HSC -
R. J. Thakur English High School And College
Thane03-2006
Stephan Crasto
Thane
Summary
Skilled Real-Time Analyst with background in monitoring, interpreting and analyzing complex data sets. Strengths encompass streamlining processes, enhancing operational efficiency and providing comprehensive reports for informed decision-making. Previous roles demonstrated significant impact by identifying trends and anomalies in real-time data to prevent potential issues and optimize system performance.
Education
SSC -
R. J. Thakur English High School And College
Thane03-2004
Skills
- Basic in MS Office
- Effective communication skills
- Confidence to handle challenging situations
- Hardworking and flexible
- Good decision-making ability
Work History
Real Time Analyst
Tech Mahindra Business Services Ltd
Mumbai
06.2022 - Current
- Manage the call volume, daily attendance, and program break schedules.
- Assist with the creation of metrics and targets for services.
- Manage advisor/supervisor swaps on the roster.
- Work closely with the operations team to analyze and help improve their delivery processes.
- Generate ideas for process and service improvement planning.
- Produce daily, biweekly, and monthly internal reports.
- Use trends and reports to forecast requirements.
- Monitored system performance and reported issues to ensure service reliability.
- Collaborated with teams to optimize processes and enhance service quality.
Quality analyst
Hansa Direct Ltd
04.2021 - 06.2022
- Assist with projects and other duties as requested or assigned
- Conducting weekly call calibration sessions with Team Leaders & Trainers to develop scoring consistency and best practices
- Produce reporting based on audits and offer suggestions, job-aids, etc for improvement
- Audit and evaluate Social Media Handles and Emails to assess associates' service level standards
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains
Customer Relations Executive
Hansa Direct Ltd
Navi Mumbai
10.2021 - 03.2022
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication scripts when handling different topics.
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships, and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Frequently attend educational seminars to improve knowledge and performance levels.
Sales Manager
White Hat Jr
11.2020 - 07.2021
- Handling sales profile in B2C team
- Calling clients informing them about the product creating awareness and importance
- Following up with the clients for confirming sales.
- Moved in B2B2C as it was a new project.
- Calling school Parents after workshop informing them about the courses, getting feedback.
- Creating awareness and showing importance and benefits of coding and AI.
- Following up with the clients for confirming sales.
- Calling customers after sales and help them understand and guide them in case of any difficulties.
- Moved in B2B as it was a new project.
- Calling school Principal getting appointment having live meet and explaining concept.
- Following up with the clients for confirming sales.
- Handling end to end sales closure
Real time analyst
Tech Mahindra Business Services Ltd
09.2013 - 11.2020
- Monitor department and agent performance at all times to keep a check on business and SL performance.
- Manage scheduled resources/Advisors to balance customer experience with productivity and cost efficiency.
- Manage resources by moving them between queues Service Levels% under control.
- Escalate any anomaly (, e.g., on idle time, wrap time, talk time and hold time) to reporting manager; escalate further to reviewing manager, Operations Manager, if required.
- Ensure all IVRs and queues are working fine during the business operating hours.
- Ensure adequate staffing for calls at all times to meet Service Level, including adherence to break schedules.
- Ensure non-phone activity (training / briefing / meetings) is as per plan.
- Update and publish hourly center and department performance summary to management.
- Report loss of login hours, non-adherence activities like break non-adherence on a real-time basis.
- Generate and publish historical reports related to leakages and non-adherence.
- Update and communicate shift counts and highlight any alarms from a staffing perspective.
- Ensure all advisors are in the right skill set by doing skill set reconciliation.
- Manage Advisor / supervisor swaps on the roster.
- Make calls for overtime and manage seat plan in case of critical outage or abandoned% exceeding threshold.
- Coordinate with IT, Administration and UK operations for required number of workstations.
- Manage attendance and leave administration systems on Genesys WFM tool.
- Send hourly SMS/ email alerts about Service Level and stability to management.
- Manage the mailbox management for ad hoc requests related to swaps, attendance, OT.
- Communicate with stakeholders In India and Australia; important among them being, Training, Operations Managers (TOM / HOD), Operations Supervisors (TL/TC), IT, Administration and CRM team in Australia.
- Managing adherence, swap and real-time roster changes on Genesys WFM tool.
Real time analyst
Firstsource
02.2013 - 09.2013
- As a Real time analyst my role was to monitor department and agent performance at all times to keep a check on business and SL performance.
- Escalate any anomaly to reporting manager; escalate further to reviewing manager, Operations Manager, if required.
- Was initially a Customer Service representative and got promoted to Real time Analyst based on my performance.
Customer Service Representative
Firstsource
02.2012 - 02.2013
- Joined Firstsource as an Customer Service Advisor in Technical Support (Internet).
- Key roles were answering customer queries and providing support for Cable internet.
- During my tenure as an advisor, I have always delivered the best on the KPI's.
- Due to my hard work had won an award for delivering best on C-SAT Scores across the Technical Support.
Accomplishments
- Part the Best Team Award, 2014, Tech Mahindra Business Services
- Best customer service Advisor, 2013, First source
Custom
The above given information is true to the best of my knowledge.
Hobbies and Interests
- Music
- Traveling
Personal Information
- Passport Number: Z5455737
- Date of Birth: 11/20/88
- Nationality: Indian
- Marital Status: Married
- Religion: Christian
Overview
13
13
years of professional experience
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