Anurag Nath
Hyderabad
Summary
A challenging position where my skills and relevant experience can contribute to the growth of an expanding and innovative company. To work in a field of expertise, seeking a quality employment in your esteemed organization where my knowledge can be shared and enriched.
Overview
14
14
years of professional experience
Work History
Realtime Analyst
Sitel India Pvt Ltd
06.2020 - Current
- Currently working as a Realtime Analyst for Sitel supporting multiple programs with different forecasting methodologies.
- Recognizes and provides troubleshooting support and coordination for all Tier One escalation. This includes regular updates to all levels of management of a global perspective.
- Responsible for data entry and monitoring IEX on a real time basis to ensure performance is within pre-set parameters.
- Efficiently manage call volume and labor resources for our inbound and outbound call centers, while maintaining and exceeding Convergys and client goals and expectations. Utilization of various vendor's platforms to adjust call volume between clients and multiple call centers, ensuring KPI's such as; Telephone Service Factor, utilization and service level goals are met.
- Monitor a multitude of call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
- Monitor various forms of public communication for media hits, news reports and a variety of emergency situations which may affect various call centers, necessitating the implementation of allocation adjustments and/or center evacuations performed by other levels of Command Center personnel.
- Prepare and distribute related reports in regards to program and call volume management.
- Actively participating in weekly review, monthly review and daily analysis & strategy calls.
Lead Command Center
Convergys India Pvt Ltd. (Concentrix)
08.2018 - 04.2020
- Worked as an Lead command center for Concentrix supporting multiple programs with different forecasting methodologies.
- Recognizes and provides troubleshooting support and coordination for all Tier One escalation. This includes regular updates to all levels of management of a global perspective.
- Responsible for data entry and monitoring IEX on a real time basis to ensure performance is within pre-set parameters.
- Efficiently manage call volume and labor resources for our inbound and outbound call centers, while maintaining and exceeding Convergys and client goals and expectations. Utilization of various vendor's platforms to adjust call volume between clients and multiple call centers, ensuring KPI's such as; Telephone Service Factor, utilization and service level goals are met.
- Monitor a multitude of call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
- Monitor various forms of public communication for media hits, news reports and a variety of emergency situations which may affect various call centers, necessitating the implementation of allocation adjustments and/or center evacuations performed by other levels of Command Center personnel.
- Prepare and distribute related reports in regards to program and call volume management.
Associate Team Leader, Operations
24/7 Customer Services Pvt Ltd
08.2014 - 07.2018
- Worked as a Team lead for an US ISP process called Time Warner Cable.
- Coordinating and supporting different levels of Support queue.
- Mentoring the new agents to achieve the client specific target.
- Monitoring the Service level and chat/ E-mail volume.
- Coordinating the weekly client meetings between Onshore and Offshore.
- Sending Daily Stand up review to our respective Manager/V.P.
- Attending Weekly Business Reviews and taking the inputs from clients.
- Delivering Weekly review of performance to Senior Management.
- Doing research work on various software updates and technology and update them To Research Diary.
- Monitoring chats/E-mails and provide feedback to agents on daily basis.
- Maintain healthy group dynamics.
Windows Support Specialist
JP Morgan Chase
04.2012 - 04.2014
- Worked for a team named 'Incident Response Center'.
- Worked on CMS (Call Center Reporting System).
- Worked directly with internal client and site operation's team to build staffing strategies that take in to account all possible variables which may affect call/tickets volume projection and staffing.
- Preparing reports and Power point presentations on various technical related issues and application maintenance issues.
- Worked on project related to Application Virtualization and analyzing the business requirements for the project.
- Coordinating and Supporting the LOB's and clients for the 1st week with the Virtualized applications deployments if the Migration of win7 is a failure.
- Coordinating with asset management and incident management teams to make the migration a success.
- Also worked for tickets as a part of the migration for the 1st week after the migration was completed to conform the migration was successful.
- Maintenance and support after the migrations for applications on Citrix, Mainframe and Business Objects.
- Responsible for updating of the knowledge repository for the project, creation and documentation of the project reports and timely project presentations.
- Doing research work on various technical issues and update them on daily basis on JPMC knowledge base.
- Making strategies to improvise the process requirements.
- Configuring Accounts and configurations on productions servers.
- Worked on Incident management tools, service and asset management tools.
- Worked in ITES, Knowledge on Active Directory, Active role server.
- Worked on various Ticket routing tools like Vulcan, Peregrine etc.
- Worked on a tool called 'Password Storage Manager' which contains the password for all the business and core applications and also regularly updated their passwords.
Education
Bcom -
Periyar University
High School -
Air Force School Begumpet
Hyderabad, A.PSchool -
GCF School
Jabalpur, M.PSkills
- MS Office
- Vulcan
- Citrix
- Peregrine
- Remedy
- IEX
- Aspect
- Cisco Unified Intelligence Center
- 24/7 Assist
- Live Person
- Google Sheet
Accomplishments
- Awarded the best MOD in 24/7 Customer services for financial year 2015/16.
- Awarded the best Resolution Expert and CSAT specialist for financial year 2015/16.
- Achieved the highest Resolution % for 4 quarters consecutively.
- Achieved the highest CSAT % in JP Morgan Chase, Hyd.
- Achieved the lowest attrition rate in 24/7 Customer Services Pvt Ltd for financial yr 2017.
- Achieved the highest Compliance scores for a financial year.
- Achieved Quarterly champion for RTA in Convergys.
- Achieved monthly Champion in Sitel for financial yr 2021.
Languages
- English
- Hindi
- Bengali
Environment
- Windows
- Mac OS
- MS Office
- Vulcan
- Citrix
- Peregrine
- Remedy
- IEX
- Aspect
- Cisco Unified Intelligence Center
- 24/7 Assist
- Live Person
Personal Information
- Passport Number: Yes
- Date of Birth: 01/09/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Languages
English
Advanced
C1
Bengali
Proficient
C2
Hindi
Proficient
C2
Timeline
Realtime Analyst
Sitel India Pvt Ltd
06.2020 - Current
Lead Command Center
Convergys India Pvt Ltd. (Concentrix)
08.2018 - 04.2020
Associate Team Leader, Operations
24/7 Customer Services Pvt Ltd
08.2014 - 07.2018
Windows Support Specialist
JP Morgan Chase
04.2012 - 04.2014
Bcom -
Periyar University
High School -
Air Force School Begumpet
School -
GCF School