Bharti Pathania
Pathankot
Summary
Driven by a commitment to excellence, I leveraged intraday management and proactive communication at Concentrix and Reliance Jio to enhance service levels and reduce absenteeism. My expertise in queue management and ability to resolve issues fostered significant improvements in operational efficiency and customer satisfaction, embodying a blend of analytical prowess and interpersonal skills.
Overview
4
4
years of professional experience
Work History
Workforce Real Time Analyst
Concentrix
09.2023 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Customer Care Executive
Reliance Jio
04.2021 - 09.2023
- Identified root causes of customer dissatisfaction to implement effective fixes.
- Fostered trust with customers through proactive communication and resolution of concerns.
- Drafted customer correspondence to convey updates and service changes.
- Mentored new hires, improving understanding of company values and service standards.
Education
Bachelor Of Computer Applications - Computer And Information Systems
Shaeed Ram Singh Pathania
Pathankot 05.2020
Skills
- Service level agreements
- Queue management
- Intraday management
- Resolving issues
Languages
English
Intermediate (B1)
Timeline
Workforce Real Time Analyst
Concentrix
09.2023 - Current
Customer Care Executive
Reliance Jio
04.2021 - 09.2023
Bachelor Of Computer Applications - Computer And Information Systems
Shaeed Ram Singh Pathania
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix