SQL
NIKIL UDUPA
Real Time Analyst
Bangalore,KA
Summary
Experienced with real-time data analysis and operational efficiency. Utilizes analytical skills to monitor and optimize workforce management by developing automated performance dashboards using Excel and sharing timely reports to operations to keep shrinkages within bounds and ensuring SLA are met consistently.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Real Time Analyst, WFM
Concentrix Daksh Service Pvt Ltd
09.2023 - Current
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Shared SID deliverable hours, occupancy, AHT reports on timely basis with frequent interaction with Operation team to keep the process within the threshold.
Technical Advisor
Concentrix Service Pvt Ltd
07.2021 - 09.2023
- Assisting customer with their technical and billing related queries.
- Handled nesting team to meet the customer satisfaction metrics.
Advisor
[24]7.ai India
02.2019 - 03.2021
- Technically handling the customer queries over chat and calls.
- Exceeded month on month metric target and played key role to bring team overall score from negative to positive.
Education
Bachelor Of Computer Applications -
Dayananda Sagar Institution
Karnataka, BangalorePre University Education - Commerce
Yediyur College
Karnataka, Bangalore03.2014
Secondary Education -
Sri Kumarans Children's Home
Karnataka, Bangalore04.2012
Skills
Real-Time Monitoring & Reporting
Analytical thinking
Proficiency in Microsoft excel
Communication and co-ordination
Time management and task prioritisation
Hands-on Experience in Aspect Workforce tool
Accomplishments
- EKALAVYA - THE BEST TRAINEE, 04/01/19
- BEST DEBUT, Certification of appreciation recognized for the Highest net promoter score and Agent customer satisfaction.
- MONTHLY CHAMPION, 07/01/19, For Highest net promoter score, agent customer satisfaction and Issue resolution.
- Quarterly Champion, 2020, For going extra mile and assisting the customers.
- HUM-Digital Interaction Specialist, 2020
- PHENOMENAL STAR WFM, Q2 2024
Personal Information
- Date of Birth: 24/02/96
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Interests
Power BI
Timeline
Real Time Analyst, WFM
Concentrix Daksh Service Pvt Ltd
09.2023 - Current
Technical Advisor
Concentrix Service Pvt Ltd
07.2021 - 09.2023
Advisor
[24]7.ai India
02.2019 - 03.2021
Bachelor Of Computer Applications -
Dayananda Sagar Institution
Pre University Education - Commerce
Yediyur College
Secondary Education -
Sri Kumarans Children's Home