Open To Work
Abhishek Shukla
American Express India Private Limited
Gurgaon
Work Preference
Job Search Status:
Open to work
Desired Job Title
Customer Service RepresentativeData AnalystBusiness AnalystWorkforce Management AnalystProject Manager
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
Gurgaon, HRNoida, UPLucknow, UPPune, MHBengaluru, KA
Open to relocation:
Yes
Minimum Desired Compensation
₹1500000/yr
Important To Me
4-day work weekPaid sick leaveStock Options / Equity / Profit SharingWork from home optionPaid time offTeam Building / Company RetreatsHealthcare benefitsPersonal development programsFlexible work hoursCareer advancementWork-life balanceCompany Culture
1
Certificate
19
Years of experience
Analytical Workforce Management Analyst skilled in predictive modeling and process automation. Reduced reporting time by 80% through Python scripting, improving operational efficiency. Led Agile rollouts across cross-functional teams, increasing project delivery by 25% and aligning workforce strategies with business objectives. Focused on data-driven decision-making and optimizing staffing for enhanced service levels and regulatory compliance.
Work History
Workforce Management Blended Analyst
3 Years 11 Months- Owned WFM strategy and cross-department alignment by applying predictive modeling and regression analysis to call volume patterns to support more accurate forecasting.
- Conducted exploratory data analysis (EDA) on call volume patterns to support staffing optimization and strengthen service level performance.
- Developed Python scripts to automate daily reporting and maintain 100% accuracy while slashing processing time by 80%.
- Architected UiPath workflows to support end-to-end reporting automation and reduce weekly manual effort by 40 hours.
- Led 10-week Agile rollout across 10 cross-functional teams to reduce operational handoffs by 35%, save 40 hours weekly, and accelerate project delivery by 25%.
- Built core WFM operational frameworks to standardize end-to-end procedures, develop procedural playbooks, and train 50+ cross-functional analysts and campaign staff for consistent execution and reduced procedural drift.
Senior Dialer Analyst
4 Years 4 Months- Fine-tuned dialer pacing, increasing agent talk time by 21% (38 to 46 minutes per hour) while maintaining SLA and regulatory compliance.
- Analyzed call data trends to enhance performance metrics and inform strategic planning.
- Collaborated with cross-functional teams to streamline communication workflows, ensuring accurate responses.
Workforce Real Time Analyst
1 Year 2 Months- Monitored real-time workforce data to optimize staffing and enhance service delivery outcomes.
- Partnered with management to apply real-time performance metrics in support of scheduling adjustments.
- Developed reports on key performance indicators to provide actionable insights for strategic decision-making.
- Managed routing and staffing for 8 inbound queues, supporting increased service levels and reduced ACR during 10,000+ daily interactions.
Customer Support Specialist
2 Years 5 Months- Reviewed, validated, and processed 50+ daily AMEX card applications from inbound call intake, ensuring timely and accurate service outcomes with 98% accuracy.
Senior IT Analyst
2 Years 5 Months- Diagnosed and resolved over 40 technical IT issues daily for Cummins employees via inbound calls, maintaining a 92% FCR rate.
Senior Customer Service Associate
2 Years 3 Months- Processed over 300 weekly flight, car, and hotel reservations for Travelocity customers through daily inbound calls, achieving 99% accuracy.
- Navigated complex itinerary modifications and offered strategic alternatives to cancellation requests, contributing to a 95% CSAT score.
Process Advisor
1 Year 1 Month- Handled 60+ daily inbound calls from Barclays Bank customers, resolving complex account servicing issues while ensuring 100% compliance with banking privacy regulations and achieving a 96% CSAT score.
Operations Intern
9 Months- Handled 50+ daily inbound calls from BT customers to address billing-related queries and resolve concerns and issues while maintaining a 92% FCR.
Education
Bachelor of Arts - Humanities
Skills
Agile & Scrum Methodologies
API & Data Pipeline Integration
Advanced Data Analysis & Manipulation
Business Intelligence & Dashboards
Business Process Re-engineering & Continuous Improvement
Change & Stakeholder Management
Contact Center & WFM Technology
Critical Thinking & Complex Problem-Solving
Customer & Operational Insights
Data & Database Management
Documentation & Comprehensive Reporting
Enterprise Collaboration & ITSM Tools
High-Impact Communication & Cross-Functional Collaboration
Performance Analysis & Systems Testing
Predictive Analytics & Statistical Modeling
Python Programming
Regulatory Compliance & Risk Management
Spreadsheet Modeling & Office Suites
Supply Chain Analytics
Time & Priority Management
Time Series & Trend Forecasting
Workforce Management (WFM) & Capacity Planning
Accomplishments
Avaya Switch Reporting Re-alignment: - Facilitated a month-long Avaya telephony switch transition for GNA US & Canada, improving downstream operational reporting throughput by 80%.
GO2 FLEX Dialer Modernization: - Spearheaded the 90-day GO2 FLEX outbound dialer migration, quadrupling connect-attempts from 15 to 60 calls/agent-hour (+300%) by eliminating manual dialing, automating AMD filtering, and optimizing predictive pacing while maintaining SLA and regulatory compliance.
Aspect-to-Genesys Migration: - Led the operational cutover readiness for 250+ agents over a 6-week wave, delivering 99.99% service availability through structured risk planning and phased agent transitions.
Dual-to-Single Wrap Workflow Optimization: - Pioneered the transition from a dual-wrap to a single-wrap disposition structure across GNA US & Canada within 2 months, cutting ACW latency by 50%.
Certification
- Artificial Intelligence with GenAI | Top Mentor (Pune) | Currently Pursuing
- Generative AI and Workflow Automation (n8n) | EICTA Consortium - IIT Kanpur | September 2026
- Lean Six Sigma Black Belt | Advanced Innovation Group (Gurgaon) | August 2018
- ISO 9001 | Advanced Innovation Group (Gurgaon) | June 2018
- ISO 27001 | Advanced Innovation Group (Gurgaon) | May 2018
Timeline
Workforce Management Blended Analyst
American Express India Private Limited
08.2022 - 07.2026Read More
Senior Dialer Analyst
American Express India Private Limited
04.2018 - 08.2022Read More
Workforce Real Time Analyst
American Express India Private Limited
02.2017 - 04.2018Read More
Customer Support Specialist
American Express India Private Limited
09.2014 - 02.2017Read More
Senior IT Analyst
HCL Technologies Limited - ISD
03.2012 - 08.2014Read More
Senior Customer Service Associate
WNS Global Services Private Limited
11.2009 - 02.2012Read More
Process Advisor
Barclays Shared Services Private Limited
08.2008 - 09.2009Read More
Operations Intern
HCL Technologies Limited - Business Services
10.2007 - 07.2008Read More
School Of Open Learning, University of Delhi
Bachelor of Arts from Humanities
Read More