Ratul Banerjee

Dedicated Real-Time Analyst with a proven track record in Workforce Management (WFM). Proficient in monitoring and optimizing call center operations to ensure efficient resource utilization and superior customer service. Skilled in using WFM software to track real-time performance metrics, adjust staffing levels, and make data-driven decisions. Excellent communication and problem-solving abilities, with a keen eye for identifying trends and opportunities for process improvement. Committed to meeting service level agreements (SLAs) and exceeding performance targets. Adept at collaborating with cross-functional teams to achieve operational excellence in a dynamic, fast-paced environment.

• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.