitioning
processes in line with the guidelines specified by the business.
 Preparing Standard Operating Procedures for Operation Manual, Service Level Agreement (SLA) and
getting the same approved by the business.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
Highlights
 Topper of the Quarter Award in Q4 FY 07in the Customer Care Queue
 Recipient of Bronze Award for Q4 FY12 in the Scheduling Analyst Role.
Mphasis,Bangalore October 2003–December 2005
Customer Service Executive
Handling of Credit Card Customers’ Queries and Complaints. Selling of Balance Transfers.

3. Highlights
Recipient of Top 5 sellers of the month twice
Assisting Team Leader with Monitoring quality of Agents’ Calls .Maintaining records of Agents
Performance. Floor Walking, Training New Hires.
Strengths
 An energetic, focused team player, leader with ability to build cohesive and productive team.
 Hard working, Active, optimistic
 Ability to work under pressure, Good communication skills
 Positive Attitude
IT Skill Set
 Applications : SAS, AVAYA, eWFM, MS-SQL, , MS-Excel, MS-PowerPoint
Personal Details
 Address : #107 GR Queens Amber 1st
Cross Omkar Nagar
Arekere Bangalore 560076.