ACCDEFGH

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

PROFESSIONAL SUMMARY

Results-driven professional with over 5 years of expertise in demand forecasting, capacity planning, and workforce management, delivering actionable insights that optimize operational efficiency. Proven track record of improving forecast accuracy by 15%, reducing error margins, and enhancing KPI performance through advanced time-series and regression modeling techniques. Adept at cross-functional collaboration to align forecasting strategies with business objectives, driving measurable improvements in resource allocation and productivity.

WORK EXPERIENCE

Forecasting Analyst
10/2022 - Present
TD Bank , London, ON
• Spearheaded the design and automation of regression-based forecasting models utilizing advanced statistical techniques such as time-series analysis and multivariate regression, increasing forecast accuracy by 15% and reducing manual processing time by 30%, generating $500K in annual cost savings
• Directed end-to-end forecasting cycles for inbound contact center volumes through Agile project management and iterative sprints, implementing data-driven staffing optimization strategies that boosted service efficiency by 12% and cut operational costs by 10%
• Collaborated with senior leadership to develop dynamic, real-time dashboards leveraging predictive analytics, transforming complex datasets into actionable insights that improved customer experience metrics by 8% and elevated NPS scores through strategic decision-making
• Mentored and led analysts by promoting cross-functional collaboration and enforcing data governance best practices, which minimized performance risks and decreased forecast errors by 20%, enabling proactive corrective actions and continuous process improvements
Workforce Dialer Analyst
06/2021 - 10/2022
TD Bank , London, ON
• Led the end-to-end optimization of dialing strategies leveraging advanced workforce management platforms, increasing staffing efficiency by 15% and exceeding 95% service-level targets, resulting in a 20% uplift in overall call center productivity
• Developed and implemented advanced automation in forecasting processes, reducing forecast variance by 12% and improving service reliability; mentored a team of 4 junior analysts on risk mitigation and workforce management best practices
• Directed real-time monitoring and spearheaded cross-functional projects using Agile methodologies and project management tools, cutting average wait times by 10% and boosting customer satisfaction scores by 8% through strategic operational and technology enhancements
• Delivered comprehensive performance analytics and strategic insights to senior leadership, including Vice Presidents, enabling data-driven workforce planning that achieved a 10% reduction in operational costs and enhanced resource allocation
Customer Service Representative
03/2019 - 06/2021
TD Bank , London, ON
• Spearheaded personalized banking solutions by conducting comprehensive financial needs analyses, driving a 20% surge in product adoption and a 15% increase in branch revenue within 12 months through targeted cross-selling strategies and advanced customer segmentation using CRM analytics
• Mentored and educated over 300 customers on digital banking platforms, boosting digital adoption rates by 25% and reducing transaction processing times by 18% by deploying innovative e-learning tools and interactive workshops, enhancing overall user engagement and satisfaction
• Resolved complex customer issues by designing and implementing tailored financial strategies, improving customer retention by 12% and contributing to a 95% customer satisfaction rating; recognized with TD Bank’s BRAVO Award for excellence in customer service
• Led compliance and process improvement initiatives by managing end-to-end audit processes and developing cross-functional Lean training programs, reducing policy violations by 30%, ensuring full regulatory compliance, and streamlining operational workflows through the implementation of automated monitoring systems
Customer Service Representative
09/2018 - 03/2019
The Bradford Group , London, Ontario
• Led resolution of over 50 daily inbound customer inquiries related to cheque selections and new order placements, achieving a 95% customer satisfaction rating and reducing response time by 12% through effective prioritization and implementation of standardized communication protocols, resulting in a 7% increase in customer retention over 6 months
• Developed and executed targeted de-escalation strategies that decreased repeat customer complaints by 20%, while mentoring 5 new team members on advanced conflict resolution and communication techniques, driving a 15% improvement in team handling efficiency and boosting employee retention by 10% year-over-year
• Surpassed sales targets by 15% consistently through strategic upselling and cross-selling of add-ons, generating a 10% increase in quarterly revenue and coaching peers to improve sales performance by 12%, contributing to an overall 8% team revenue growth
• Spearheaded collaboration with cross-functional teams to streamline call handling processes and led the integration of Salesforce CRM automation tools—including case routing, workflow automation, and reporting dashboards—improving average call resolution time by 10%, enhancing team productivity by 8%, and increasing customer retention rates by 5% within the first quarter post-implementation
Mathematics Professor / Assistant Professor
08/2011 - 03/2013
Punjab Institute of Management & Technology , Mandi Gobindgarh,India
• Led the comprehensive development and delivery of undergraduate and postgraduate courses in Mathematics, Statistics, Operations Research, and Quantitative Techniques from 2018 to 2023, achieving a sustained student pass rate of 92% and elevating overall academic performance by 20% within three years through data-driven instructional strategies and continuous curriculum optimization
• Designed and implemented innovative curricula and assessment methodologies utilizing interactive learning platforms, boosting student engagement and learning outcomes by 15%, validated through improved course evaluation scores and formal recognition from the Academic Excellence Board in 2022
• Mentored over 100 MBA and MCA students, driving a 20% increase in academic performance and facilitating successful placements in Fortune 500 companies, thereby enhancing the institution’s reputation and contributing to a 25% rise in alumni career success
• Chaired the Curriculum Development Committee and led cross-functional academic teams to integrate industry-relevant skills and emerging trends such as machine learning and big data analytics, resulting in a 10% increase in student satisfaction scores and earning the department the "Best Teaching Innovation Award" in 2021
• Spearheaded departmental initiatives to streamline course delivery and assessment processes, reducing administrative overhead by 15% and improving faculty collaboration and resource allocation

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 - 06/2010
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, SQL, R, SAS, Python, Machine Learning, TensorFlow, Scikit-learn, Advanced Forecasting Techniques, Financial Forecasting, Cloud Data Platforms, Advanced Machine Learning Frameworks, Operational Risk Analysis, Process Automation
Soft Skills: Analytical Thinking, Problem Solving, Senior Stakeholder Communication, Collaboration, Adaptability, Attention to Detail, Leadership, Project Management
Tools: Excel, Tableau, Power BI, JIRA, Alteryx, Microsoft Teams, SharePoint, AWS
Other: Banking Operations, Financial Services, Workforce Management, Capacity Management, Agile Methodology, Certified Business Analysis Professional (CBAP), AWS Certified Solutions Architect, Financial Risk Management Certification

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