Summary
Overview
Work History
Education
Skills
Projects
Accomplishments
Websites
Timeline
Generic

Anmol Gulati

Kashipur

Summary

Workforce Real Time Analyst with a background in optimizing operational efficiency through data analysis. Possess strong skills in workforce management, real-time analysis alongside exceptional problem-solving abilities. Known for improving service level performance and making strategic recommendations based on real-time data. Have made significant contributions to previous roles by innovating solutions that enhance productivity while maintaining high-quality service standards.

Overview

5
5
years of professional experience

Work History

Workforce Real Time Analyst

Amazon
Bengaluru
07.2024 - Current
  • Monitored workforce performance and adherence to schedules using real-time analytics tools.
  • Coordinate with outsourced sites on SL management over a 24x7 bridge, and keep the WFM team updated through SharePoint notes.
  • Analyzed chat, call, and email volumes and staff availability to optimize resource allocation strategies.
  • Work on real-time tickets related to schedule change request, non-production request and associate GACD profile change request.
  • Recognize and initiate the escalation process for system outages, submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
  • Collaborated with management to adjust staffing levels based on predicted demand trends.
  • Provided actionable insights through daily reporting on agent productivity and workload balance.
  • Identified patterns in service levels to recommend operational improvements for efficiency.
  • Communicated effectively with team leaders regarding real-time operational challenges and solutions.
  • Supported cross-departmental initiatives to enhance overall service delivery and customer satisfaction.
  • Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
  • Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
  • Serves as the primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.

Selling Partner Support Associate

Amazon
Bengaluru
02.2022 - 06.2024
  • Acted as the primary interface between Amazon and third-party sellers, providing email support governed by internal service level agreements, and was responsible for providing timely and accurate operational support.
  • Demonstrated excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Carried out analysis using various quality improvement techniques and tools and suggested improvements.
  • Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
  • Actively sought solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
  • Contributed to a positive team environment and proactively aids team members with difficult contacts as needed.
  • Conducted Seller/Vendor interaction audits with associates and provides technical and process coaching to improve performance.
  • Provided direction and coaching in relation to 'Alvaria' tool.

Internship

India Glycols Limited
Kashipur
06.2020 - 07.2020
  • Maintained employee records using HR management software for compliance and accuracy.
  • Facilitated communication between staff and management regarding HR policies and procedures.
  • Organized and stored employment forms and information.
  • Organized and maintained personnel records in a secure database.
  • Prepared onboarding documents for new hires, such as contracts and employee handbooks.

Education

Master of Business Administration -

S.C.G Institute of Management & Technology
Kashipur
05-2021

Bachelor Of Business Administration -

Graphic Era Hill University
Dehradun
05-2019

Skills

  • Real-time analytics
  • Time management
  • Stakeholder management
  • Data analysis
  • Workforce optimization
  • Reporting and analysis

Projects

Real Time Analyst: 

  • Average Handling Time (AHT) report for the Andon team: The report helps in tracking AHT trends at the manager and supervisor levels, and drives improvements on a weekly basis.
  • Created standardized response blurbs for WFM ticketing, aligned with SOP guidelines

Seller Partner Associate:

  • Served as the team POC for Transaction Quality Monitoring (TQM), responsible for weekly analysis and validation of TQM markdowns, delivering coaching and feedback, and sharing key learnings, tips, and flyers to enhance individual and team performance Focused on improving customer experience through First Contact Resolution (FCR).
  • Core team member of Gemba Improvement Team, focused on driving process improvements by identifying programmatic opportunities, detecting defects, and implementing effective resolutions.

Accomplishments

  • GEM AWARD WINNER, Q1, 2023, Amazon
  • GEM AWARD WINNER, Q3, 2023, Amazon
  • GEM AWARD WINNER, Q4, 2023, Amazon
  • National Service Scheme 'B' Certified
  • National Service Scheme 'C' Certified

Timeline

Workforce Real Time Analyst

Amazon
07.2024 - Current

Selling Partner Support Associate

Amazon
02.2022 - 06.2024

Internship

India Glycols Limited
06.2020 - 07.2020

Master of Business Administration -

S.C.G Institute of Management & Technology

Bachelor Of Business Administration -

Graphic Era Hill University

Similar Profiles

CREATE PROFILE
Anmol Gulati