KANCHAN BISHT
Noida
Summary
Motivated professional with a strong foundation in communication and teamwork. Delivers effective solutions and encourages team collaboration to optimize processes and improve performance. Driven to support organizational success through critical thinking and proactive problem-solving. Seeking to leverage expertise and drive for excellence in a dynamic professional environment.
Overview
10
10
years of professional experience
Work History
Workforce Management
Capgemini
Noida, India
06.2025 - Current
- Managed WFM platforms including Genesys Cloud and Verint WFM (Impact 360)
- Analyzing historical data and volume trends to accurately predict future staffing needs.
- Optimised break schedules and ensured adherence to daily workflows for operational consistency.
- Tracked real-time agent adherence using Verint, identifying non-adherence and collaborating with Team Leads to enhance floor discipline.
- Assessing and managing overtime (OT) requirements and planned/unplanned leaves
- Monitored staff attendance records, identifying trends and addressing punctuality and absenteeism issues to support effective workforce management.
- Handling client escalations and participating in LoB (Line of Business) and performance calls.
SENIOR ASSOCIATE
Capgemini
09.2022 - Current
- Managed daily case closures for customers using Sprx Tool, ensuring timely resolutions.
- Collaborated with doctors and prior authorisation department to expedite case closures.
- Contacted patients to update them on claim status and progress, enhancing customer experience.
- Handling issues related to patients' illness and connecting with concerned departments for a hassle-free processing for our Patients.
- Sharing insights with my lead on what changes can be made in processing to get more closures.
- Assisted trainers with onboarding new employees and training new batches for the process.
QUALITY ANALYST
Concentrix
11.2020 - 05.2022
- Analysed call data to identify trends and areas for improvement across team performance.
- Recommended changes to call scripts and guidelines based on audit outcomes, improving customer engagement.
- Created detailed reports on audit findings, providing actionable insights for continuous performance improvement.
- Implemented quality monitoring programmes to assess agent performance and customer satisfaction levels.
- Supervised the maintenance of comprehensive records on quality audits, feedback sessions, and training outcomes.
- Conducted root cause analysis on customer complaints to identify systemic issues and propose corrective actions.
- Assessed recorded conversations to ensure staff followed company procedures throughout calls.
ASSOCIATE
Wipro
02.2020 - 11.2020
CUSTOMER SERVICE EXECUTIVE
Hdfc Home Loans
Haldwani
05.2016 - 11.2018
Education
Master of Business - Finance
ICFAI University
Dehra Dun, IN-UK01-2010
Bachelor's degree - Commerce
Kumaun University
01-2008
High School Diploma -
CBSE Board
01-2005
Skills
- Workforce analytics
- Verint WFM
- Workforce optimisation
- Performance monitoring
- Escalation handling
- Effective time management
- Leadership skills
- Team Building
- Ability to work in a team
- Communication Skills
- Critical thinking
- Fast learner
Languages
English
Timeline
Workforce Management
Capgemini
06.2025 - Current
SENIOR ASSOCIATE
Capgemini
09.2022 - Current
QUALITY ANALYST
Concentrix
11.2020 - 05.2022
ASSOCIATE
Wipro
02.2020 - 11.2020
CUSTOMER SERVICE EXECUTIVE
Hdfc Home Loans
05.2016 - 11.2018
Master of Business - Finance
ICFAI University
Bachelor's degree - Commerce
Kumaun University
High School Diploma -
CBSE Board