Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic
ABHINAV GOEL

ABHINAV GOEL

Workforce Management
Ghaziabad

Summary

To achieve high career growth and expertise in an organization through continuous learning process and keep myself dynamic and competitive with the changing scenario of business for becoming a successful professional. Also, I could see myself rising both personally and professionally while being resourceful, innovative and flexible.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Senior Associate

Ernst & Young (EY GDS)
1 2023 - Current
  • As Senior Associate, responsibilities I have are: People Management – I am managing team of 8 associates and solely responsible for their performance, feedbacks, coaching and Appraisals
  • Mainly involved in Forecasting & Planning of the resource portfolios.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
  • Enhanced team performance by implementing effective project management strategies and providing consistent guidance.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Played a key role in driving business growth by identifying potential areas of expansion and presenting strategic recommendations to senior leadership.

Assistant Manager

Concentrix
10.2022 - 01.2023
  • Responsible for Planning and Scheduling for the Meta Ireland Chat and Email resources.
  • Improved client satisfaction by addressing and resolving queries promptly.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.

Scheduling Analyst

Teleperformance Global Services
06.2021 - 10.2022
  • As Scheduler, responsibilities I was Scheduling (Monthly & Quarterly Basis) Actual Headcount Tracking/Roster Shrinkage/ Attrition Actual Tracking Staff Groups Scheduling Tool Maintenance (Nice-IEX) IDPs Coding Exceptions
  • Evaluated historical data trends to inform the development of long-term strategic plans for resource allocation and capacity planning.
  • Enhanced team efficiency with the implementation of advanced scheduling software and tools.
  • Mentored junior analysts in effective scheduling techniques, fostering a collaborative work environment focused on continuous improvement.
  • Managed high volumes of scheduling requests, prioritizing tasks based on urgency and impact.

RTA/MIS

Altruist Technologies Pvt. Ltd.
02.2020 - 04.2021
  • Hinduja Global Solutions also known as Altruist Technologies Pvt Ltd.
  • Have given me the opportunity to lead RTA/MIS role in Feb’2020.
  • Worked as RTA and MIS Reporting Analyst for Telecommunication Process.
  • Experience in handling On – Floor Responsibilities for the contact center.

CRO

Hinduja Global Solutions
06.2018 - 01.2020
  • Worked with Hinduja Global Solutions since Jun’18 as Customer Relationship Officer.
  • Managed to resolve the issues as FTR.
  • Moved to L2 Desk as Supervisor.
  • Taking care of escalation calls & Critical Issues.
  • Identifying Process Improvements
  • Moved to L3 as a Case Management advisor.
  • Coordination with various stakeholders in Service Resolution Desk for quick and effective resolution.

Education

B.Tech (ECE) -

Jaypee University of Information Technology
Solan, Himachal Pradesh

Intermediate - undefined

DLF Public School
Ghaziabad, Uttar Pradesh

High School - undefined

DLF Public School
Ghaziabad, Uttar Pradesh

Skills

  • RETAIN
  • NICE IEX VCC
  • Verint
  • MS Excel
  • MS Office
  • AVAYA CMS
  • VIRTUAL CONTACT CENTRE

Awards

  • EY Appreciate - Highest Performing Team - EY GDS (Apr'24).
  • EY Appreciate - SPOT Award - EY GDS (Oct'23).
  • On the HERO Road Award – Teleperformance (July’22).
  • Best Advisor – SRD – Hinduja Global Solutions (Dec’19).
  • Certificate of Appreciation for Youth Parliament – JUIT (July’17).
  • Certificate of Appreciation in JYC – EVENT MANAGEMENT. JUIT (2015-2016)

Timeline

Assistant Manager

Concentrix
10.2022 - 01.2023

Scheduling Analyst

Teleperformance Global Services
06.2021 - 10.2022

RTA/MIS

Altruist Technologies Pvt. Ltd.
02.2020 - 04.2021

CRO

Hinduja Global Solutions
06.2018 - 01.2020

Senior Associate

Ernst & Young (EY GDS)
1 2023 - Current

B.Tech (ECE) -

Jaypee University of Information Technology

Intermediate - undefined

DLF Public School

High School - undefined

DLF Public School

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