abdul-nayeem@hotmail.com +971-525219612 (UAE)

Profile Summary A dynamic professional with 10 years of experience with exceptional skills in Forecasting, Planning, & 2 years in

Inventory/Demand planning Decision Making, Client Relationship Management, and MIS Reporting , Currently associated with Landmark Groups, Dubai as Inventory Controller.

Ecommerce

Expert in analysing inventory levels stock requirements at Base/Option & Size levels online to manage stock at watermark level. Expert in managing online inventory to achieve required inventory levels. Expert in Converting the Demand Plan into a Supply Plan Expert in analysing seasonal profiles, Trend analysis using historical performance, promotional profiles and marketing calendars. Can develop demand forecasts (operational forecasts) at multiple levels of aggregation for multiple time horizons as part of a

demand planning function. Reviewing historical sales trends, research demand drivers, prepare forecast data and evaluate forecast results. Utilize a collaborative and consensus approach by working with category managers to obtain and ensure that current and accurate

information is used for demand forecasts. Can develop inventory management plans to support projects and promotions Can forecast sales based on trend, inventory availability and upcoming promotions Fully experience in using forecasting and planning tools and understand the logic driving the systems Comfortable in working with multiple stakeholders and have the ability to influence others to follow business recommendations. Coordinate with multiple stake holders to forecast traffic and seasonal profiles at the category and item level Co-ordinate with finance team to ensure merchandise and financial budgets, actuals and forecasts are aligned Experience in forecasting to the item level and setting appropriate inventory levels to maximize profitable sales and sell through Expert in excel whiz and other database tools to create complex worksheets to consolidate data from many sources and slice and

dice it into usable information Love to analyse sales, promotions, cohorts performance , traffic, conversion etc and make recommendations to maximize sales

and inventory efficiency Capable of writing and maintaining accurate procedures for all main planning, forecasting and replenishment processes and

functions Diligent in managing control measures to ensure mistakes, inaccuracies and discrepancies are highlighted, addressed and resolved Love to stay up to date with the latest planning tools and technology Have 10 years’ experience in planning and forecasting and 2 years in Ecommerce/Retail planning. Have strong analytical and problem solving skills Expert in verbal and written communication skills for a demanding and customer focused working environment Expert in personal organization and business administration skills in accordance with modern best practice methods Worked productively, efficiently and effectively with initiative to drive under tight timescales and pressure whilst maintaining

attention to detail and quality Possessing the willingness to learn, improve and adapt Possessing relevant IT skills and Master in MIS Office applications – BI visualization, excel & word in particular and a working

knowledge of business ERP systems, Power BI, Xcelcius & Business Objects applications.

SYED.ABDUL.NAYEEM Professional in Inventory Management Demand planning

Inventory Planning/Control and ForecastingProficient in running successful method-oriented operations and taking initiatives for

business excellence through process improvement

Current PositionInventory Controller –E-CommerceLandmark Groups.-(UAE)January 2015-Present.

Previous ExperienceWFM Associate Manager-Resource PlanningSutherland Global Services.-Chennai(India).May-2014-Jan-2015

Previous ExperienceWork Force Management ExecutiveSitel-Hyderabad(India)Sep-2011-May-2014

Work Force Management Sr OfferSitel -Hyderabad(India)Sep-2008-September-2011

Work Force Management OfficerSitel -Hyderabad(India)Jan-2007-September2008

Customer Service Representative-GMACSitel-Hyderabad(India)May-2006-January-2007

Previous ExperienceDispatcher/TesterTata Teleservices-Hyderabad(India).April-2004-May-2006

Education B.Sc. in Mathematics

Area of ExcellenceProject & Inventory Management Capacity & Resource Planning Decision Making

Forecasting/Scheduling Database Maintenance Client Relationship Management

Team Management Revenue Generation Risk Management

Career Timeline

Career Highlights Retail

Retail Forecasting& Inventory Planning Expert in inventory & Sales forecasting by analysing historical trends to project future weeks requirements, by category, by grand Managing season wise inventory effectively & ensuring the ageing standards are followed and the stock turns are maintained as

per the SOP. Develop demand forecasts (operational forecasts) at multiple levels of aggregation for multiple time horizons as part of a demand planning function. Review historical sales trends, research demand drivers, prepare forecast data and evaluate forecast results.

Develop inventory management plans to support projects and promotions & Facilitate meetings with Category managers to valid forecasts over and above core business.

WFM

BPO

Professional in call volume forecasting & developing/maintaining long term capacity plans and provide accurate work load predictions for annual budgeting and monthly planning.

Expert in providing short, mid and long term volume forecast for scheduling predictions in multiple lines of business in the contact centre. Proficient and multi skilled on WFM platform specially in capacity planning, Volume Forecasting, scheduling, Reporting and procedures; resolving IT issues related to ID issuance Working , IEX, Avaya and Total View’ possess sound knowledge of Call Centre metrics across inbound, outbound, email processes & back office processes & the SLAs associated.

Consistently achieved 94% forecast accuracy at domain level for voice and Non voice line of processes. Possess insightful knowledge of IEX Bedrock model and Interval wise call arrival pattern on BP, Smart forecasting tools, can

calculate FTE to Volume and Volume to FTE required.

Expert in preparing interval wise deviations on Erlang file for all line of business with EST/IST format Proactively managed the real time operations to ensure service level targets are continually met for each queue at optimal costs Supported Major International US ISP/Mobile Process (Microsoft, EarthLink, Bell Canada, Dell CTS, T-Mobile Voice, Chat and Email,

Pitney Bowes Voice and Non voice, BenQ, Siemen, GMAC (Ally), AT&T, BHN & BHN eCare and Domestic process Aircel, ICICI, Tiger Airways.

Successfully managed all 1st Level escalations from all operations Keeping a track of all real time outages and alerting operations/GCC/Higher management & Clients in order to maintain SA% and

SL% Achieved:

o Best WFM Support Award from process owner of Earthlinko Best WFM Support Award from process owner for BellCanadao Sitel Reach for Star Awardo Sitel Shining Star Award for 3 times consecutively

Maintained the track of timely resolution to Clients’ problems in order to reduce downtime hours and loss of revenue for the project within the TAT

Ensured maintenance of 100% accuracy of the data by undertaking effective interaction with clients and discussing on the data through comparison report

Generated new hire login credentials of all employees by coordinating with clients by maintaining 100% accurate data on AAS/Alliance data base

Published interval-wise Performance Reports to Higher Management & External Client on every interval with 100% accuracy Designed various automated DPR/AER for international & domestic line of business like (Microsoft -Voice/Chat/Email/ISC Business,

Dell CTS, Bell Canada, EarthLink, T-Mobile, Pitney Bowes, GMAC, HDFC, ICICI & Air cell process) Successfully managed troubleshooting and preparation of all Flash reports, DPR report, AER reports, Finance report &

Absenteeism report for the entire line of business with 100% accuracy and with due adherence to the timeline and TAT

Work Experience

Since Jan’15 with Landmark Groups, Dubai as Inventory Controller

May’14 -Jan’15 with Sutherland Global Services, Chennai as Associate Manager - WFM Resource Planning

May’06 – May’14 with Sitel India Limited, Hyderabad as Team Leader – WFM

Key Result AreasCapacity & Resource Planning Developing long term capacity plans and providing accurate work load predictions for annual budgeting and monthly planning;

delivering stakeholder review which illustrates previous month's operational performance compares to forecast & budget Analysing and accordingly producing variances between the forecasted demand and the resource availability to establish the

accuracy through which the demand is forecasted and the resource gets allocated; imparting assistance in the accuracy reporting of capacity and scheduling data by the use of various tools and models (Erlang c, real life data, simulation modelling)

Forecasting & Scheduling BPO Forecasting Forecasting call volumes, chats, & emails to generate accurate long, mid short range forecasts to determine overall staffing

capacity requirements; creating forecasting methodology of contact centre workload (multi-channel and back office); stablishing a statistical baseline for multi-channel (voice, non-voice, email & chat) and back office at all enterprise & different line of business.

Preparing schedules for CSP’s/SME/Quality/Team leads, including start time, breaks, lunches, & meetings to maximize performance efficiencies and effectiveness to deliver better SL/SA%.

Operations Management Monitoring key call centre performance metrics such as service level, ASA, occupancy, adherence, handle time, real time AHT,

reporting real time behaviours using adherence software and ACD real time displays; supervising the Workforce Management Platform (skills, call & multi-channel routing, associates, historical trends and anomalies),multi-channel calls (Inbound & Outbound) and email and chat

Managing the queue metrics through agent skilling, moving agents and teams dynamically; ensuring changes to the skills are implemented properly and the process is managed effectively; tracking all operational metrics (call volume, Average handle time, absentee, Late in, Early out, system problems) daily by interval

Report Management

Expert in preparing site level Daily Performance Report (DPR) / Flash reports and Agent Efficiency Reports (AER) which includes all agent performance metrics such as Login time, logout time, Staff time, breakage of all aux’s along with individual metric’s percentages to perform easy analysis by Interval wise, daily, weekly, monthly, quarterly & YTD format on excel supported by VB and Macros

Ensuring one time resolution to client's routine problems and concerns regarding the product and services by imparting assistance through inbound calls in a friendly, timely and accurate manner; working closely with employee relation/Finance Team in order to maintain Finance Deck data for the site

Technical Skills MS Office: Word, Advance Excel with Macros and PowerPoint Power BI Power Query Desktop Publishing C Language Visual Basics and Applications Business Objects: BO XI R3, Desktop Intelligence, Xcelsius, Crystal Reporting Tool Operating System: Windows, DOS, MAC Typing: 45 Wpm from SBTET and also got trained for Higher grade.(60 Wpm) WFM Software: IEX, Blue Pumpkin, Smart forecasting, Erlang-C, R tool, Power BI CMS, Avaya (Designing, Trouble shooting) on Real time, Historical & Integrated Reports Workforce Management Products IEX and Blue Pumpkin.

Extracurricular Activities Received Rashtrapathi Award from President of India (K.R. Narayan) in the year 1999 Attended National level Scouting Camp at New Delhi. Attended State level Scouting Camp at Bangalore/Hubli. Attended State level scouting camp multiple times at Kamareddy, Telangana.