ACCDEFGH

[email protected] • (000) 000-0000 • London, ON
LinkedIn: Available on request

PROFESSIONAL SUMMARY

Results-driven Forecasting Analyst with over 5 years of expertise in demand forecasting and capacity planning, leveraging advanced time-series and regression modeling techniques to boost forecast accuracy by 15% and reduce overstock costs significantly. Proficient in utilizing data visualization tools to deliver actionable insights that optimize supply chain efficiency. Passionate about continuous improvement and innovation, committed to driving data-driven strategies that enhance operational performance and support business growth.

WORK EXPERIENCE

Forecasting Analyst
10/2022 - Present
TD Bank , London, ON
• Led the end-to-end development and automation of regression-based forecasting models, boosting forecast accuracy by 15%, slashing manual processing time by 30%, and delivering $500K+ in annual cost savings through process standardization and innovative algorithm enhancements
• Directed and optimized daily, weekly, and monthly forecasting cycles for inbound contact center volumes, managing a team of 5 analysts and implementing Agile project management practices that improved staffing efficiency by 20%, reducing labor costs by $200K annually
• Mentored and coached junior analysts on advanced analytics techniques and forecasting methodologies, increasing team productivity by 25% and enabling faster adoption of new forecasting tools and best practices
• Collaborated cross-functionally with IT, operations, and senior leadership, leveraging SAS and Python to translate complex data into actionable insights, driving strategic decisions that enhanced customer satisfaction scores by 10% and improved retention rates by 5%
Workforce Dialer Analyst
06/2021 - 10/2022
TD Bank , London, ON
• Led optimization of workforce management strategies, implementing data-driven staffing models that increased service-level target achievement by 12% and improved customer satisfaction scores by 8%
• Developed and enhanced dialing strategies with NICE WFM software, boosting staffing efficiency by 15%, reducing idle time, and cutting operational costs by 10%
• Delivered comprehensive performance reports and strategic insights to senior leadership, enabling data-driven decisions that optimized resource allocation and improved service delivery
• Mentored and led junior analysts while collaborating with IT to automate reporting processes, reducing manual effort by 20%, minimizing operational risks, and decreasing service disruptions by 10%
Customer Service Representative
03/2019 - 06/2021
TD Bank
• Delivered personalized financial solutions including credit cards, loans, and investment products to over 50 customers weekly, increasing product uptake by 20% and boosting customer satisfaction scores by 15%
• Led digital banking adoption initiatives by collaborating with cross-functional teams to develop targeted educational campaigns, resulting in a 30% increase in digital transactions within six months
• Mentored and trained 5 junior team members on customer engagement strategies and compliance protocols, enhancing team performance and service quality
• Championed compliance adherence by implementing streamlined audit processes and conducting regular training sessions, reducing policy violations by 25% and ensuring full regulatory compliance
Customer Service Representative
09/2018 - 03/2019
The Bradford Group , London, Ontario
• Led resolution of over 100 inbound customer inquiries weekly related to cheque selections and new order placements, improving first-call resolution rates by 15% and enhancing customer experience
• Implemented de-escalation strategies that reduced repeat calls by 20%, resulting in a 10% increase in customer satisfaction scores
• Exceeded sales targets by 12% through strategic upselling of add-on products while maintaining a 95% customer retention rate
• Collaborated with cross-functional teams to streamline call handling processes, reducing average call time by 8% and integrating CRM tools to boost operational efficiency
Mathematics Professor / Assistant Professor
05/2011 - 12/2012
Punjab Institute of Management & Technology , Mandi Gobindgarh,India
• Led the development and delivery of advanced undergraduate and postgraduate courses in Mathematics, Statistics, Operations Research, and Quantitative Techniques to over 200 MBA and MCA students annually, achieving a 95% student pass rate through rigorous curriculum design
• Applied statistical modeling and mathematical optimization techniques to create innovative curricula and assessment tools, improving student engagement and learning outcomes by 20% as measured by course evaluations
• Mentored students in complex quantitative research projects, fostering a 15% increase in participation and awards in national-level competitions by enhancing their analytical and statistical skills
• Collaborated with faculty to integrate applied mathematical and statistical methods into interdisciplinary programs, boosting the department’s academic reputation and student satisfaction scores by 10%

EDUCATION

Postgraduate – Professional Financial Services
01/2018 - 08/2018
Fanshawe College , London, ON
Postgraduate Diploma in Statistics
06/2013 - 05/2014
Panjab University , Chandigarh, India
Master of Education
06/2012 - 06/2013
Panjab University , Chandigarh, India
Master of Mathematics
06/2008 - 06/2010
Himachal Pradesh University , Chandigarh, India
Bachelor of Education (Math & Science)
07/2007 - 04/2008
Panjab University , Chandigarh, India
Bachelor of Science
04/2004 - 04/2007
Panjab University , Chandigarh, India

SKILLS

Technical Skills: Demand Forecasting, Capacity Planning, Time Series Modeling, Regression Analysis, Statistical Analysis, Forecast Accuracy Improvement, Process Automation, KPI Reporting
Soft Skills: Senior Stakeholder Communication, Problem Solving, Analytical Thinking, Operational Risk Identification, Team Collaboration, Adaptability, Leadership, Effective Communication
Tools: Microsoft Excel (Advanced), Forecasting Software, Workforce Management Tools, Data Visualization Tools, Agile Methodology
Other: Certified Forecasting Professional, Banking Operations, Financial Services Industry Knowledge, Workforce Management, Project Management, Compliance Knowledge

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