Yogesh Jain

Experience

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  IYogi

  Sept 2015 - Mar 2016

  Working under Spectranet (Tech Assist) process, a cable broadband internet service provider. Assisting customers with setup, installation, networking, diagnostics, repair, security, optimization, and usability assistance services for various technologies including PCs, smartphones, printers, and tablets.Also worked on servers, having knowledge of Active Directory (2000, 2003 & 2008): Domain naming, Organisational Units, DHCP, DNS forward/backward lookup (Primary zone and Secondary zone), Raising Functional Level (tree & forest) and Firewall Security. Show less

  • Technical Support Executive

    Sept 2015 - Mar 2016

  • Technical Support Specialist

    Sept 2015 - Mar 2016
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  British Telecom Global Services India Limited

  Feb 2017 - Sept 2018

  WFM Analyst

  Joined BT as a WFM Associate in the ID Management Team - Setup & Change. Led onboarding and training for new hires, managing over 150 employees weekly. Provided comprehensive training on system tools, including Genesys, Citrix WFM, Skill Planner, ensuring smooth transition to BAU operations.

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  BT

  Oct 2018 - Jan 2022

  WFM Lead

  As a WFM professional, I developed short-term forecasts and staffing models, optimizing resource utilization for long-term budgeting and business goals. Conducted root cause analyses to identify process inefficiencies. Released monthly forecasts, schedules 5 weeks in advance, and finalized them a week before going live. Utilized advanced WFM tools for efficient scheduling and resource allocation, improving productivity and cost savings. Collaborated with cross-functional teams to ensure accurate forecasting and scheduling aligned with program needs. Show less

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  Uber

  Mar 2022 - now

  Utilize diverse forecasting methods (Exponential Moving Average, Time Series, Holt-Winters, Linear Regression) for accurate two-month forecasts. Manage forecasting for versatile CRMs (Menu & Restaurants) in APAC, US&C, and LatAm. Collaborate with PM dashboards and non-GSQ queries for data inputs and aligning forecasts with LOB's needs. Develop a comprehensive working file using several statistical forecasting methods, minimizing deviation from trend and lowering global MAPE. Create weekly short-term forecasts using Weighted Moving Average, Exponential Moving Average, and MACD for real-time demand trends Show less As an SRP Analyst, I created and executed short-range plans for the Asia Pacific Region, managing capacity in Japan, Hong Kong, Taiwan, and South Korea. Contributed key inputs for long-term plans, ensuring alignment with business needs. Prepared heat maps based on trend analysis for effective intra-day capacity scheduling. Led weekly calls with vendor partners, addressing challenges and sharing best practices. Collaborated with real-time analysts to proactively identify and mitigate risks. Conducted root cause analyses for live modalities and provided insights for optimizing performance Show less

  • Global Forecast Specialist

    Nov 2023 - now

  • SRP Analyst

    Mar 2022 - Oct 2023