Contact information

Michael M. Naccarat

4611 Nelm Street
Hyderabad – 22102

Career objective

Looking for a challenging position of the Management Analyst in the reputed company with a view to use my wide experience for the benefit of the organization.

Skills

  • I.T. Competence: Microsoft Office Word, Excel, Access, Visio, Power Point, Project Management and SQL trained
  • Languages: Portuguese

Career Achievements

  • A positive, proactive, dedicated, self-motivated professional with excellent analytical skills, who enjoys being part of a team and who is able to apply initiative and resourcefulness to independent tasks.
  • Possesses excellent interpersonal and communication skills with the ability to develop and maintain productive working relationships.
  • Able to work well on own initiative whilst demonstrating organization and prioritization required to achieve tight deadlines and deliverables and performing effectively within a highly pressurized working environment.

Experience

2006-2010

Management Analyst

British Telecom Brentwood ltd.

  • Work Force Management Analyst, Scheduling & Process Team
  • Maintaining and monitoring the call center operations for on of the largest National Resourcing Centre in the country.
  • Creating forecasts for various lines of business, including fifteen minute profiles for call figures and call handling times.
  • Scheduling shifts to requirement lines for agents.
  • Reporting statistics for real time monitoring and management purposes.
  • Liasing with sites to manage agent’s annual leave, over time and miscellaneous queries.
  • Being part of a select team that implemented a new WFM tool, migrating agent and historical call data and constructing new working processes.

2004-2006

British Telecom Brentwood

Real Time Analyst

  • Real time monitoring of inbound and outbound calls, abandonment rates and agent activities.
  • Recording live statistics and communicating hourly snapshots of performance.
  • Managing the movement of agents to minimize abandonment rates and maximize performance.
  • Liaising with site managers to resolve issues and queries.

Education

  • Goldsmiths University of London

B.A. Hons, History of Art and Visual Cultures – 2:1

  • Martins College of Art and Design

Foundation Year Certificate (One year course)

  • Havering Sixth Form College

AVCE Art and Design – Result B.B

AS level Media Studies

  • Hall Mead Secondary School

Eleven GCSE’s – Results A* to C

AS level Graphic Design (Fast track learning course)

References
Floyd P. Olivier
Manager
Wap Company.
Floyd_oliver@gmail.com

Adverstiments