Devashish Goswami

• Led end-to-end MIS reporting for multiple processes — designing Excel reports with Pivot Tables, dynamic charts, and conditional formatting tailored to operations and client requirements.

• Built and maintained automated reporting templates using Excel Macros (VBA), cutting report preparation time by ~60%.

• Developed daily, weekly, and monthly performance dashboards covering SLA, AHT, shrinkage, adherence, and headcount for senior leadership and client stakeholders.

• Collaborated with client teams to understand reporting needs and delivered customized data views and drill-down analyses to support business decisions.

• Led Real-Time Adherence (RTA) management across concurrent processes with full ownership of scheduling, capacity planning, and forecasting.

• Worked cross-functionally with operations, training, and quality teams to address shrinkage, attrition, and adherence gaps.

• Mentored WFM team members on data handling, Excel best practices, and report automation techniques.

• Currently working as a Senior Associate WFM in Tech Mahindra's Central Traffic Desk, responsible for Real-Time Adherence (RTA) management and reporting across multiple concurrent processes.
• Monitor and manage Real-Time Adherence (RTA) across multiple concurrent processes.
• Prepare and deliver performance and staffing reports to leadership for daily, weekly, and monthly intervals.
• Perform data extraction from internal WFM tools and CRM systems to track attendance, shrinkage, schedule compliance, and SLA metrics.
• Conduct data cleaning and validation to ensure reporting accuracy and actionable insights.
• Design and automate data reporting dashboards using Excel and internal tools to highlight trends, variances, and agent-level performance.
• Collaborate with stakeholders to interpret data findings and suggest scheduling or staffing adjustments.

• Handled 3- customer queries through chat at the same time in a US-based international process.
• Maintained all the KPI and quality in the chat process.
• Handled incoming customer inquiries and complaints, resolving issues in a timely and professional manner.
• Assisted customers with product details, pricing, and subscription information.
• Handled billing query and saved customer from canceling. Upsold subscriptions by providing customer preferred and matching offer details.
• Coordinated with other departments to ensure customer requests were fulfilled.
• Achieved high customer satisfaction ratings, exceeding company benchmarks.

• Handling on an average of 200+ queries, I get on Coverscart Instagram handle, Whatsapp Handle, Email Queries and make sure the customer gets satisfied resolution.
• Also handling 50 to 80+ calls from the customers & other B2B partners daily and providing the best resolution within the timeframe.

• Handle 90+ calls daily, with duties including signing up new customers, installing new connections, retrieving customer data, presenting relevant product information, and canceling services.
• Coordinated 8-10 employees daily and assigned them work.
• Handled and managed store for a few months.
• Trained two new employees in how to use CRM, entering customer data, and organizing customer interaction logs.
• Received an average 85% customer satisfaction rating to date.
• Researched complicated cases without prompting to provide more comprehensive service to customers.
• Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations.