Skills
Summary
Work History
Education
Accomplishments
Personal Info
Custom
Overview
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Kota Mehul Venkata

Kota Mehul Venkata

Senior Real Time Analyst
Hyderabad,Telangana

Skills

Microsoft Excel, Powerpoint, Word, Outlook and G Suite

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Summary

Results-driven professional with 8+ years of experience in workforce management, real-time analysis, and operational optimization. Excels in managing large-scale operations for global clients, with a proven track record in incident management, strategic planning, and process improvement. Proficient in utilizing advanced real-time and reporting tools such as Calabrio, Tableau, and ServiceNow. Strong communicator and team player committed to enhancing productivity and delivering data-driven insights.

Work History

Senior Real Time Analyst

Intouch CX
Hyderabad
09.2022 - Current
  • Joined this organization in Sep'22 as Senior Real Time Analyst, WFM
  • Providing support as Global Command Center for one of renowned client based out of multiple geographical locations
  • Hands on experience with Calabrio for Schedule Optimizations, Incident
  • Management and Strategic Planning based on real time
  • Hands on experience with tools viz., Calabrio(Teleopti), Slack etc.,
  • Helping peers in regards to process and active participation in brain storming sessions while focusing on process improvement
  • Free hand given by client to work on Tableau and create customized reports, dashboards
  • Organized and detail-oriented with strong work ethics

WFM Lead

Concentrix Daksh Services India Pvt Ltd
Bangalore
11.2020 - 09.2022
  • Joined this organization in Nov'20 as Lead, WFM
  • Providing support as Global Command Center for one of renowned financial organization based out of US
  • Hands on experience with Aspect for Schedule Management, Incident Management and Strategic Planning based on real time
  • Hands on experience with tools viz., Aspect, Amazon Workspace, Service NOW, Quick Base, Slack etc.,
  • Role was elevated to Supervisor (Individual Contributor) from client purview in Sep'21
  • Helping peers and new joiners in Knowledge Transfer by conducting initial and upskill training sessions

Mission Control Analyst

Teleperformance India Pvt Ltd
Jaipur
01.2018 - 11.2020
  • Joined Teleperformance India Pvt Ltd in Jan'18,associating with one of international clients gaining exposure to International campaigns
  • Holding responsibilities of queue monitoring, preparing hourly statistical performance reports of respective LOB's
  • Preparing RCA Report with break down of Interval Wise and overall day performance during time when major KPIs of Intraday are not met
  • Participated in weekly client calls, reviews which occurs weekly, monthly and quarterly
  • Had experience of working upon Aspect for Scheduling, Shrinkage analysis, Identity Access Management etc.,
  • Performing monthly, quarterly and yearly audit for tools access to respective stake holders and coordinating with partners upon same

WFM Executive

Tata Business Support Services
Hyderabad, Telangana
10.2015 - 01.2018
  • Started Career in Oct'2015 with ConneQt Support Services (formerly Tata
  • Business Support Services) as Customer, Promoted as L2 Executive within duration of 5 Months
  • With tenure of 1 year promoted as RTQM (Real Time Queue
  • Monitoring) reporting to operations
  • Holding responsibilities of queue management, skill management, productivity monitoring, routing management etc.,
  • Being an RTQM has helped to experience people management skills by handling the pan floor size of 60 members
  • Promoted as MIS and took the responsibility of reporting and Identity
  • Access Management for the entire south zone

Education

Intermediate -

Sri Chaitanya Junior College
Vijayawada
05.2009 - 01.2011

SSC -

Don Bosco High School
Vijayawada
06.2008 - 05.2009

Accomplishments

Academic Project

  • Project with the title of “Automatic Android Assist”
  • Android application which will be dealing with the customization of Audio Profiles of a mobile phone dynamically

Professional Project

  • Participated in a project done by the training department with the name “Project Parivartan”
  • Preparing the data of defaulters by auditing the calls on daily, weekly and monthly
  • Conducted the refreshers and training sessions for the defaulters to improvise their performance
  • Prepared the dip check reports on daily basis based upon the recent updates regarding product


Personal Info

Name : Mehul V Dharma Teja

Father Name : K. Rama Krishna

Date of Birth : 15-06-1994

Marital Status : Unmarried

Languages known : English, Hindi ,Telugu

Custom

 

  • Date of Birth : 15 June 1994
  • Father Name : K. Rama Krishna
  • Address : Flat No 301, Srinivas Residency, Telephones Colony, Bhavanipuram,Vijayawada-520012

Overview

9
9
years of professional experience
3
3
years of post-secondary education
3
3
Languages

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Kota Mehul VenkataSenior Real Time Analyst