This document contains the resume of Syed Abdul Khader. It summarizes his work experience, education qualifications, technical skills, and responsibilities in his current and previous roles. He has over 7 years of experience in customer service, quality, workforce management, and reporting. Currently he works as a Senior Workforce Coordinator at Sitel India Pvt Ltd since 2016, where he is responsible for workforce planning and reporting. Previously he worked at Amazon Development Center from 2009 to 2016 as a Senior Workflow Analyst and Quality Analyst, where he was responsible for scheduling, reporting, auditing calls, and developing automated tools in Excel and MS Access. He has a bachelor's degree from Jagruthi Degree College.

1. Syed Abdul Khader
Email: - sakmsb@gmail.com
Mobile: - 7799464140, 8917981572
Overall 7+Years of experience in the field of Customer Service, Quality,WorkforceManagement and
Enterprise reporting.
Expertise developed in areas of ClientInteraction,Dashboard Creation,VBA and MS Excel.
Bachelor’s Degree from Jagruthi Degree College – 2009 passed out
 Hands on Experience with IEX Tool
 Proficiency in Excel VBA and MS Excel
 Good Knowledge of MYSQL
 Basic Knowledge of MS Access and VBscripting
Current Employer - Sitel
 Sitel Sitel India Pvt Limited, Hyderabad: January 2016 - Till date
 Current Designation: Senior Workforce Coordinator
Previous Experience
 Amazon Development Center - November 2009 – January 2016.
 Designation:Senior Workflow Analyst
Current Job Roles and Responsibilities
 ProvidingOperations teams with the Headcount of the assigned Accounts daily.
 ProvidingOperations leadership teams with timely, accuratereports on intraday performance,
Impacts and next day projections.
 Planningof all off-lineactivitiesrequired after postingof schedules (managingtrainingplans,
focus sessions,meetings,etc.). Prime to identify and action all staff deviationsrelated to
required off-lineactivity as per established guidelines.
 approvingshiftswaps within the center, processingPTO requests
 Be a part of the weekly and daily staffingreviewmeetings with Operations/WF management
from different centers across the globe detailingprevious and currentweek's performance and
forecastthe requirements and performance of remainder of current and next week, while also
identifyingthe risks and plan accordingly.
 Administration of intraday schedulechanges.
 PreparingDaily/Weekly/Monthly performancereports for the Operations and Workforce
Management leadership.
 Represent WFM as the pointof contact in various Ops and WFM’s staffingrequirements’
meetings and provide insightfromWFM perspective and work accordingly on the discussed
points.
 Catering to Ad-hoc Requests from the leadership teams.
SYNOPSIS
WORK EXPERIENCE
ACADEMIC QUALIFICATIONS
TECHNICAL/TOOLPROFICIENCY

2. Additional Project: Quality Analysts Admin Support Pilot Project
 Assign Workload to QAs
 Maintain Daily completion status and createdashboard for weekly completion status
 Auditing Callshandled by North American Agents
 Partner with Operations and onsiteQuality team and calibrateon Audit Quality
1. Automated Transport Roster for WFC Hyd team:- This will automatically extractthe Planned
Leaves data from the Leave Tracker saved in Network Shared Drive and the Shifts of WFC
Analysts by justa singleclick.And ClickingSend Email button, itwill auto-populatethe data
from TransportRoster excel fileinto an outlook email body alongwith attachingthis excel
file.This filehelped in savingsome manual work and saved time.
2. New Hire AHT Trend report:- This report will givethe Trend of AHT data of New Hires.Just
postingthe dump from Business Objects into a sheet and hitting the Macro button.
Previously this took much time to be prepared when itwas done manually,I was ableto
streamlinethe report and the output took only a minute.
3. Agent Schedule Reconciliation:- Schedule Dump pulled from IEX is not in a readable and
understandableformat as itis unformatted. I’ve Prepared a SimpleAutomated filethat will
rearrangethe data from that Dump in a properly formatted data givingoutput of Agents
Schedules and any other Vacations/Trainings/Meetings Planned.
4. Shrinkage Report:- Prepared Shrinkage Reports for a few Sites. Pastingthe dump from IEX
and Hitting a coupleof Macro buttons, gives the ShrinkageData in detail.
Prior Experience (Amazon Development Center)
Responsibilities as a Quality Analyst
 To auditthe contacts (email and chat) on a daily basis.
 To check if the CSA has used the right etiquettes, and followed appropriatelanguageand has a
given a proper resolution to the customer’s query.
 Deliver 20% improvement for focus listwhilstthey are in Improvement Plan.
 Record feedback and let the Customer Service Associate(CSA) know their areas of
improvements.
 Bringin necessary changes to the process and constantimprovement of core process.
 Conduct Process Knowledge tests.
 Conduct trainingsessionsasand when required.
 Publish regular Improvement details to the agents in the Improvement Plan.
 Pull reports from ODBC (Open DatabaseConnectivity) and send itacross.
Job Responsibilities as a Sr. Workflow Analyst
 Manage the planningand co-ordination of the schedulingof HYD Site.
 Plan network capacity by half hour interval,to achieveservicelevel, costand productivity goals.
Communicates regularly with the Network Amazon workflow team and outsourced partner sites
to closeany capacity gaps and reduceperiods of low occupancy
TOOLS/AUTOMATED FILES PREPARED

3.  Regularly analyzecontactarrival patterns and Customer Service Associate(CSA) productivity to
maintain an accurateday of week and interval workload pattern by skill and contacttype.
 Identify root causeof any misalignmentto the shortterm plan and implements correctiveactions
to ensure delivery of servicelevel, costand productivity goals.
 Providinghistorical and real-timeperformance reports to the site/ Network, detailingindividual,
team and siteproduction reports showingperformance againstgoals.
 Preparingmanagement reporting by collecting,analyzing,and summarizingdata and trends with
the help of tools such as MS-Excel and MySQL.
 Preparinguseful Tools/Automated Reports to pull reports from MYSQL/ODBC (Open Database
Connectivity) and send itacross Leadership Teams.
 Be partof the weekly and daily SLmeetings with Operations and WFM Teams.
1. Automated Shift Rotation tool:- This tool saves up to 8 hours of Labor work; this is equivalentto
1 FTE worth for a day. All the manual work that was done duringShiftRotation has been
successfully putinto VBA Logic/Algorithms.
• This tool saves much of manual work; tool is error proof and reduces labor hours of up
to 8 which areequal to 1 FTE worth.
• I was ableto successfully build Logics and Algorithms thatgive out the Final Schedule
with justClick of a button.
• This tool automatically incorporates Swaps,checks for Agents moving from Night to
MorningShift and provides SplitOffs accordingly;italso checks for any 7 consecutive
days workingand gives a SplitOff without manual intervention.
Performance Dashboard for few Skills:- This extensive Dashboard gives the followingdata
1. Real Time Interval wiseDelivery & Performance Report
2. Weekly-Monthly Delivery Report
3. Consolidated PerformanceReport
4. CSM wisePerformance Report
5. Agent wise Report
6. Real Time AUX Report
7. Home skill/Cross skill Handles Report
8. Agent wise Cross skill Report
9. STF and Commits
2. Prepared fully automatic Delivery Reports for UK and IN skill:- Previously itused to take 25-30
minutes to prepare a this report for interval wisedelivery,with the automated sheet I prepared,
it takes only 3-4 minutes. I’ve received appreciation fromUK Leadership and IN CSMs.
3. Prepared WWCS Dashboard for the HR team:- This Dashboard gives a pictureof various HR
related metrics. This saves manual work of makingthe Dashboard each month.
4. NPT Filing Tool: - Any extra NPT (Non-Production Time) for Customer Service Agents is updated
through this Tool.
Tool is based on Excel platform; the data is fed to the Tool by Managers and it is uploaded to MS
Access Databaseusingthe ADODB connection in Excel Macros by a SingleClick of a button.
EXCEL AND MS ACCESS BASED TOOLS PREPARED (AMAZON)

4. NPT Extraction Tool: - The data submitted through the NPT FilingTool is retrieved by Ops
Managers on a monthly basis for validation purpose.
5. Shrinkage Calculation Tool: - Prepared an automated Excel based filethat will populate
streamlined Shrinkagedetails (Shiftwiseand Process wise) from dump/raw data.
6. Workflow Attendance tool:- For streamliningthe process of marking attendance for Workflow
Analysts;this saves exchangeof emails between Workflow Managers and Analysts.
7. Lost Hours capture Tool:- For streamliningthe process of capturingLost hours at a skill level.
Name : Syed Abdul Khader
Date of Birth : 19th Feb 1986
Sex : Male
Marital Status : Single
Languages : English,Urdu, Hindi
Nationality : Indian
Permanent Address : 16-11-20/F/1,
Saleem Nagar Colony,
Malakpet, Hyderabad,
500036
Phone Number : 7799464140,8917981572
I hereby declare that the information furnished above is true to the best of my knowledge.
(Syed Abdul Khader)
PERSONAL PROFILE
DECLERATION