WZ 254, Street No.

8,
Sadh Nagar, Palam Colony,
New Delhi - 110045
Ph - +91-987-385-9859
Email: Sumeet.bhardwaj1987@gmail.com

Sumeet Bhardwaj

Academic
Qualifications

Work
Experience

Graduation in Commerce from Deshbandhu College, Delhi University

2007
12th from Andhra Education Sr. Sec School, Janak Puri - 2004
10th from CBSE Air Force Sr. Sec School - 2002
Three months certificate course in Air Travel Fares & Ticketing from
IITTM, Chanakya Puri, New Delhi

Fidelity National Information Services. Sr. Analyst (Business

Analyst Team)
May13 Till Date
Inter Globe Technologies(IGT) Pvt Ltd. RTA & MIS Analyst
IBM Daksh

Oct10 May13
- Workforce Management (WFM Performance & MIS
reporting)
Nov09 Oct10

IBM Daksh - Sr. Exec Operations (Voice)

June07 Oct09
Fidelity National Information Services. 8 Months

Work Area: WFM

Designation
Sr Analyst
(Business
Analyst
Team)
Duration
Current Role
(May13
onwards)

Developed projected volumes for intra-day, daily, weekly,

monthly, and annual increments.
Solves moderately technical problems with project schedules
and approaches problems and solutions with a new
perspective.
Monitoring queues and providing real time solutions in order to
meet the SL.
Publishing Daily, Weekly and Monthly reports along with MIP
and OT data for the process.
Analyze forecasted volume and available staff to ensure that
staffing is scheduled in the most efficient manner to properly
utilize available resources and maintain acceptable service
levels.
Analyzed call volumes and patterns, reports forecast and
actual performance for sites and/or call handling groups, and
maintains other information needed for accurate forecasting.
Analyzed call volume and staffing trends and makes
recommendations to management.
Generated standard reports on a scheduled basis.
Introduction of staggered shift pattern to enhance capacity
and to meet the SL.
InterGlobe Technologies Pvt Ltd, India 29 months

Work Area: WFM

29 Months of Workflow experience (Profile):

Designation
Exec - WFM
Duration
Current Role
(Oct10
onwards)

Monitoring Real Time Adherence (RTA) to manage queues,

maintaining service levels and Average Speed Answer (ASA),
identify underutilized associates and manage areas with
unusual calling patterns.
Regulating real-time call volume in a multi-skill, virtual call
centre environment.
Using workforce management software and call volume history
to help manage intra-day staffing levels and to determine the
most effective methods for staffing adjustments.
Assessing availability for training, special projects and other
functions.
Providing effective work schedule templates for call-handling
positions to most efficiently meet ASA and service level
requirements as defined by management.
Designing, building and maintaining databases and/or
spreadsheets tracking key service statistics.
Monitoring and reporting schedule adherence.
Creating a daily MIS reports on based on the performance of
individual agent and tracking the deviation from the targeted
performance level assumed.
Other duties as assigned.

IBM Daksh Business Processes Services Pvt. Ltd, India 3

Years & 3 Months

Designation
Sr Analyst CWFM
Duration
Current Role
(Nov09
onwards)

Work Area: WFM

10 Months of Workflow experience (Profile & Competency):
Managing timely and accurate compilation, production and
analysis of Daily/Weekly/Monthly MIS metrics.
Responsible for the delivery of accurate and timely management
information through the application of proper project managerial
principles, i.e. requirements definition, creation of a prototype,
testing and implementation of the solution.
Presentations and Analytics support.
Database and Application Security.
Provide Accurate Monthly Submissions to key linkages.
Expertise on Business Objects. Trained to modify and develop
new Business Objects queries and reports.
Responsible for (Nov09 Oct10):
MIS deliveries for Intuit accounts operating out of NCR &
Manila

MIS Deliveries:
Providing the variable performance management data i.e.
Incentive preparation for Intuit for NCR and Manila.
Providing results & regular updates for various R&Rs (internal or
client sponsored) to enable improved performance
Within tight SLAs, provided re-worked Incentive scores to enable
PBC closure for Ops
Designing new reports wherever required basis the business
dynamics
Other key activities:

Enabling Operations to achieve their targets:

Preparation of the production reports that display performance on
agent level rolling up to the LOB owner enabling performance
management.
To design new reports, as when required either for client or
internal use.
To assist Operation in creating visibility for various any Reward &
Recognition programs & achieving high results.
To provide any specific information asked by Operation as and
when required.

Initiatives:

Designation
Sr. Exec
Operations (Voice)

Duration
(June07 Oct09 onwards)

Initiated the Streamlining of Manila Head Count. Educated

them about the current discrepancies and keep a check to ensure
100% accuracy.

Created a common report for NCR and Manila location and

prepared a template which saved 50 minutes daily.

Scheduled the reports in Business Objects and set the reports

to receive on mail.

Attended all three Training programs of Business Objects.

Consumer and Analyst
Report Developer
Advanced Reporting
Work Area: Operations
28 Months of Operations experience (Profile & Competency):
Job Responsibilities:
Have been involved in inbound calling and providing solutions
to the customer queries based in UK
Team handling in the absence of TL
Rewards & recognition

2 times awarded as Star of the Quarter in Interglobe

Technologies.

Have received appreciation notes from customers

Appreciation from Quality dept on customer handling

Have been awarded several times with certificates and gifts
for outstanding performance and crossing the defined

targets.