Kartik Gujral
New Delhi
Summary
Experienced professional with 6+ years in Workforce Management, currently serving as an Assistant Manager – WFM (GCC) in a leading multinational organization. Possessesing a strong background in customer service operations (1+ years) and hospitality industry experience (1.5 years). Demonstrated expertise in real-time management, BCP management, and stakeholder collaboration with a proven track record of driving operational efficiency and service excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Real Time Analyst WFM
Concentrix Daksh Services India Private Limited
Gurugram
07.2020 - Current
- Conduct data analysis, spot data trends, perform gap analysis, generate reports, and recommend improvements to current business metric collection process
- Monitoring Real Time activities of Operations in order to meet the target Service levels by ensuring 100% call adherence and a healthy AHT.
- Communicating with senior management about any issues that may require further investigation
- Developing reports and presentations that present findings from data analysis in a clear and concise manner
Senior Supervisor
Concentrix Daksh India Services Private Limited
Gurugram
03.2019 - 06.2020
- Company Overview: (Go-MMT Corporate Exposure)
- To cater the needs of customers as a next level escalation wing post inbound call experience
- To maintain cordial customer relations by ensuring 100% customer retention
- To provide real time assistance to the customer for their Travel plans as onground support
- Collecting data from customer depending upon their travel experience and share resolution accordingly by delighting the customer with best possible to offer
- (Go-MMT Corporate Exposure)
Guest Service Associate
The Oberoi Bengaluru
Bengaluru
06.2017 - 12.2018
- Analyzed performance data to identify trends and recommend process improvements.
- Monitor intraday performance across queues and lines of business for all three regions: EMEA, APAC, and NAM.
- Communicate performance updates to Vendors, Clients, and Leadership on real time basis headed by Google.
- Escalate deviations or risks to Leadership and Client, if there's an outage in any of the sites
- Responsible for handling all kinds of GCC activities alongwith root-cause analysis of misses in SLA and other KPIs.
- Guide and mentor Real-Time Analysts.
Education
Bachelor of Science - Hospitality and Hotel Administration
Institute of Hotel Management and Catering Technoloogy
Shimla, Himachal Pradesh05.2017
Skills
- Microsoft Office Suite
- Microsoft Excel
- IEX (NICE IEX WFM)
- Google Business Applications
- Google Productivity Suite
- JIRA
- Avaya CMS (for ACD reporting)
- Genesys WFM
- Performance monitoring
- Escalation management
Hobbies and Interests
- Defence Analysis
- Cricket
- Travelling
- Gaming
Languages
- English
- Hindi
- Punjabi
- German(Deutsche)
Personal Information
Place of birth: Delhi
DOB: September 18, 1995
Affiliations
- Defence Analysis
- Cricket
- Traveling places
- Gaming
Certification
- Stackroute Certified Data Analyst (Entry Level) from NIIT in DSFP
- Ops Champion- Issued by DPE(Make My Trip) - Jun 2019
- Ops Rising Star- Issued by Director (WFM) · Jan 2021
Languages
Hindi
First Language
English
Advanced (C1)
C1
Punjabi
Elementary (A2)
A2
German
Beginner
A1
Timeline
Senior Real Time Analyst WFM
Concentrix Daksh Services India Private Limited
07.2020 - Current
Senior Supervisor
Concentrix Daksh India Services Private Limited
03.2019 - 06.2020
Guest Service Associate
The Oberoi Bengaluru
06.2017 - 12.2018
Bachelor of Science - Hospitality and Hotel Administration
Institute of Hotel Management and Catering Technoloogy
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