Sugandhi Saluja

• Monitor, analyze, and optimize data streams as they occur, enabling fast decision-making and immediate action.
• Continuously track live data feeds (e.g., web traffic, app usage, sensor data).
• Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
• Monitored real-time service levels, ensuring the team's performance met or exceeded established targets and KPIs.
• Assessed the impact of proposed changes to organizational structure on workforce capacity.

Tools Commonly Used

Salesforce, Aspect, Okta, Nice IEX and Genesys.

Real-Time Analysis

June 2024 - Dec 2024

• Monitored real-time service levels, ensuring the team's performance met or exceeded established targets and KPIs.
• Managed agent availability, scheduling, and adherence to optimize. Shared real-time performance reports with the entire team to help agents gauge their performance and focus on areas requiring improvement.
• Analyzed call volumes and adjusted resources in real time to meet fluctuating demand.
• Collaborated closely with supervisors and managers to provide actionable insights and recommendations for continuous process improvements.
• Handled all schedule-related requests, including PTO, shift swaps, and overtime.

Contact Centre Associate

• Customer support in blended process.
• Resolve Bose product-related concerns.
• Troubleshooting technical issues with electronics.
• Handled and resolved escalated customer complaints and issues, achieving a 95% resolution rate and ensuring customer loyalty and retention.
• Developed and maintained customer care content, knowledge bases, and troubleshooting guides, to empower customers with self-service options and reduce incoming queries.

• - As senior executive in Payments Specialists handle daily transaction processes.
• - Check payments for customers using a variety of payment methods such as:-
• Credit cards and debit cards.
• Process refunds for orders.
• Checking discounts.
• Unauthorises amount issues.
• - Resolved customer payment issues in a timely and accurate manner.
• - Processed a high volume of payments while ensuring accuracy and security.
• - Follow up with customers on payment issues.