MS-Excel
DHARMVEER SINGH
Real-time Analyst
New Delhi
Summary
Results-driven Real-Time Analyst with 1+ year of experience in real-time monitoring, workforce management, and intraday operations within high-volume call center environments. Skilled in Avaya and Connect-CAMP for queue management, schedule adherence, and performance tracking. Strong expertise in Microsoft Excel (Pivot Tables, VLOOKUP) for MIS reporting, dashboards, and data-driven decision-making. Proven ability to optimize staffing, manage high-pressure situations, and improve service levels while delivering actionable insights that enhance operational efficiency and customer satisfaction. Previous experience as a Customer Support Executive strengthens a customer-focused approach to real-time operations and team coordination.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Real-time analyst
Teleperformance Global Business Pvt. Ltd.
09.2024 - 09.2025
- Monitored real-time call center performance for 700+ agents using Avaya and CAMP - Connect tool, ensuring adherence to schedules and service level targets.
- Performed intraday management and queue monitoring, taking proactive actions to balance workload, resulting in a 12% improvement in schedule adherence and 10% reduction in average wait time.
- Generated and maintained 25+ real-time and historical MIS reports and dashboards using Microsoft Excel, supporting quick and data-driven decision-making.
- Coordinated with operations and team leads across 3-5 departments to manage staffing levels, call volumes, AHT adherence and workflow distribution effectively.
- Identified performance gaps and implemented real-time corrective actions, contributing in improvement in service quality scores.
- Utilized Connect-CAMP for agent performance tracking, reporting, and workforce optimization, ensuring efficient resource allocation.
- Analyzed trends and historical data to support capacity planning, forecasting, and scheduling adjustments.
Customer Support Excecutive
Teleperformance Global Business Pvt. Ltd.
04.2023 - 08.2024
- Delivered high-quality customer support by resolving queries promptly and providing accurate information, contributing to improved customer satisfaction and service experience.
- Managed high-pressure situations and escalations effectively, ensuring timely resolution of complex customer issues while maintaining professionalism.
- Handled escalated calls and customer complaints, achieving satisfactory resolutions for both customers and business objectives.
- Mentored and supported new hires, improving team productivity and ensuring smooth onboarding and knowledge transfer.
- Leveraged strong product and process knowledge to deliver consistent and efficient customer service experiences.
Education
B.Sc. Hons - Microbiology
01-2020
GPA: 67%
- Dissertation: Isolation and molecular characterization of MDR bacteria by biochemical tests and 16s rDNA gene sequencing technique & study of antimicrobial effects of MDR bacteria on different plant Extracts.
- Advance level of Molecular Biology Training, Helix Biogenesis Laboratory, 2018
Class XII - PCB
01-2017
GPA: 72% (PCB)
Class X -
06-2015
GPA: 66%
Skills
Data Analysis & Reporting
MIS Reporting & Dashboard Creation
Microsoft Excel (Advanced: Pivot Tables, VLOOKUP, Data Analysis)
KPI Monitoring & Performance Tracking
Operations Management
Process Improvement & Workflow Optimization
Data Visualization & Presentation
Problem Solving & Analytical Thinking
Software
CAMP - CONNECT Tool
HUBSPOT
QuickSight
POWER BI
Tableau
Certification
Certification Program on Investment Banking, The WallStreet School, New Delhi, Delhi, 2026-01-01, Performed Company Valuations utilizing Markets Approach (Relative Valuation - Trading Comps & Deal Comps), Income Approach (Future Cash Flows - Discounted Cash Flows), Comfortable with private and public company valuations, Built fully-integrated financial statements and projection models, including the ability to run sensitivities within models, Worked on company profiles, sector analysis, competitive benchmarking, industry analysis, etc
Interests
Keen interest in astronomy and astrophotography, attended various workshops
Passionately learning and exploring to deepen understanding of diverse perspectives and life experiences
Engage in swimming and jump rope training to enhance physical endurance and sharpen agility
Personal Information
- Date of Birth: 2001-01-06
- Gender: male
- Nationality: Indian
Timeline
Real-time analyst - Teleperformance Global Business Pvt. Ltd.
09.2024 - 09.2025
Customer Support Excecutive - Teleperformance Global Business Pvt. Ltd.
04.2023 - 08.2024
JECRC University - B.Sc. Hons, Microbiology
Baba Sugriv Vidhyapeeth School - Class XII, PCB
Sarvodaya Co-ed Sr Sec School, Safdarjung Enclave - Class X,