D Raj Sekhar

• Developed and shared detailed forecasting models for global markets with the vendors on weekly/monthly
• Led the team in day-to-day operation by maintaining constant communication with site/ vendor operations, stakeholders, senior leadership, technology teams
• Managed high severity incidents by engaging with different program, development teams to mitigate risks to metrics, customer experience and associate experience
• Defined project scope and requirements by collaborating with internal teams and stakeholders to identify their needs and priorities
• Executed Agile methodologies to drive process improvements and enhance customer experience in a fast-paced Customer Service environment, collaborating with cross-functional teams to deliver high-impact solutions and achieve key performance indicators (KPIs) such as SL, Productivity and cost
• Utilized business analytics expertise and process assessments to identify key pain points and opportunities for improvement, developed data-driven insights and recommendations, and presented findings and solutions to senior leadership and stakeholders, driving business outcomes and informing strategic decisions
• Designed and implemented advanced forecasting and reporting solutions to optimize product quality and customer experience, leveraging data analytics and business intelligence tools to identify trends, opportunities, and risks, while maintaining an accurate variance (of +/- 10%) and achieving a (6%-9%) reduction in overstaffing costs

• Designed and developed Power BI reports by integrating, processing, and refining data from diverse sources into a standardized format, yielding actionable intelligence
• Developed and disseminated weekly/monthly reports on agent performance and business metrics, utilizing key Performance Indicators (KPIs) to measure progress and identify areas for improvement.
• Designed and maintained advanced forecasting models, sharing findings with stakeholders weekly, and providing headcount planning solutions to optimize service levels, reduce variable costs, and enhance operational efficiency
• Analyzed trends, dove deep into data, and developed strategies to address business needs, enabling teams to make data-driven decisions and improve customer experience.
• Facilitated daily calls with operations and stakeholders to discuss performance, plan for future improvements, and ensure alignment with business objectives, driving continuous growth and excellence.

• Conducted real-time monitoring of queues and skill sets, regardless of the location, and identifying intraday trends
• Made adjustments to call allocations based on real-time trends to optimize resource utilization and improve service levels
• Executed reporting packages during low call volume periods to provide in-depth analysis of agent, team, and program performance, including areas of opportunity, AHT, ACW, Schedule Adherence, and SVL stats for previous day, WTD, and MTD
• Led daily strategy performance calls to ensure constant communication with site operations, senior leadership, and technology teams on real-time metrics and future plans
• Constantly monitored & analyzed MTD performance for the programs and providing suggestions to operations for improvement on timely basis to achieve the monthly goals.

• Delivered comprehensive support and effective problem-solving solutions to customers, ensuring timely and satisfactory issue resolution
• Conducted on-the-job training sessions for agents, providing clear and concise explanations of client updates and protocols to enhance their understanding and performance
• Experienced in creating and managing trouble tickets within support ticket systems, with a focus on detailed follow-up and timely resolution of customer concerns
• Delivered exceptional customer experiences, by achieving high Customer Satisfaction (CSAT) scores and resolving issues efficiently with a high First Call Resolution (FCR) rate.
• Demonstrated exceptional performance, achieving top 5 rankings in key monthly metrics: chat duration, number of chats per shift, and customer satisfaction