Sathesh Kumar

Experience

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  RL Web Solutions

  Jun 2010 - Jan 2011

  Technical Support Executive

  Answering technical related questions from customers, suggesting appropriate workarounds related to supported applications. Manual Testing on client’s website for proper functionality of web applications. Actively participate in job related training, gathering data from other sites which help in increasing the marketing of our product.

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  Motif India Infotech

  Jan 2011 - Oct 2011

  Customer Support Representative

  Provided Email support to Priceline customers. Manage customer’s expectations and experience in a way such that it results in high customer satisfaction. Worked for Ad-hoc to determine Hotels star level ratings/reviews and provide to clients to improve business.Key Achievements:Received praise acknowledgement from Team leads for achieving 169% productivity.Received Special Incentive for exceeding the target margin and set quality requirement.Rewarded with Incentive and appreciation. Show less

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  CSS Corp

  Nov 2011 - Dec 2014

  - Providing management with up-to-date and accurate reports.- Realtime Queue Management.- Managing the production floor so that Service Levels marked by the client are met:- Managing breaks among various shifts according to the Call\Chat\E-mail flow.•Managing various requirements of the management (team huddle, training session, QA feedback, UM feedback) with respect to the production agents, according to the Call\Chat\E-mail flow.- Managing production resources (Personnel\Workstation). If a production resource is down then immediate arrangements are made to capitalize the shortfall. In case of personnel, if needed arrangements are made so that the shortfall of manpower is balanced and in case of machines the local technical team is contacted and the affected mechanism is made available for production. Show less Domain : Cisco WebEx; Provided technical support for Cisco – WebEx Enterprise users.Assisting the customer with browser optimization, network and firewall ports optimization, Operating System optimization.Assisting the customer with all WebEx products such as Quick Books Remote Access, PCNow, Meeting Center, Training Center, Support Center, Sales Center, Event Center, Connect, Cisco Jabber IM, MeetmeNow, and Productivity Tools.Providing assistance to corporate help desk on mass deployment issues.Providing assistance to corporate site administrators with site management, user management and service management.Assisting the customer with Jabber and Connect IM inquiries.Assisting the org administrators with federating Connect IM with other IMs like G-talk and other XMPP clients.Assisting the customer with audio teleconference, audio broadcasting, and VoIP.Troubleshooting mobile phone WebEx application issues.Assisting the customer with Outlook and Lotus notes appointment management issues.Troubleshooting remote access issues. Show less

  • Senior Intraday Analyst (Manager on Duty)

    Sept 2012 - Dec 2014

  • Application Engineer

    Nov 2011 - Sept 2012
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  Vonage

  Dec 2014 - May 2021

  Forecast Analyst

  Forecasting Volume and Handle Time based on historic data, trends, and changes in business in a dynamic environment. -Demonstrated expertise, flexibility, and dedication to process improvement by developing new forecast and allocation methods to improve forecast accuracy, productivity and company profitability utilizing WFM tools and Microsoft Excel to analyse the required FTE for the project.-Contribution in analysis, development, implementation, and presentation of various projects including revamping SLA and ABA metrics for various lines of business to increase productivity and reduce labor costs -Work daily with Executives, VPs, Vendor, Capacity Planning, and Senior Management, on- and off-shore WFM teams, and Learning and Development teams-Work with new and existing vendor and internal sites to improve schedule attainment and productivity-Recipient of Key Contributor Award for achievements, dedication, and value to the company Show less

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  CSS Corp

  Jul 2017 - May 2021

  Assistant Manager - Forecasting
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  Radial Inc.

  May 2021 - Jul 2022

  Planning and Forecast Analyst
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  Webhelp

  Jul 2022 - Apr 2023

  Forecasting and Planning Manager
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  AGS Health

  Apr 2023 - Aug 2023

  Assistant Manager - Global WFM
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  Teleperformance

  Aug 2023 - now

  WFM Strategy Manager