Abhishek Kumar
Delhi
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts.
Overview
4
4
years of professional experience
Work History
Major Incident Manager
Ingnius Systems PVT LTD
11.2024 - Current
- Led cross-functional teams to resolve major incidents quickly, minimizing downtime and business disruption.
- Coordinated incident response efforts, ensuring smooth communication between technical teams and stakeholders.
- Conducted thorough root cause analyses to identify and address underlying issues, preventing future incidents.
- Designed and implemented incident management processes to improve response time and service reliability.
- Maintained comprehensive incident records and created detailed post-incident reports for leadership review.
- Trained staff on incident protocols to build a proactive and prepared organizational culture.
- Tracked incident trends and key metrics to support continuous improvement and process optimization.
- Utilized a variety of incident management tools such as JIRA, ServiceNow (SNOW), CSKB, Billing Hub, Avaya, and others to streamline workflows and enhance operational efficiency.
- Handled escalations effectively, ensuring prompt resolution and maintaining stakeholder confidence.
Real Time Analyst
Ingnius Systems PVT LTD
10.2021 - Current
- Developed and optimized records management strategies to protect data and improve information coordination, while conducting operational reviews and presenting findings with actionable recommendations.
- Monitored real-time call volume and patterns to ensure service level adherence, optimize staffing schedules (shifts, breaks, lunches), and manage workload distribution effectively.
- Collaborated with leadership to track attendance, absences, and behavioral trends, ensuring proper scheduling adjustments and timely issue resolution.
- Created and delivered reports and presentations (daily/weekly/monthly/intraday) to support data-driven decision-making and highlight performance metrics, trends, and forecasts.
- Utilized tools like Genesys, Pulse, Aspect, and PeopleX for queue monitoring, schedule adherence, coding agent activities (VTO, PTO, coaching, etc.), and managing approvals for overtime and shrinkage.
- Demonstrated strong leadership, time management, and communication skills, driving project success, training improvements, and cross-functional collaboration in a fast-paced environment.
- Managed real-time operations by monitoring associate adherence, adjusting call/email allocations based on trends and backlog, and coordinating with management on unplanned activities and scheduling changes.
- Collaborated with internal teams and remote centers to resolve downtime and telephony issues, while regularly reporting key performance metrics such as SVLs, ASA, and forecast accuracy.
- Utilized advanced Excel skills (VLOOKUP, HLOOKUP, Pivot Tables/Charts) and strong problem-solving, communication, and organizational abilities to improve workflows, address discrepancies, and drive continuous process improvement.
Education
Bachelor of Computer Applications - Computer And Information Sciences
Lalit Narayan Mishra Institute of Economics Patna
06.2020
Skills
- Real-Time Data Transcription & Monitoring
- Forecasting & Pattern Analysis
- Schedule & Staffing Management
- Time Management & Prioritization
- Critical Thinking & Problem Solving
- Data Collection, Research & Reporting
- Planning, Coordination & Issue Resolution
- Communication Skills (Written & Interpersonal)
- Active Listening & Stakeholder Engagement
- Teamwork & Collaboration
- Attention to Detail & Accuracy
- Proficiency in MS Office & Multimedia Tools (Parature, eRealtime, Time Range Plots)
Accomplishments
- Achieved made my day cards from internal and external partners through effectively helping with VTO and proactive skill change.
- Achieved Client appreciation by completing process updated document with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Supervised team of 5 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Major Incident Manager
Ingnius Systems PVT LTD
11.2024 - Current
Real Time Analyst
Ingnius Systems PVT LTD
10.2021 - Current
Bachelor of Computer Applications - Computer And Information Sciences
Lalit Narayan Mishra Institute of Economics Patna
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