Preeyah Paramasivam
Kuala Lumpur
Summary
Driven professional with keen ability to coordinate and streamline planning processes. Possesses strong organisational skills and collaborative mindset, ensuring seamless project execution and teamwork. Aims to enhance operational efficiency and contribute to successful project outcomes.
Overview
13
13
years of professional experience
Work History
Workforce Planning Coordinator
City Facilities Management (AUS)
11.2024 - Current
- Create and prepare shifts across multiple locations, ensuring all services are covered daily.
- Plan, co-ordinate and manage rosters in accordance with contract obligations, EBA standards and procedures.
- Engage with internal staff to increase productivity to cover vacant shifts.
- Manage subcontractor utilisation to back fill planned and unplanned leave requirements.
- Co-ordinate ad-hoc shifts with internal and external team members
- Manage team member hours against budget requirements!
- Provide general coordination and administration support to all field staff.
- Work closely with Supervisors and State Cleaning Managers as required and backfill absences where required.
- Utilise in-house systems to improve efficiency and to measure and manage processes.
- Ensure relevant KPI targets are achieved.
- Develop and maintain relationships with internal and external stakeholders and contractors
- Identify field resource requirements within budget
- Liaise with key suppliers to ensure that subcontracted services are delivered and within budget and effectively as per SLA’s
- Co-ordinate with all internal and external stakeholders to modify, improve and transform the scope of service provision as required
- Work across in-house systems to ensure timesheet entry is accurate and hours required match
- Ensure all leave entry for field staff is maintained accurately in the workforce planning system
- Engage in weekly workforce planning meetings with State Managers and Supervisors
- Ensure compliance to Health and Safety policies, procedures, and best practices.
Workforce Real Time Analyst
American Express Malaysia
02.2019 - 11.2024
- Manage, update and report real time activities in Fraud, Authorization and Servicing department
- Monitor Real Time Adherence (RTA) and Avaya CMS and then communicate staffing discrepancies to stack holders while raising awareness that are impacting service level and aging objectives
- Record and maintain a count of productive FTEs
- Capacity management for sub processes
- Work with Short Term Forecasting team for Intraday performances shift schedule creation, staffing alignment and inbound call pattern analysis
- Leave cap formulation; provide advisory support on release of FTEs for off phone/out of building from the process
- Communicate systems, voice responses and telecommunication issues to the department
- Analyze and define at regular intervals, best time to contact Card members to improve total contacts in the process
- Creating shift rotations and scheduling logouts using Aspect Workforce Management
- Report and rectify abnormalities in hourly/daily/weekly/monthly reports
- Experience of Aspect eWFM workforce management tool, Genesys, Pulse, Avaya Supervisor, Confluence, JIRA, Compass, NPM, One Staff, Sharepoint, One Staff Citirix, NICE, Tableau, Microsoft Excel.
Workforce Management Analyst
Prometric Technology Sdn Bhd
07.2015 - 02.2019
- Ensures SLAs & SLOs to be met on daily basis by managing staff shift and break schedule, time off and leave approvals, off phone time, flow calls and emails
- Prepare daily and monthly Service Level report & Agent scorecards for all clients, stakeholders & agents
- Generate daily attendance, aux and adherence report for all staffs and for scorecard purposes
- Real time CMS monitoring and creating skill priority strategies as well as adjusting CSR skill settings whenever required
- Short term forecasting to produce shift and break schedule using historical data in Microsoft Excel and Advanced knowledge in CMS Avaya usage
- Train all new Supervisors on ways/formulas to produce scorecard for their team
- Publish and maintain quarterly scorecard for agents and supervisors
- Experience of Avaya Supervisor, Sharepoint, Salesforce, Citirix, Microsoft Excel.
Customer Service Executive
Prometric Technology Sdn Bhd
01.2015 - 06.2015
- Assisting candidates to register, schedule, reschedule, cancel and providing score reports for computer based testing appointments on behalf of 600 clients in the academic, professional, government, corporate and information technology markets
- Guide candidates in scheduling appointments via website
- Deliver good customer service and escalate calls to higher escalation department in a professional manner
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
Admin & Customer Service Executive
The Big Rajah Caterers
06.2014 - 12.2014
- Handling customer enquiries via calls, emails and walk ins
- Preparing quotation, order form and invoice for functions
- Updating daily cash in and cash out in system
- Monitoring staff attendance and salary
- Prepare cash payment and cheques for suppliers
- Supervising food tags for functions
- Enlarging customer database
- Send out e-cards and virtual cards to customers.
Customer Service Executive
Umobile Sdn Bhd
06.2013 - 12.2013
- Assisting customer in checking account status such as outstanding balance, current balance, credit limit of postpaid accounts, top up status, payment status, internet connection together with troubleshooting, data usage current promotion, bundle phone plans and lodge cases for fraud, unstable connections, billing error and customer unsatisfactory.
Customer Service Executive
Hong Leong Bank Berhad
05.2012 - 07.2012
- Assisting customer in internet banking and mobile banking, balance inquiries, credit card application, bonus points obtained from retail purchases, cheque clearance, payment statement and due dates.
Education
Bachelor of Human Resource Management with Honours -
Open University Malaysia
Diploma in Biotechnology Industry -
University Selangor
Sijil Pelajaran Malaysia -
SMK Bandar Sunway
Skills
- Data Analysis
- Analytical Skill
- Reporting Skill
- Leadership Skill
- Team Management
- Complex Problem-Solving
- Presentation Skill
- Effective Communication
- Microsoft Excel
Languages
English
Fluent
Bahasa Malaysia
Fluent
Tamil
Native
Accomplishments
Kudos Award for best RTA year 2015
Core Collaborator Award year 2022
Representing GOCM in handling American Express Malaysia Career Fair event year 2022 & 2023
Timeline
Workforce Planning Coordinator
City Facilities Management (AUS)
11.2024 - Current
Workforce Real Time Analyst
American Express Malaysia
02.2019 - 11.2024
Workforce Management Analyst
Prometric Technology Sdn Bhd
07.2015 - 02.2019
Customer Service Executive
Prometric Technology Sdn Bhd
01.2015 - 06.2015
Admin & Customer Service Executive
The Big Rajah Caterers
06.2014 - 12.2014
Customer Service Executive
Umobile Sdn Bhd
06.2013 - 12.2013
Customer Service Executive
Hong Leong Bank Berhad
05.2012 - 07.2012
Diploma in Biotechnology Industry -
University Selangor
Sijil Pelajaran Malaysia -
SMK Bandar Sunway
Bachelor of Human Resource Management with Honours -
Open University Malaysia
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