ANKUR MISHRA
Delhi
Summary
I am a results-driven Senior Real-Time Analyst and WFM Scheduler with a strong focus on outcomes, operational efficiency, and strategic execution. With a proactive approach, I specialize in setting technology goals and leading implementation plans that align with quality standards and project timelines.
I also bring valuable experience as a Front Office Supervisor, recognized for my responsiveness, problem-solving abilities, and commitment to customer satisfaction. Skilled in optimizing resource utilization, I support seamless operations and drive profitability. I leverage strong leadership and relationship-building skills to foster team collaboration and consistently deliver results.
Overview
6
6
years of professional experience
Work History
MCA mission control analyst
Teleperformance
Gurgaon
04.2024 - Current
- Managing and Sharing reports to clients and operations.
- Responsible for generating daily, weekly, and monthly reports, performing intraday reporting, and managing MIS operations involving numerical data analysis and accurate reporting
- Perform daily and weekly validation of production reporting data using various reporting tools, primarily Microsoft Excel.
- Focus primarily on LAT (Live Agent Tracking) to ensure accuracy and consistency in performance metrics.
- Conduct Root Cause Analysis (RCA) using Excel to identify process gaps or loopholes and collaborate with operations teams to implement effective solutions.
- Manage and share performance and operational reports with clients and internal stakeholders through Excel and other reporting platforms.
- Responsible for generating daily, weekly, and monthly reports, conducting intraday reporting, and overseeing MIS activities involving numerical data analysis and accurate reporting in Excel.
Senior Associate WFM
Tech Mahindra
Noida
01.2023 - 04.2024
- Suggesting areas of process improvement (Regular Teleconference with Client) and sharing CSAT/DSAT Analysis of the process.
- Doing RTA so that identify the Loop Holes and discussing operation how to overcome.
- Automation of reports through formulas and macros.
- Managing and Sharing reports to clients and operations.
- Perform daily/weekly validations of production reporting data presented in various reporting tool.
- Identifying and implementing strategies into the operations and help to achieving their Targets.
- Good working Knowledge of tools like power automate, Avaya, IEX, , Power QUERY, Outlook and Microsoft Excel
Customer Support Representative
Tech Mahindra
Noida
01.2020 - 01.2022
- Resolve the complaints regarding the network.
- Raise a new complaint.
- Refreshing the 4G service.
- Assigning the complaints to the team members.
- Provide satisfactory resolution to the customers.
- Escalating complaints to supervisor.
Education
Bachelor of Business Administration -
Choudhary Charan Singh University
Noida, Sector-6212th -
Government boys senior secondary school B-1
Yamuna vihar, Delhi10th -
Government boys senior secondary school B-1
Yamuna vihar, DelhiSkills
- Committed team player with strong analytical and problem solving skills, and ability to quickly adapt to new environments and technologies
- Awarded Best support (RTA) resource on client visit
- Awarded as best RTA in Nykaa process 2 times
- Able to work under stress driven environment
- Self-Motivated
Accomplishments
- Awarded as best employee of 2021 in Vodafone Idea process
- Get regular appreciation from client and management for Initiative and hard work
Languages
English
Beginner
A1
Hindi
Beginner
A1
Timeline
MCA mission control analyst
Teleperformance
04.2024 - Current
Senior Associate WFM
Tech Mahindra
01.2023 - 04.2024
Customer Support Representative
Tech Mahindra
01.2020 - 01.2022
Bachelor of Business Administration -
Choudhary Charan Singh University
12th -
Government boys senior secondary school B-1
10th -
Government boys senior secondary school B-1