Summary
I have experience in process skills, including SLA delivery, with excellent presentation, data analysis, and reporting skills. I also have good knowledge of tools like CRM, CMS, LMS, Outlook, and service tools, as well as portal management. Additionally, I possess excellent skills in MS Excel and MS Word.
Overview
7
7
years of professional experience
3
3
Languages
Work History
WFM Analyst (RTA & Dailler)
- Monitoring the real time que checking and clearing the que.
- Providing support and maintenance to existing management information systems (MIS).
- Generating and distributing management reports in accurate and timely manner.
- Managing severity incidents by running conference calls with different teams to mitigate any risk to metrics and candidate experience.
- Participating in cross-functional meetings to resolve recurring customer issues.
- Developing MIS documentation to allow for smooth operations and easy system maintenance.
- Providing recommendations to update current MIS to improve reporting efficiency and consistency.
- Performing data analysis for generating reports on periodic basis.
- Monitoring the real-Time network performance and taking actions to mitigate any risk to metrics and candidate experience.
- Analysing business information to identify process improvements for increasing business efficiency and effectiveness.
WFM Analyst
Qconnect
09.2018 - 03.2025
- 6 Year's in Tata Play OB (RTA, MIS & Dailler)
- Total 6 years as a WFM Analyst
- 1 Year in Zepto Process Sep 2018 - Mar 2025
- Total Overall Experience in (6 Years 3 months).
- Build sustainable relationships of trust through open and interactive communication Identifying and assessing customers needs to achieve customer satisfaction.
- Maintain records of customer interactions, customer accounts, and file documents.
- Serving customers by providing the knowledge of the products and services.
- Provide accurate, valid and complete information to the customer by using the right methods/tools.
- Interacting with customers. Processing customer orders. Supporting sales and development departments Escalating any complaints.
- Updating database. Sharing Reports on Time, Publishing AHT, CSAT, APR, SL Reports.
Education
B.com -
Skills
Workforce management
Forecasting accuracy
Capacity planning
Report generation
Honors & Awards
Star Performer - Qconnect Oct 2021, Star Performer - Qconnect Jun 2022
Timeline
WFM Analyst - Qconnect
09.2018 - 03.2025
WFM Analyst (RTA & Dailler) -
Osmania University - B.com,