Prerna Narang
Auckland,Auckland
Summary
Workforce planning specialist with solid expertise in scheduling, resource allocation, and operational efficiency. Proven ability to optimize staffing processes, ensuring seamless team collaboration and adaptability to changing needs. Strong analytical skills, problem-solving abilities, and commitment to delivering results employers seek. Recognized for effective communication, reliability, and proactive approach to achieving organizational goals.
Overview
8
8
years of professional experience
Work History
Workforce Scheduler
AA Insurance
01.2023 - Current
- Covered Workforce Planner responsibilities for Digital Operations Department during a 3-month leave (Oct 2024 - Dec 2024), in addition to regular scheduling duties.
- Ensured continuity of planning processes and supported peers during the planner's absence.
- Created and maintained accurate rosters to meet service level requirements, ensuring the right staffing levels based on forecasted demand.
- Collaborated with department managers to align resourcing with operational needs, shift requirements, and team availability
- Monitored staffing gaps and made adjustments to optimize workforce coverage and reduce overtime or underutilization.
- Ensured roster accuracy and compliance with internal policies.
- Acted as a point of contact for roster-related queries and coordination between workforce and operations teams.
- Developed and maintained weekly and monthly schedules for a 110+ employee call centre, aligning staffing levels with forecasted call volumes and SLAs.
- Utilized WFM software NICE IEX WFM & Genesys Cloud WFM to manage scheduling, time-off requests, and shift swaps, ensuring compliance with employment laws.
- Analyzed historical data to forecast staffing needs for Overtime,
- Monitored real-time agent adherence and service level performance, making on-the-fly adjustments to optimize productivity and customer service.
- Collaborated with team leaders and operations managers to align schedules with business priorities and special events.
- Generated daily and monthly reports on schedule adherence, occupancy, and performance metrics to support workforce planning decisions.
Remediation Representative
AA Insurance
10.2021 - 10.2022
- Expedited resolutions to correct customer problems and complaints.
- Answered customer questions to maintain high satisfaction levels.
- Monitored queues and email inboxes to respond to customers.
- Maintained accurate records of incoming calls in internal database.
- Assigned projects and distributed tasks to team members for remediation inbound and outbound calls as per area of expertise .
- Offered training and support to keep team members motivated and working toward objectives.
- Prepared and delivered team's call stats.
- Maintained daily schedules.
- Provided supporting information to substantiate research findings.
- Interacted with stakeholders to deliver analyses and answer questions about our progress and processes.
Customer Service Representative
AA Insurance
06.2019 - 09.2021
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Recognized by management for providing exceptional customer service.
- Utilized data analysis to monitor referrals and identified ways to improve
Customer Service Representative - Air New Zealand
Concentrix
05.2017 - 06.2017
- Completed order transactions and generated travel documentation and detailed itineraries.
- Entered information in ticketing system to maintain updated details related to customer ticket orders, reservations and payment method.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Coached staff on strategies to enhance performance and improve customer relations.
- Recognized by management for providing exceptional customer service.
- Answered queries with in-depth knowledge about Air New Zealand's frequent flyer programme.
Education
Diploma in Business : Level 6 -
Unitec Institute of Technology
Mt Albert, Auckland11.2017
Diploma in Business : Level 5 -
Unitec Institute of Technology
Mt Albert, Auckland11.2016
Skills
- Report Generation
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Problem-Solving Abilities
- Collaborative team member
- Schedule management
- Maintaining Service Levels
- Analytical decision making
Languages
Hindi
Native/ Bilingual
Punjabi
Professional
English
Full Professional
Timeline
Workforce Scheduler
AA Insurance
01.2023 - Current
Remediation Representative
AA Insurance
10.2021 - 10.2022
Customer Service Representative
AA Insurance
06.2019 - 09.2021
Customer Service Representative - Air New Zealand
Concentrix
05.2017 - 06.2017
Diploma in Business : Level 6 -
Unitec Institute of Technology
Diploma in Business : Level 5 -
Unitec Institute of Technology