Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Pratibha Sharma

Pratibha Sharma

Team Lead - WFM & Data Analyst
New Delhi

Summary

Dynamic and results-driven professional with a proven track record at Cognizant, excelling in workforce management and data analysis. Adept at leveraging Google Sheets for automated reporting while demonstrating strong leadership and team management skills. Committed to enhancing operational efficiency and driving strategic insights for business growth.

To work towards the growth of the organization while continuously enhancing my professional skills in dynamic

and fast paced workplace. Ardent learner with eminent

interpersonal and communication skills, driven to adopt

dynamic environment and attain targets.An enthusiastic

person with strong ability to

collaborate with others in getting the job done.

Overview

2026
2026
years of professional experience

Work History

Team Leader - Work Force Management/Data Analyst

Cognizant (Google Ads)
04.2023 - Current
  • Developed short-term and long-term forecasting models to predict call, chat, and email volumes using historical trends and business drivers.
  • Prepared capacity plans aligned with SLA, AHT, shrinkage, and occupancy targets.
  • Conducted scenario planning to manage seasonal spikes and unexpected volume surges.
  • Collaborated with Operations, Support Staff, and HR for headcount planning and hiring forecasts.
  • Monitored real-time queue performance and initiated actions to handle the volume efficiently in order to manage AR%.
  • Managed shrinkage, absenteeism, and break adherence through proactive workforce control and reporting.
  • Coordinated with team leaders to drive schedule compliance and productivity.
  • Generated daily, weekly, and monthly WFM reports on volume, occupancy, attrition, and shrinkage. Also prepared reports on agents' performance, which include operations metrics (IRT, sentiment, cases closed, utilization, and WFA utilization).
  • Identified performance gaps through root cause analysis, and recommended process improvements.
  • Automated reporting dashboards using Google Sheets or Looker Studio.
  • Provided data-driven insights to senior leadership for strategic decision-making.
  • Maintaining a database of the complete process.
  • Partnered with Operations, Training, and Quality teams to align staffing with business needs.
  • Presented performance insights and workforce strategies in leadership review meetings.
  • Supported new process transitions and ramp planning for new business launches.
  • Worked on WFM tools such as Looker Studio, Pulse, and WFA schedules upload.
  • Maintained accurate data tracking in CRM and ticketing systems.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

Senior Process Executive

Cognizant ( Google Ads Shopping )
02.2022 - 04.2023

Google Shopping Ads Specialist.
-Handling international and domestic B2B client's queries regarding Google Shopping ads and Shopping campaign's performance.

Customer Service Executive ( Retention)

Teleperformance (Adobe)
01.2021 - 02.2022
  • Retaining international customers by pitching the best offers to convince them to continue with their subscription by providing the benefits of the product.
  • Handling customer queries in regard to billing and subscriptions.
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.

Executive Corporate Sales and Operations

Polar Routes Holidays Pvt. Ltd.
01.2020 - 05.2020

Marketing and Sales

  • Data mining and analyzing potential clients for business development.
  • Business meeting with clients.
  • Client demand collection and initiation of services as per requirements.

Operations

  • Designing itineraries and valuable packages to create unique experiences.
  • Arrangement of all elements for group travel programs.
  • Customized Holiday Packages.
  • Costing of tours.

Internship ( Outbound Operations)

Cox And Kings
05.2019 - 07.2019
  • Client & travel handling of various business tours
  • Research & development of destinations and preparation of new Itineraries.
  • Handling FIT and GIT queries for outbound division
  • Handling documentation of group departures

Volunteering Exposure

Team Core
  • Canam international event,2018(Registration).
  • International conference at IITTM,Noida (Food and Beverage management).
  • Letter of issuance for petrol pumps at Constitution Club of India. (coordinator).
  • National water awards 2018(coordinator).
  • Machine tool expo,2019 (Crowd Handling).
  • Indian oil sports conclave,2019.
  • World Tourism Day,2019 at IITTM(Organizer)

Education

MBA - Tourism And Hospitality Management

INDIAN INSTITUTE OF TOURISM AND TRAVEL MANAGEMENT , NOIDA
Noida, India
04.2001 -

Bachelor of Arts -

Shaheed Bhagat Singh Delhi University
Delhi
04.2001 -

Commerce

Kalka Public School
New Delhi, India
2014

Skills

Supervision and leadership

Time management

Team management

Teamwork and collaboration

Google Sheets

Strong Determination

Confident

Adaptable

Reliable

Self-motivated and passion to succeed

Timeline

Team Leader - Work Force Management/Data Analyst

Cognizant (Google Ads)
04.2023 - Current

Senior Process Executive

Cognizant ( Google Ads Shopping )
02.2022 - 04.2023

Customer Service Executive ( Retention)

Teleperformance (Adobe)
01.2021 - 02.2022

Executive Corporate Sales and Operations

Polar Routes Holidays Pvt. Ltd.
01.2020 - 05.2020

Internship ( Outbound Operations)

Cox And Kings
05.2019 - 07.2019

MBA - Tourism And Hospitality Management

INDIAN INSTITUTE OF TOURISM AND TRAVEL MANAGEMENT , NOIDA
04.2001 -

Bachelor of Arts -

Shaheed Bhagat Singh Delhi University
04.2001 -

Volunteering Exposure

Team Core

Commerce

Kalka Public School
Pratibha SharmaTeam Lead - WFM & Data Analyst