Profile of Sivasankari Rajkumar

Sivasankari Rajkumar Product Owner
9 years experience 0 projects worked Singapore
40.00$ /hr 0$ earned
Microsoft PowerPointwebsiteWebsite PrototypingWebsite Wireframing

·         Facilitation

·         User Training

·         Design Thinking

·         Product Ownership

·         Lean

·         Operations Management

·         Workforce Management

·         Reporting & Analytics

Work History (0)

  • There are no activities yet.

Work Experiences

  • Workforce Manager

    Nespresso

    July 2016 - December 2016

    Responsible for workforce scheduling and real-time management of customer relation centers across 6 APAC markets
    • Generate and adjust long-term and short-term forecasts of contact volumes to achieve call centre goals.
    • Manage outsourcing partners in achieving service level targets and defined key metrics.
    • Plan and build the best schedule for internal resources to meet quality targets and service level while maximizing resources utilization.
    • Drive real time strategies around call routing, agent skilling, vendor utilization, shrinkage management and capacity utilization
    • Report on key business metrics including workload trends, staffing requirements, measuring results and provide actionable feedback for improvement.
    • Provide analytics on key business metrics and guidance to management to ensure operational goals are met.
    • Analyse performance outcomes and implement changes to ensure responsive and timely responses to customer needs.

  • Product Owner

    AAGNAA PRIVATE LIMITED

    January 2017 - December 2018

    To develop a new product for the Retail/Fashion industry using lean startup
    • Lead the team in creation of personas and user journeys based on the user interviews
    • Brainstorm ideas with the team to derive insights of how to develop the product
    • Capture assumptions, prioritize and create hypothesis to test those assumptions
    • Design experiments to test the hypothesis
    • Assist the team with the elaboration of large pieces of work and prioritisation
    • Create, maintain, prioritize, and groom the Product Backlog
    • Run a series of experiments and using the Build-Measure-Learn cycle to build the product incrementally
    • Participate in sprint planning meetings, sprint reviews and retrospectives with the teams
    • Being the voice of the customer and providing a business perspective on value during day-to-day development