Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Personal Information
Affiliations
Certification
Languages
Timeline
Generic
Kartik Gujral

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 Pradesh
05.2017

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
Kartik Gujral