Prashant Kankarwal
Delhi
Summary
Dedicated Workforce Management professional with hands-on experience as a Real-Time Analyst, managing real-time operations, staffing optimization, and service level performance. Proficient in intraday planning, adherence monitoring, reporting, and stakeholder communication to ensure seamless contact center operations and consistent business results.
Overview
5
5
years of professional experience
Work History
Workforce Real Time Analyst
Ingnius Systems Pvt Ltd
Noida
12.2025 - Current
- Analyzed call volume trends to optimize staffing levels.
- Monitored real-time workforce data for performance and adherence.
- Managed reporting tools to track key operational metrics.
- Utilized statistical analysis methods to assess the effectiveness of various workforce initiatives.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
Advisor I, Customer Service
Concentrix CVG Malaysia Sdn Bhd
Kuala Lumpur
01.2024 - 03.2025
- Analyzed and reviewed user profiles, social media posts, videos & content, and made moderations or updates for a better user experience
- Identified process gaps, determined solutions, and implemented updates to drive efficiency improvements
- Analyzed, optimized and integrated content into websites according to branding and business standards
- Proactively made recommendations to enhance client servicing and elevate operational effectiveness
- Customer service company specializing in various client solutions
- Customer service company specializing in various client solutions
Customer Service Associate
Gomium It Solutions Private Limited
Delhi
11.2021 - 11.2023
- Responsible to handle premium voice calls and corporate customers, providing product service information and resolving concerns
- Managed customer complaints, determined the cause, explained the best solution, expedited corrections and followed up to ensure resolution
- Recommended potential products or services to management by collecting and analyzing customer information
- Contributed to team effort by accomplishing related results as needed
- An IT solutions company focusing on providing customer service
- An IT solutions company focusing on providing customer service
Education
Bachelor of Arts - Hindi, Journalism And Mass Communication
University of Delhi
Delhi, IndiaClass 12th -
Kendriya Vidyalay Sangathan
DelhiClass 10th -
Kendriya Vidyalay Sangathan
DelhiSkills
- Workforce Analytics
- Real-time monitoring
- Reporting tools
- Microsoft Suite
- Microsoft Office proficiency
- Microsoft Word
- Data Analysis
Languages
- Hindi, 4
- English, B2
Timeline
Workforce Real Time Analyst
Ingnius Systems Pvt Ltd
12.2025 - Current
Advisor I, Customer Service
Concentrix CVG Malaysia Sdn Bhd
01.2024 - 03.2025
Customer Service Associate
Gomium It Solutions Private Limited
11.2021 - 11.2023
Bachelor of Arts - Hindi, Journalism And Mass Communication
University of Delhi
Class 12th -
Kendriya Vidyalay Sangathan
Class 10th -
Kendriya Vidyalay Sangathan